Order defect rate
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 (defined below) represented as a percentage of total orders during a given 60-day time period.
An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied, or a credit card chargeback. Our policy is that sellers maintain an order defect rate under 1% in order to sell on Amazon. An order defect rate above 1% may result in a restriction of your selling privileges, including suspension of seller-fulfilled offers.
There are three components of order defect rate:
- Negative Feedback Rate
- A-to-z Guarantee Claim Rate
- Credit Card Chargeback Rate
Negative feedback rate
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, go to Monitor your account health.
A-to-z Guarantee claim rate
The A-to-z Guarantee claim rate (represented as a percentage) is the number of orders with a relevant claim (see below) divided by the number of orders in a given 60-day time period. To manage and take action on claims, go to A-to-z Guarantee Claims page.
The following types of claims impact your order defect rate:
- Claims that are granted and debited from your account
- Claims for which you refunded the customer after the claim was filed
- Claims for which you or Amazon cancelled the order
- Claims that are pending a decision
The following types of claims do not impact your order defect rate:
- Claims that are granted and paid for by Amazon
- Claims that were denied to the customer
- Claims that were withdrawn by the customer
Credit Card Chargeback rate
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:
- The buyer claims that they didn't receive the item.
- The buyer returned the item, but didn't receive a refund.
- The buyer received a damaged or defective product.
When a buyer disputes a purchase charged to their credit card, it is referred to as a chargeback request. We broadly categorize 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 order defect rate.
A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem.
To view your order defect rate and download your report:
- Go to the Account Health page.
- In the Customer Service Performance section, click View details.
- Select the Order Defect Rate tab. Scroll down and click the Download Report button.
