Improving Product Quality with PCR: Leveraging CCR Best Practices

We are teaming up with TSE to adopt CCR's best practices and expand on our product conditions-related goals by introducing Product Complain Rate (PCR) in 2023. Following initial training from APAC TSE in April, we now have a basic understanding of the 9 sub-reason codes, their definitions, goal numbers, and the top 4 sub-metrics (DAM, WFIT, DEF, and ONPE) that have received the most complaints from CN sellers. Armed with this knowledge, we have collaborated with several teams (AHS/SPS/AGS Paid team) to identify and address sellers' pain points, including concerns around the 'acknowledge' button, improving appeal letters, invalid documents like invoices, denied appeals even when the responsibility lies with FBA, and how to appeal and remove warnings in AHD when facing product conditions-related complaints.

Although we have received only 8 escalations related to product conditions in 2022, we understand that this issue needs to be addressed proactively. To gain a more comprehensive understanding of PCR, we would like to have business team breakdown data, similar to CCR, in addition to the weekly PCR report we receive that only provides marketplace breakdowns. This will give SQ and different business teams a more detailed view of PCR and help us tackle the issue head-on.