The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It includes all orders with one or more defects (defined below) represented as a percentage of total orders during a given 60-day time period.
An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied, or a credit card chargeback. Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
There are 3 components of ODR:
Negative Feedback Rate
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, see Monitor your account health.
Note: If a buyer withdraws negative feedback, it is not counted as part of ODR., However, it might take up to 48 hours after a buyer has removed it to disappear from the metric.
A-to-z Guarantee claim rate
The A-to-z Guarantee claim rate (represented as a percentage) is the number of orders that have received an A-to-z Guarantee claim divided by the number of orders in the relevant period.
The following types of claims impact your ODR:
The following types of claims do not impact your ODR:
A seller who works proactively with customers to resolve order problems will avoid most A-to-z Guarantee claims.
Credit Card Chargeback Rate
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:
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 towards your ODR.
A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem.
Note: For details about communication with buyers, see Communicate with buyers using the Buyer-Seller Messaging Service.
To view your ODR and download your ODR report: