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This article applies to selling in: United States

Monitor your performance metrics

To view your performance metrics, follow these instructions:

  1. Under Performance, click Account Health.
  2. Click the Performance Metrics tab.

Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. The Account Health Dashboard can provide you with greater insight into how you are doing with respect to customer satisfaction.

We calculate and display the following metrics by fulfillment channel (seller fulfilled and Amazon fulfilled, or FBA).

Order Defect Rate (ODR)

ODR (represented as a percentage) is the key measure of your ability to provide a good customer experience. It's the number of orders with a defect divided by the total number of orders. There are three components within ODR:

  1. A-to-z Guarantee claim rate
  2. Negative Feedback Rate
  3. Service Chargeback Rate

Cancellation Rate

The Cancellation Rate is the number of seller-fulfilled orders cancelled by the seller prior to ship-confirmation divided by the total number of seller-fulfilled orders in the relevant time period.

Late Shipment Rate

The Late Shipment Rate is the number of seller-fulfilled orders with a ship confirmation that is completed after the expected ship date divided by the total number of seller-fulfilled orders.

Valid Tracking Rate (VTR)

As a North American seller, you are required to provide valid tracking numbers for 95% of your U.S. shipments

On-Time Delivery

Your On-Time Delivery score shows the percentage of seller-fulfilled packages that buyers received by the estimated delivery date.

Return Dissatisfaction Rate (RDR)

RDR is the percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative customer feedback. There are three parts to RDR:

  1. Negative Return Feedback Rate
  2. Late Response Rate
  3. Invalid Rejection Rate

Customer Service Dissatisfaction Rate (CSDR)

CSDR is the percentage of customers who are not satisfied with your responses in Buyer-seller Messaging.

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