What is ODR (Order Defect Rate)? ODR (Order Defect Rate) Evaluation

The Order Defect Rate (ODR) is the primary metric for measuring your ability to provide a good buyer experience. It covers all orders with one or more defects as a percentage of the total number of orders within a given 60-day period.

An order is defective if it has negative feedback, an A-to-z Guarantee claim (not declined), or a credit card chargeback. The policy states that sellers should maintain an ODR below 1% to be able to sell on Amazon. An ODR above 1% may result in account deactivation.

ODR has three components

1. Negative feedback rate

The negative feedback rate (expressed as a percentage) is the number of orders that received negative feedback during the relevant time period divided by the total number of orders during that time period. This metric is tied to orders, which means that when calculating the negative feedback rate, we consider the order date, not the date the feedback was received. The negative feedback rate is different from the feedback that buyers see, which is calculated based on when the feedback was received, not when the order was placed.

Sellers' commitment to maintaining a low negative feedback rate reflects our customer-centric philosophy. One- and two-star ratings are considered negative feedback. For more information, see Monitoring Your Account Health.

Note: If a buyer removes negative feedback, we do not consider this feedback when calculating ODR. However, it may take 48 hours for the feedback to disappear from the metrics after the buyer removes it.

2. Amazon Marketplace Transaction Guarantee Claim Rate

The A-to-z Guarantee Claim Rate (expressed as a percentage) is calculated by dividing the number of orders that received an A-to-z Guarantee claim during the relevant time period by the total number of orders during that time period.

The following types of claims can impact your order defect rate:

Claims that have been approved and debited from your account (shown as "Claim approved, funds provided by seller")

You provided a claim for order refund after the buyer filed a claim (displayed as "Order Refunded")

Claims resulting from order cancellation by you or Amazon (shown as “Order Cancelled”)

Claims that are under review (displayed as "Under Review").

The following types of claims do not impact your order defect rate:

Claims that have been approved and paid by Amazon (shown as “Claim approved, funds provided by seller”)

Claims we rejected (shown as "Completed")

Claims withdrawn by the buyer

Claims where the order was shipped through Amazon Buy Shipping Service and the reason was "Item Not Received"

Sellers who proactively reach out to buyers to resolve order issues will avoid most A-to-z Guarantee claims.

3. Credit card rejection rate

The chargeback rate, expressed as a percentage, is the number of orders that received a chargeback during the relevant time period divided by the total number of orders during that time period. This metric is tied to orders, which means that when calculating the service chargeback rate, we consider the order date instead of the date the service chargeback was received.

A credit card chargeback is similar to an A-to-z Guarantee claim, except that the claim processing and decision is made by the credit card issuer, not Amazon.

Possible problems include:

The buyer claims that he did not receive the product.

The buyer returned the item but did not receive a refund.

The buyer received a damaged or defective item.

When a buyer disputes a purchase that was charged to their credit card, Amazon calls this a chargeback. We broadly categorize chargebacks into two categories: fraud chargebacks and service chargebacks.

A fraudulent chargeback means that the buyer claims that they did not purchase an item. This type of claim is often associated with a fraudulent buyer using a stolen credit card. Amazon does not consider chargebacks for fraudulent transactions when calculating your Order Defect Rate.

A service chargeback occurs when a buyer confirms that they purchased the item but indicates to the credit card issuer that they experienced a problem.

*Note: For more information about communicating with buyers, see Communicating with Buyers Using the Buyer-Seller Messaging Service.

View ODR and download ODR report process

Go to the Account Status page.

In the Buy Customer Service Performance section, click View Details.

Select the Order Defect Rate tab. Scroll down and click the Download Report button.