What if You’re Not Meeting Benchmarks…
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Poor performance metrics
Poor performance metrics can make you ineligible to win the Buy Box and
are also usually paired with negative reviews from customers. To avoid
these damaging effects, here are a few strategies for improving each metric.
Lower a high order defect rate by:
• Providing excellent customer service to avoid receiving negative order
feedback. If you’ve already received negative order feedback, resolve the
customer’s issue and they may potentially remove their feedback.
• Accurately describing your products on your listings. If you deliver a
product that’s not as it was described, a buyer can file an A-to-Z guarantee
claim, causing your ODR to increase.
• Delivering your products on time. Buyers can also file A-to-Z guarantee
claims if their orders aren’t delivered on-time, so avoid increasing your ODR
with late shipments.
Decrease a high pre-fulfillment cancel rate and a high late shipment rate by:
• Making sure your items are in-stock and ready to ship. With this preparation,
sellers can avoid canceling orders prior to ship-confirmation and sending
late shipments. Tools, like Sellbrite, can also assist with inventory
management.
Sellers who use these strategies to keep their performance metrics at
healthy levels will enjoy the benefit of maintaining Buy Box eligibility.
Low seller rating
A low seller rating can hurt your customer engagement and acquisition
efforts by making you ineligible to win the Buy Box. To increase your seller
rating, you need to make sure you’re providing excellent customer service
by:
• Responding to all buyer messages and solving all customer issues as they
arise.
• Having an inventory management plan to ensure product availability and on-
time deliveries.
• Working with buyers to remove negative feedback.