Seller Performance; Optimize account health
Transcription
In addition to the order defect rate, another key measure that Amazon has put in place to provide a good customer experience is a return dissatisfaction rate or RDR. It is an additional measure within the customer service performance metrics. The return to satisfaction rate measures your customer satisfaction with their return experience.
show moreAs we can see here, Amazon has set a target goal of under 10% to measure the return dissatisfaction rate. There are three metrics that are used as a measurement tool. The first is a negative response. This measures whether the return experience was negative, which means it was not a favorable buyer experience.
If the buyer posted negative feedback, this in turn affects your negative feedback rate. The next effect within their return dissatisfaction rate is a late response rate. If you do not respond in a timely manner and within 48 hours, you might get dinged with a late response rate, and the last defect affecting return to satisfaction rate is when a request has been incorrectly denied and is measured through the invalid rejection rate.
The return to satisfaction rate is a percentage of all negative return requests as measured to the total number of return requests. It’s Amazon’s policy that sellers maintain an RDR of under 10%. However, the good news is that at this time, there is no penalty from Amazon for not meeting the performance target.
However, even though there is no penalty being imposed by Amazon, unhappy customers with unresolved problems are more likely to submit negative feedback and A to Z guarantee claims. Amazon does provide an opportunity to download a report. To access the report, you can click this button here, download a report.