Quick answer: Amazon’s Order Defect Rate (ODR) is the percentage of seller-fulfilled orders in a 60-day period that have negative feedback (1 or 2 stars), an A-to-z Guarantee claim, or a credit card chargeback. Amazon requires ODR under 1%. Above that, Amazon may suspend your Fulfilled by Merchant selling privileges or deactivate offers with high defects. Some claims and chargebacks do not count, such as claims Amazon finds you were not at fault for and fraud chargebacks, and buyer-removed feedback drops out within about 48 hours.
ODR is Amazon’s main measure of customer service quality for sellers who ship their own orders. Knowing exactly what counts, and what does not, is the fastest way to bring it down. This guide explains how Amazon grades each part of ODR, based on Amazon’s Order Defect Rate help page.
How Order Defect Rate Is Calculated
Amazon describes ODR as the percentage of orders with one or more indicators of poor customer service during a 60-day period. An order with more than one defect, such as negative feedback and a claim, is counted once. ODR applies only to seller-fulfilled orders.
What Counts and What Does Not
| Defect type | Counts toward ODR | Does not count |
|---|---|---|
| Negative feedback | 1 and 2 star seller ratings, matched to the order date | Feedback the buyer withdraws; Amazon says removal can take up to 48 hours to show |
| A-to-z Guarantee claims | Claims granted where Amazon finds you at fault; claims you refunded after filing; claims where you or Amazon cancelled the order; claims pending appeal | Claims where you were not at fault; denied claims; claims withdrawn by the buyer; property damage and personal injury claims |
| Credit card chargebacks | Service chargebacks, matched to the order date | Fraud chargebacks, where the buyer says they did not make the purchase |
Negative feedback is order-correlated
Amazon looks at the date of the order, not the date the feedback was left. That means the feedback counted in your ODR might not match what buyers see on your profile.
Claims can come off on appeal
Amazon says that if a claim decision is reversed on appeal and you are found not at fault, the claim is removed from your ODR.
Chargebacks are decided by the card issuer
Amazon explains that a chargeback is like an A-to-z claim except that the card issuer makes the decision. Common reasons include an item not received, a return without a refund, or a damaged or defective product.
How to Lower Your Order Defect Rate
Work with buyers who leave negative feedback
Amazon recommends identifying what caused the negative experience and contacting the buyer through Feedback Manager or Buyer-Seller Messaging templates. Messaging must be about the order or a customer service question.
Request removal of feedback that qualifies
If you believe feedback is incorrect and meets Amazon’s removal requirements, select Request removal next to the order in Feedback Manager.
Respond to A-to-z claims quickly
Manage claims from the A-to-z Guarantee claims page in Seller Central. Claims Amazon decides you were not at fault for, and claims the buyer withdraws, do not count.
Respond to chargebacks
Provide the information requested so the card issuer has your side, such as tracking and delivery confirmation.
Prevent the defects in the first place
- Ship on time and confirm with valid tracking.
- Describe products accurately so they match what arrives.
- Answer buyer messages promptly.
- Process returns and refunds quickly.
What Happens Above 1%
Amazon states that ODR above 1% may result in suspension of your Fulfilled by Merchant selling privileges or deactivation of seller-fulfilled offers with high rates of negative feedback, claims, or chargebacks. If that happens, Amazon says to appeal from the Account Health page by selecting Submit appeal and following the instructions.
Our Amazon suspension and reinstatement team handles ODR appeals. To keep ODR under control, see our Amazon account health maintenance service.
Frequently Asked Questions
What is a good order defect rate on Amazon?
Amazon requires sellers to maintain an ODR under 1%.
How long does a defect stay in my ODR?
ODR is measured over a 60-day period, and feedback and chargebacks are matched to the order date.
Does ODR apply to FBA orders?
No. Amazon states ODR applies only to seller-fulfilled orders.
Do fraud chargebacks count toward ODR?
No. Amazon does not count fraud chargebacks, where the buyer claims they did not make the purchase, against the seller.
Can I get negative feedback removed?
If feedback meets Amazon’s removal requirements, you can request removal in Feedback Manager. If the buyer withdraws it, it stops counting, which can take up to 48 hours.
Get Help With a High ODR
Submit your case for a free assessment, or book a consultation.
Sources
- Amazon Seller Central, Order Defect Rate
- Amazon Seller Central, Appeal an account deactivation or listing removal
