Order Defect Removal Time
Hello Amazon Community,
I'm seeking clarification on the Order Defect Rate (ODR) removal time. According to Amazon's policies, defects drop out of the 60-day rolling window. Can someone confirm:
1. Exactly 60 days after the defect occurrence, it's removed from the calculation?
2. Does this apply to negative feedback, returns)?
3. Are there any exceptions or factors affecting removal time?
I want to ensure I'm managing my ODR accurately. Thank you for sharing your expertise!
1 reply
Davina_Amazon
Hello @Seller_K3KLsBTJxJ5x9,
thank you for your post. My name is Davina and I hope I can clarify your doubts today.
I understand you need some clarifications about the Order Defect Rate.
1. Exactly 60 days after the defect occurrence, it's removed from the calculation?
The defect gets removed, once it does not fall under the 60-day time window anymore, you can find the time window when clicking on the Order Defect Rate on the right side.
2. Does this apply to negative feedback, returns)?
The following are the three components which apply into the ODR calculation:
Negative Feedback Rate
A-to-z Guarantee Claim Rate
Credit Card Chargeback Rate
3. Are there any exceptions or factors affecting removal time?
Depending on the situation, if you get an a-z claim for example about not received, but you are able to proof that the customer has received the order within the expected delivery date with a tracking number you can dispute the claim and if accepted it'll get removed from your ODR negative calculation.
You can find further details about the policy under this link: https://sellercentral.amazon.in/help/hub/reference/G200285170?ref=sp_cust_service_odr_policies
I hope these insights were helpful.
Best regards,
Davina
