For some days now, in the page “Amazon Seller Performances” the seller could spot - in the Beta version - a new heading: Return dissatisfaction rate.

As said by Amazon “The Return Dissatisfaction Rate is the percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative customer feedback.”

Amazon introduces a new parameter to evaluate the seller performances in order to guarantee a very high quality standard and security to the marketplace.

All the clients that will process a REFUND, at the end of the process they will evaluate the support received according to three parameters:

• Late response Rate  – If, within 48 hours, you do not authorize the refund, provide the refund or close the request they will consider your response as late
• Negative Return Feedback Rate – is the percentage of valid return requests that have negative buyer feedback. For every return request, we ask buyers if their return was resolved. If they indicate that the return was not resolved, the return request is considered to have a negative feedback.
• Invalid Rejection Rate – is the percentage of refund requests that, even if in line with refund policy, are incorrectly rejected.

Concerning the refund policies that every seller can illustrate in the given spaces within the Amazon shop, it is useful to make some clarifications as this is a misleading subject both for sellers and for buyers.

The refund policies of each seller must take into account the default refund policies expressed by Amazon: 30 days for the refund, if the request comes within 14 days of receipt of shipment, the seller have to give back also the shipping cost (previously paid by the buyer).

I remember when I asked to our Amazon tutor about the refund conditions: I asked why every seller have the possibility to write his/her own refund policy even though they must follow the Amazon guidelines. He answered:” because the seller should offer better refund conditions in order to sell more than Amazon!”