Amazon places high importance on maintaining the trust of our millions of satisfied buyers. We have established performance targets for sellers so that buyers can shop with a sense of safety and security about their third-party marketplace transactions.
Watch this short video: Intro to Seller Performance
All sellers should be working toward achieving and maintaining a level of customer service that meets the following seller performance targets for every product they sell:
Failure to meet these targets may result in the removal of your selling privileges.
The following customer metrics are used to measure seller performance:
ODR is the percentage of your orders for which you received a negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback. It allows us to measure overall performance with a single metric.
This is the number of seller-fulfilled orders cancelled by a seller prior to ship-confirmation divided by the number of seller-fulfilled orders in the relevant time period. To calculate this metric, we consider all order cancellations initiated by the seller for any reason.
This is the number of seller-fulfilled orders with shipments that are not confirmed by the expected ship date divided by the number of seller-fulfilled orders in the relevant time period. Orders that are ship-confirmed late might lead to increased customer contacts and negatively impact customer experience.
We regularly review the performance of all sellers and notify them when they are off-target. This review process is designed to give you time to improve your performance.
In most cases, we contact sellers with poor performance to ask for measurable improvement within 60 days of the first warning. Occasionally, sellers with very poor performance are immediately suspended or blocked.
If your seller account has been suspended, you may be eligible for reinstatement. You can appeal our decision by providing our Seller Performance team with a plan of action for correcting the problems that have contributed to this action. Learn how to Appeal the restriction or removal of selling privileges.
We strongly encourage all sellers to monitor their performance regularly using the customer metrics tool in their seller account. For more information, see Account Health on Seller Central. This tool provides data on all of the performance metrics so you can easily see if you are meeting our targets.