Does customer return with reason "Item is Defective" count toward Order Defect Rate (ODR)?
From my understanding, the only time a defective item would count toward your ODR is through an A-to-Z Guarantee Claim. But this only happens when the customer isn't given a refund based on Amazon's policy.. which automatically gives a refund for the reason "Item is Defective".
Am I understanding this correctly?
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ODR 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 ODR:
- Negative Feedback Rate
- A-to-z Guarantee Claim Rate
- Credit Card Chargeback Rate
You can view Amazon's → Order defect rate help page for additional info.
Refunds are either processed manually or, if they are under $100, Refunded at First Scan.
See →Refund at First Scan (RFS) for seller-fulfilled returns.
Regarding A-z claims, Amazon doesn't automatically grant in the customer's favor on reason 'Item Defective.' It will depend on the evidence provided.
Here are some additional help pages to familiarize yourself with:
