The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It includes all orders with one or more defects represented as a percentage of total orders during a given 60-day time period. The following are the three types of ODR:
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
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 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 buyers 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, see Monitor your account health.
If you received negative feedback from a buyer, it is recommended that you try to identify the cause of the issue and work with the buyer using one of the following options:
For more information, refer to Email templates for Buyer-Seller Messaging.
If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager:
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. You can manage and take action on claims via the A-to-z Guarantee Claims page.
The following types of claims impact your ODR:
The following types of claims do not impact your ODR:
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 we look at the date of the order (not the date on which the service chargeback was received) when computing the rate.
A 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 buyer 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.
For more information regarding how to address credit card chargeback claims, see Respond to a chargeback claim.
To view your ODR and download your ODR report: