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This article applies to selling in: United States

Return Dissatisfaction Rate

The Return Dissatisfaction Rate (RDR) consists of three components:

  • Negative Return Feedback Rate: the percentage of valid return requests that received negative buyer feedback.
  • Late Response Rate: if you don’t authorize the return, provide a refund, or close the request in 48 hours.
  • Invalid Rejection Rate: the percentage of in-policy return requests that were incorrectly rejected.

To download your RDR report:

  1. On the Performance Metrics page, under Return Dissatisfaction Rate, click Request Report.
  2. Select the Return Request Date and the Defect Types.
  3. Click Submit Request.
  4. Click Download Past Reports and download the desired reports.

The Return Dissatisfaction Rate (RDR) is the percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative customer feedback.

RDR measures customer satisfaction with how you processed their returns. It consists of three individual components:

  • Negative Return Feedback Rate
  • Late Response Rate
  • Invalid Rejection Rate

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.

Late Response Rate

If you don't authorize the return, provide a refund, or close the request within 48 hours of receiving it, we will consider the response late.

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

Download a Return Dissatisfaction Rate report

  1. Go to your Account Health Dashboard.
  2. In the Customer Service Performance section, click View Details.
  3. Select the Return Dissatisfaction Rate tab. Scroll down and click the Download CSV button.

See also

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