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This article applies to selling in: United States

Order Defect Rate

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
  • A-to-z Guarantee claim rate
  • Credit Card Chargeback Rate

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:

  • Claims that were granted, regardless of who funded the claim
  • Claims for which you provided an order refund after the claim was filed
  • Claims for which you or Amazon cancelled the order
  • Claims that are under review

The following types of claims do not impact your ODR:

  • Claims that we denied (and whose status is "Closed")
  • Claims that the customer withdrew
  • Claims with the reason "Item not received" on orders you shipped with Amazon Buy Shipping Services

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:

  • 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 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:

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

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