The order defect rate is the crucial performance assessment metrics for evaluating the performance of the seller by Amazon. It is calculated by the total number of defect orders by the total number of orders in 60 days. If the metric exceeds 1 % it might result in suspension. In case, if it is suspended, you can reinstate your account by crafting amazon appeal letter.

There are 3 main components for calculating the ODR

1-Negative Feedback Rate:

This situation occured when a buyer doesn’t receive the order on time or if any defect in the product. The buyer can drop negative feedback on your listing. For avoiding negative feedback, you need to contact the buyers immediately and convince him and ensure him to refund.

The negative feedback is calculated by the number of orders, you have received negative feedback divided by the total number of orders in the relevant period.

2-A-to-z Guarantee Claim Rate:

Amazon a to z guarantee claims two things the delivery time and quality of the product. If a seller doesn’t get the package in expected time then the customer claim for a to z guarantee.

When a customer does not receive the package in the expected time and after contacting A-to-z Guarantee Claim Rate is calculated by this formula:

 Important Links :

These are some types of claims below which impacts ODR:

  • The Claims is granted
  • Claims which you provided an order refund after filing the claim.
  • Amazon cancels the order that claims will impact ODR.
  • Claims that are under review will impact ODR.
3-Credit Card Chargeback Rate:

Credit chargeback is the request by the buyer to refund his money which can affect your order defect rate. A buyer asks for a refund for many reasons such as for fraud or bad service or for defective goods or when they never receive a refund for return. The chargeback impacts your order defect rate.

Amazon Plan Of Action

How to Improve Amazon Order Defect Rate (ODR)?

It is very important to maintain the ODR rate if it higher than 1 % then you will lose the chance to win the buy box. And your account may also face suspension. To reinstate your account you require a proper plan of action to submit to Amazon within 17 days.

For preventing your account from suspension, it is necessary to maintain ODR. The most common reason for influencing is a to z claim and negative feedback that why it is very important to be careful and check the review time to time and respond to it immediately.

These are the metric rate below you should maintain for avoiding from order defect rate:

  • The late shipment rate should be below 4 percent.
  • The pre-fulfillment cancel rate should be Below 2.5 percent.
  • The order defect rate should be below 1 percent.

Now I would like to tell how to write Amazon appeal letter step by step:-

The first thing is that you need to accept all claims and resolve all the problem which are pending at the stage of Amazon. In the appeal letter, you need to mention that you have made a change in the description of the product and now we are selling exact products to our customer.

Make a promise that this mistake will not happen in the future and we will prove a proper description for the product so that we can specify the real product and we are selling the exact product.


Hoping that you would have understood very well from the above article. If you have any query related to plan of action for order defect rate. You can contact us on the toll-free number. We have a team of Amazon lawyer expert who has specialization in writing proper appeal letter. Get your account reinstate from us. We are always available 24/7 to help you.

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