This week, Amazon started covertly testing a new unannounced policy under which sellers can find their Order Defect Rate metric trashed overnight! Basically, any unanswered customer messages within a 48 hours deadline will be automatically converted into A-Z claims and immediately funded out of the seller’s balance.
Affected sellers on the USA marketplace already received never before seen floods of A-Z claims, with more claims granted within one week than what they normally get in a whole year. Right now, the policy is being tested on the main Amazon.com marketplace only, however it is expected to expand to other international sites, including Europe soon.
Automated A-Z claims begin as innocent customer messages asking questions or making order-related requests. Once 48 hours passes without a response (even ”No response needed” counts as no response), an A-Z claim is automatically created out of the buyer-seller message with an immediate full refund issued and a defect added to the seller’s metrics.
Here you can view a screenshot of one of the automated A-Z claims created out of an unanswered customer message:
As it can be seen in the screenshot, affected automated A-Z claims are labelled with a message stating:
| Why is this happening? The customer sent you a Buyer-Seller Message regarding an issue with their order and you did not respond within 48 hours. |
This business-sabotaging policy is yet another blow against third party sellers, meaning that it will be easier than ever to get suspended from being able to sell on the Amazon platform or lose money and merchandise.
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