The order defect rate (ODR) is a key measure of your ability to provide a good customer experience. Order defect rate represents the percentage of orders with one or more indicators of poor customer service during a given 60-day time period. The following are the three components of order defect rate:
In order to meet customer expectations, we require sellers to maintain an Order Defect Rate under 1% in order to sell in the Amazon Store. An order defect rate above 1% may result in a restriction of your selling privileges, including suspension of seller-fulfilled offers.
The Negative Feedback Rate (represented as a percentage) is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning that we look at the date of the order (not the date on which the feedback was received) when computing the rate. The Negative Feedback Rate might not match the feedback that customers see, which is calculated based on when the feedback was received instead of when the order was placed.
A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One- and two-star ratings are considered negative. For more information, go to Monitor your account health.
If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using one of the following options:
For more information, go to Email templates for Buyer-Seller Messaging Service.
If you believe a customer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager:
For more information, go to Can Amazon remove customer feedback?
The A-to-z Guarantee claim rate (represented as a percentage) is the number of orders with a relevant claim divided by the number of orders in a given 60-day time period. To manage and take action on claims, go to Manage A-to-z claims.
The following types of claims affect your Order Defect Rate:
The following types of claims do not affect your Order Defect Rate:
For more information about the A-to-z Guarantee claims investigation process, go to About Amazon’s A-to-z Guarantee claims.
If you require additional assistance with addressing A-to-Z Guarantee claims issues, you can use the A-to-Z Guarantee claims questions tool:
The credit card chargeback rate (represented as a percentage) is the number of orders that have received a credit card chargeback divided by the number of orders in the relevant period. The metric is order-correlated, meaning that we look at the date of the order (not the date on which the service chargeback was received) when computing the rate.
Credit card chargeback is similar to an A-to-z Guarantee claim except that the credit card issuer processes the claim and makes the decision, not Amazon.
Possible problems might include:
When a customer disputes a purchase charged to their credit card, it is referred to as a chargeback request. We broadly categorise chargebacks as either fraud or service.
A fraud chargeback means the buyer claims not to have made the purchase at all. These claims are typically related to stolen credit cards used by fraudulent buyers. Amazon does not count fraudulent transaction chargebacks towards your ODR.
A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem. In those instances, if the credit card company decides in favour of the buyer, it will count against your ODR.
For more information regarding how to address credit card chargeback claims, go to Respond to a chargeback claim.
To view your Order Defect Rate and download your Order Defect Rate report: