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This article applies to selling in: United Kingdom

Return Dissatisfaction Rate

The Return Dissatisfaction Rate (RDR) measures your customers’ satisfaction with their return experience. The return experience is negative when a return request has negative buyer feedback (Negative Return Feedback Rate), is not responded to within 48 hours (Late Response Rate), or is incorrectly denied (Invalid Rejection Rate). Your Return Dissatisfaction Rate is all negative return requests represented as a percentage of total return requests.

Our policy is that sellers maintain an RDR under 10%. At this time, there is no penalty for not meeting the performance target, though customers with unresolved problems are more likely to submit negative feedback and A-to-z Guarantee claims.

The Return Dissatisfaction Rate (RDR) consists of three 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 authorise returns. You can automatically authorise 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.

Check for return requests daily. When you do not 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. Make sure that you check your feedback: a return request that receives negative feedback is more likely to escalate to a claim.

Late Response Rate

The Late Response Rate is the percentage of valid returns requests for which you don’t authorise the return, provide a refund or close the request within 48 hours of receiving it.

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 authorised 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.

Find out more about our returns policies.

Select close codes to resolve without a return

If the buyer requests a return but you are 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

To view your RDR and download your RDR report:

  1. Go to the Account Health page.
  2. In the Customer Service Performance section, click on View details.
  3. Select the Return Dissatisfaction Rate tab. Scroll down and click on the Download Report button.

See also

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