Below are the most frequently-asked question about performance metrics.
When a measure is order-correlated, it means we are looking at the date of the order (not the date on which the defect occurred) to compute the metric.
An order-correlated view would present the number of positive feedback ratings received on orders placed in a specific time period regardless of when the feedback was received.
We calculate buyer feedback based on when the information is received instead of when the order was placed.
Today there are multiple views of seller performance. The metrics reported in this page are order-correlated and focus primarily on the customer experience. Metrics reported elsewhere in the account are not order-correlated and are linked to financial data.
Buyers submit negative feedback, A-to-z Guarantee claims, and service credit card chargebacks, on average, several weeks from the date of an order. Until that time has passed, your defect rate will always be artificially low. Waiting an extended period (90 days) gives the most accurate view of actual performance. However, in the interest of providing earlier information on your performance, we report information on orders as early as 30 days post-purchase.
We hope you'll be able to use both recent and historical information to minimize your cancelled and defective orders while maximizing your on-time ship percentages. Taken together, these practices will increase positive customer experiences, which will lead to better feedback and happier customers. Both tend to drive increased sales.
You can see your account status on the Performance Notifications page.
Your selling account can be in one of the following statuses:
If you ship your own orders and also use FBA, in both cases it's important to understand the quality of the fulfillment experience that you're providing to your buyers. For example, you may have an overall Late Shipment Rate that meets Amazon's performance targets, but not meet the late shipment performance target for orders you ship yourself. Viewing performance metrics by fulfillment channel may help you identify a problem faster and work to correct it earlier.
From time to time you can provide better buyer experiences on some types of items over others. For example, you may have proven performance selling Office products but have problems when expanding into a new product line such as Consumer Electronics. Separating defective orders and cancellation rates by product type may help you identify a problem faster and work to correct it earlier.
The Refund Rate, published on the Performance Metrics page, is order-correlated, meaning it's calculated as the percentage of orders in a specific time period with a refund, regardless of when the refund was issued. This differs from Refund Rates that are calculated based on when the refund was issued instead of when the order was placed.