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This article applies to selling in: United States

Return Dissatisfaction Rate

The Return Dissatisfaction Rate (RDR) measures the customers' satisfaction with their return experience. The return experience is negative based on the following:

  • Negative Return Feedback Rate: when a return request has negative buyer feedback.
  • Late Response Rate: when a return request is not responded to within 48 hours.
  • Invalid Rejection Rate: when a return request is incorrectly denied.

Your Return Dissatisfaction Rate is all negative return requests represented as a percentage of total return requests.

Our policy is that sellers maintain an RDR under 10%. At this time, there is no penalty for not meeting the performance target, though customers with unresolved problems are more likely to submit negative feedback and A-to-z Guarantee claims.

To view your RDR and download your RDR report:

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

Negative Return Feedback Rate

The Negative Return Feedback Rate is the percentage of valid return requests that have negative buyer feedback. For every return request, we ask buyers if their return was resolved. If they indicate that the return was not resolved, the return request is considered to have negative feedback.

You can take the following steps to reduce your chances of receiving negative feedback:

Automatically authorize returns. You can automatically authorize all requested returns within a set number of days or just those requests that are in line with Amazon's return policy. This may reduce your chance of receiving negative feedback. Learn how to authorize automatic returns.

Check for return requests daily. When you don't respond to a return request, the request is more likely to get a negative response.

Respond quickly. If you respond to buyers within 2 days, they're less likely to leave a negative response.

Address buyer issues. Simply denying a request without addressing the buyer's issue is more likely to cause them to give a negative response.

Monitor negative feedback. Be sure to check your feedback. A return request that receives negative feedback is more likely to escalate to a claim.

If you received negative feedback from a buyer, you can try to identify the cause of the issue and work with the buyer using one of the following options:

Use the Feedback Manager

  1. Go to Feedback under the Performance tab.
  2. 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, see Email templates for Buyer-Seller Messaging.

Note: You can only use the Buyer-Seller Messaging templates to contact a buyer in regards to an order or a customer service question.

Late Response Rate

The Late Response Rate is the percentage of valid returns requests for which you don't authorize the return, provide a refund, or close the request within 48 hours of receiving it.

Invalid Rejection Rate

The Invalid Rejection Rate is the percentage of in-policy return requests that are incorrectly rejected. If a return is in-policy, the buyer should receive a full refund, have their request authorized, or have their issue resolved so that they no longer want the return. If one of these is not met, we consider the return to be incorrectly rejected.

Learn more about returns policies.

Select close codes to resolve without a return

If the buyer requests a return but you're able to resolve their issue without processing a return, choose one of these appropriate close codes:

  • Cancelled at buyer request
  • Replacement without return
  • Solved a technical issue

If you chose to refund the buyer and don't require a return, please choose one of these appropriate close codes:

  • Refund without return
  • Previously refunded

See also

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