Understanding and Improving Your Amazon Seller Order Defect Rate
The Amazon Seller Order Defect Rate (ODR) is a metric used by Amazon to measure a seller's performance in the marketplace. The ODR is calculated as the percentage of orders received by a seller that result in negative customer feedback, an A-to-Z claim, or a chargeback.
A low ODR is desirable for Amazon sellers, as it demonstrates high customer satisfaction and trust in the seller. On the other hand, a high ODR can indicate problems with product quality, shipping, customer service, or other factors that negatively impact the customer experience.
Amazon uses the ODR as part of its performance metrics to evaluate a seller's eligibility for specific programs, such as the Buy Box and Amazon's advertising programs. As a result, sellers with a high ODR may face restrictions on their accounts or even be suspended from the marketplace.
Amazon sellers must regularly monitor their ODR and take steps to improve their performance if necessary. Some ways to strengthen your ODR score are:
- Improving product quality
- Providing excellent customer service
- Promptly addressing shipping and delivery issues