The holiday season 2020 is approaching and Amazon continues with their efforts to make it more difficult for regular third party sellers to do business on their site.
Policies are getting stricter every day, new performance metrics and targets are being introduced to ensure that sellers get punished for every occasion of a customer not being fully satisfied with his purchase or a competitor wishing to harm them.
The Negative Customer Rate (NCX Rate), which was introduced some time ago was advertised as a great way how sellers can obtain more insight into the customer experience of their products.
However, these days, the true face of this “innocent” target which wasn’t supposed to affect your account in any way has been already exposed, with established listings being permanently blocked in the same manner, as if the rights owner complained of them being counterfeit, following comments from customers disliking the item or criticizing its price.
The “Other Policy Violations” column, which is now a part of the “Product Policy Compliance” dashboard, that comes with a 0 violations target, has been created to specifically collect and monitor the occasions of your listings being blocked due to Negative Customer Experience.
As the relevant Amazon page, which opens after clicking on “Other Policy Violations” clearly states “Violations of these policies may result in content removal or account deactivation“:
This is in a complete contradiction of the actual Amazon Policy regarding NCX Rate and the alert which opens once you click on “High negative customer experience (NCX) rate”, along with the grammatical error – “Listings remove due to negative customer experiences do not affect your overall account health.”:
So, do listings removed due to Negative Customer Experience negatively affect your Seller Account?
According to the Amazon Help page – NO.
According to the Account Health page – YES
Affected listings are indeed showing as “Strong blocked”, which equals to blocks due to Intellectual Property Rights Infringement Complaints or Authenticity Complaints.
I wouldn’t be surprised if a seller found his Amazon Seller Account deactivated over an increase of Negative Customer Experience, without any actual complaints.
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