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Seller_YlABPLzVEReAX
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Seller_YlABPLzVEReAX
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Customer received order, but claims it was never delivered = affecting our Order Defect Rate
by Seller_YlABPLzVEReAX

We recently had a customer claim he never received an order. However we have GPS-tracking showing that it was delivered to his address and we have his signature from upon receiving the order but despite that Amazon supports his claim as "not having received it".

This means our Order Defect Rate % is above the percentage it's allowed and our store is now at risk. We have tried appealing to Amazon with the proof of delivery, but was denied the appeal and will just have to count the PC and the refunded money as a loss – but is there any way to get the Order Defect Rate % back to as it was before (0%)?

The order was noted as delivered and the customer is receiving a refund, which should count for something, or will we just risk having our store closed down because of this?

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Seller_OYhlMo20wlr0d
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🌟 Customer Delight: Going Beyond Basic Service
by Seller_OYhlMo20wlr0d

Hello Sellers!

Let's talk about exceeding customer expectations while staying compliant with Amazon's policies. Small touches can make a big difference in customer satisfaction and repeat purchases.

Why This Matters

Standing out in a crowded marketplace isn't just about prices - it's about creating memorable experiences that keep customers coming back.

📦 Approved Ways to Delight

Packaging Excellence

Right-sized boxes to prevent damage

Professional, clean packaging materials

Secure wrapping for fragile items

Neat, organized presentation

📝 Clear Communication

Prompt responses (within 24 hours)

Proactive shipping updates

Clear return/refund information

📋 Product Information

Detailed, accurate descriptions

Clear, high-quality photos

Helpful usage instructions

Important care details

🛡️ Problem Resolution

Quick acknowledgment of issues

Clear solutions offered

Follow-through on promises

Professional documentation

Pro Tips:

✅ DO:

Focus on product experience

Respond promptly

Keep detailed records

❌ DON'T:

Include marketing materials

Request reviews

Share contact info

Share Your Experience:

What's your best customer service win?

Any creative (but compliant) ways you delight customers?

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Seller_CohitUn8bl15n
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How do I reply?
by Seller_CohitUn8bl15n

I have been trying to reply to a thread but am having trouble.

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Seller_qOP7D9wH7D1Da
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Se upp för bedrägerier via A-till-Ö-garantisystemet
by Seller_qOP7D9wH7D1Da

Kunden uppgav att de inte hade mottagit något och lämnade in ett krav. Jag överklagade och kunde bevisa att beställningen hade levererats. Trots alla bevis återbetalade Amazon köparen. Trots flera förfrågningar om förtydligande fick jag bara ett kortfattat svar där det stod att beslutet är slutgiltigt och att det inte fanns något sätt att svara. Jag står nu inför betydande skador, och Amazon svarar inte.

Kunden har fått sin produkt och pengarna tillbaka.

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