Amazon’s new matrix upgrade forcing sellers to accept all return requests?

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Marketplace policy change is a continuous process. New features, functions, rates and policies are regularly being introduced. Do online marketplaces consider how their policies affect sellers before implementing them? Hopefully this time Amazon will.

Amazon has updated its seller matrix, Techtail India’s Samir Ahluwalia informs IOS. The online seller claims the new upgrade will negatively impact many sellers who haven’t enrolled in the runaway program or those who self-ship orders to consumers.

What does the matrix upgrade include?

Samir states, “There are 2 performance parameters added by Amazon. They are:

  1. Return Dissatisfaction Rate

  2. Valid tracking rate”

Out of these two, the return dissatisfaction rate is still in the beta stage. As a result, no breach matrix is in place as yet. But once you understand what it implies you will see how it affects the seller.

Amazon’s Return Dissatisfaction Rate

The percentage of all the valid return requests that were not answered in 48 hours, have received negative customer feedback or were incorrectly rejected, reflect the return dissatisfaction rate. Amazon claims this matrix measures customer satisfaction with how their returns are processed.

The return dissatisfaction rate consists of these three individual components:

– Invalid rejection rate

– Negative return feedback rate

– Late response rate

Out of these three, the negative return feedback rate refers to the percentage of valid return requests (i.e. return requests within Amazon Policy) where buyers indicate their issues have not been resolved.

Every return requested by the buyer is checked to see if it was resolved. Should the buyer indicate his request was not resolved then the return request received will have negative return feedback. When negative feedback is received against return requests, they most likely result into claims.

Why is all this bad for online sellers?

Samir says, “The above situation us dangerous because naturally, all buyers whose return requests are rejected will state it was rejected for invalid reasons. This will prompt negative feedback. In turn, this forces the seller to accept return requests irrespective of other reasons.”

There is no way to prevent marketplaces from changing their policies time and again. Changes are bound to happen. However, you can anticipate marketplace policies to ultimately counter each other.

Not so long ago, Amazon changed its sponsored ads payment process after sellers informed the etailer how bad the original method was. But will the etailer listen to its sellers this time?

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3 Comments

  1. Yes it’s a big issue for the Sellers, as the most of the returns are due to not satisfaction with the personal reason most of the Indians have a level of satisfaction is very high at low cost products.
    For example if buyer had purchased a door handle of 8 inches but now you want to return that item because he thought the handle was of 10 inches and in the description it is already mentioned it is 8 inches handle now he want to return that handle. Most of buyer do these type of stupid things. Most of Indians find low cost item and purchase it, most of the time they are not satisfied because of low quality products., but they did not count if you are purchasing any item at very low price then quality of will lower and then but return request. As we have already have a panic with Snapdeal fake orders and fake issue return and now Amazon.
    E-Retail is going tough day by day.

    Abhinav Varshney
    SmartShophar.com

  2. Krishnaprasad Reply

    Hi, Yes its absolutely right. This is the reason we have disconnected from amazon and created our own store at http://www.ekabyte.com giving us better results.

    Krishnaprasad
    ekabyte.com

  3. ​Indian Online seller forums are heated up discussing about this force return acceptance by sellers from the marketplaces and #Shopclues is one step ahead of them. If their customer says that he received wrong product they do not check whether customer’s claim is right or not. They simply accept the return request but let the customer keep the products(which he doesn’t want) & does not pay the seller & penalize them for sending wrong products. What a smart way to #exploitsellers. I have received such request 2-3 times. Last time they claimed they never picked up a certain order. Hence I attached the signed manifest copy for the same proving that the order was picked up. After 20 days of follow up I received same answer that it was never picked up. WHAT THE HELL? Didn’t you check the manifest I attached? Still awaiting for an answer for this question. #saynotofakereturns #online revolution

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