Sellers' accounts are at risk of being deactivated, and Amazon is being criticized again...

In the era of rapid development of online shopping, more and more consumers are turning to online shopping. Among them, there are many elderly people who have no online shopping experience. The cumbersome operation procedures on e-commerce platforms often confuse them. In this case, it seems very necessary for sellers to provide help to these customers.

However, under the rules of some platforms, the help sellers provide to customers may have a certain impact on the health of their own accounts. When browsing the official Amazon forum, I found that a foreign seller’s account was at risk of being deactivated after helping a customer cancel an order ...

The seller, named "Aroha," said that one of his elderly customers placed four identical orders for the same personalized product due to a payment card issue, and then the elderly called "Aroha" to cancel the additional three orders. After "Aroha" informed the customer how to cancel the order, the elderly only canceled one order, but did not cancel the other two additional orders.

The customer is 89 years old, and it seemed a bit difficult for her to navigate these refund procedures. "Aroha" said that he could have told the customer what to do with the rest, but the customer was obviously frustrated and confused. For "Aroha", the customer's mental health is more important than Amazon's rules and his own "account health". So "Aroha" canceled these additional orders himself, and the current order cancellation rate of "Aroha" store is 5% .

According to Amazon’s help page on cancellation defect rates, sellers should keep their cancellation rates below 2.5% in order to sell on Amazon. A cancellation rate above 2.5% may result in account deactivation. Currently, Aroha’s Amazon account is at risk of being deactivated.

Under this post, many sellers expressed sympathy for "Aroha's" experience. "Aroha" said that he should not be punished for canceling orders on behalf of customers who are not very good at operation ! Seller "olderithian" believes that unfortunately, Amazon will not know that "Aroha" is talking to an 89-year-old man and trying to be friendly. The order canceled by "Aroha" will still affect the store indicators after all.

Seller "Ninja_o_Clan_Ginger" has also experienced something similar. "Ninja_o_Clan_Ginger" said that helping customers who are not very good at Amazon operations to solve problems is the right thing to do. This should have been a positive win-win situation, but Amazon's cold computer system will never understand, which will have a certain negative impact on sellers...

Many sellers said that they need a more effective support system to manage such abnormal events. I hope Amazon can pay attention to these problems as soon as possible and add more humane functions when using computer systems for unified management!

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