Order defect rate

The order defect rate (ODR) is a key measure of your ability to provide a good customer experience. ODR represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period. The following are the three components of ODR:

• Negative Feedback Rate
• A-to-z Guarantee Claim Rate
• Credit Card Chargeback Rate

In order to meet customer expectations, we require sellers to maintain an ODR under 1% in order to sell in the Amazon Store. An order defect rate above 1% may result in a restriction of your selling privileges, including suspension of seller-fulfilled offers.

If your seller-fulfilled offers are at risk of deactivation, you may be eligible to take a quiz to avoid the deactivation. For eligible sellers, the option will appear in the banner at the top of your Account Health page where you will be given an opportunity to take a five-question quiz regarding the ODR policy. You have 72 hours to take the quiz. If you pass the quiz, no plan of action (POA) will be required from you, or will your listings be deactivated. We recommend that you look for and take the quiz whenever available, as this is the best way to maintain your account health.

If your seller-filled offers are already deactivated due to not meeting the ODR requirement, you can follow the appeal path from Seller Central’s Account Health page by clicking Submit Appeal and follow the online instructions to submit a POA for reinstatement.

The Negative Feedback Rate (represented as a percentage) is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate. The Negative Feedback Rate might not match the feedback that buyers see, which is calculated based on when the feedback was received instead of when the order was placed.

A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One- and two-star ratings are considered negative. For more information, go to Monitor your account health.

If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using one of the following options:

Use the Feedback Manager

1. In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.

Use the Buyer-Seller Messaging templates

For more information, go to Email templates for Buyer-Seller Messaging.

If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager:

1. In the Recent Feedback table, next to the Order ID you want to request feedback removal, select Request removal under the Actions column.

For more information, go to Can Amazon remove buyer feedback?

The A-to-z Guarantee Claim Rate (represented as a percentage) is the number of orders with a relevant claim divided by the number of orders in a given 60-day time period. To manage and take action on claims, go to Manage A-to-z Claims.

The following types of claims impact your ODR:

• Claims that are granted to the buyer and for which, Amazon determines that you were at fault
• Claims for which you refunded the buyer after the claim was filed
• Claims for which you or Amazon canceled the order
• Claims that are pending a decision on appeal

The following types of claims do not impact your ODR:

• Claims for which, Amazon determines that you were not at fault
• Claims that are denied to the buyer
• Claims that were withdrawn by the buyer
• Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.

For more information about the A-to-z Guarantee Claims investigation process, go to Amazon’s A-to-z Guarantee Claims.

The Credit Card Chargeback Rate (represented as a percentage) is the number of orders that have received a credit card chargeback divided by the number of orders in the relevant period. The metric is order-correlated, meaning we look at the date of the order (not the date on which the service chargeback was received) when computing the rate.

A credit card chargeback is similar to an A-to-z Guarantee claim except that the credit card issuer processes the claim and makes the decision, not Amazon.

Possible problems might include:

• The buyer claims they didn't receive the item.
• The buyer returned the item, but didn't receive a refund.
• The buyer received a damaged or defective product.

When a buyer disputes a purchase charged to their credit card, it is referred to as a chargeback request. We broadly categorize chargebacks as either fraud or service.

A fraud chargeback means the buyer claims not to have made the purchase at all. These claims are typically related to stolen credit cards used by fraudulent buyers. Amazon does not count fraudulent transaction chargebacks toward your ODR.

A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem. In those instances, if the credit card company decides in favor of the buyer, it will count against your ODR.

For more information regarding how to address credit card chargeback claims, go to Respond to a chargeback claim.

To view your ODR and download your ODR report:

1. Go to Account Health under Performance.
2. In the Customer Service Performance section, click View details.
3. Select the Order Defect Rate tab. Scroll down and click Download Report.