Overview

Order Defect Rate (ODR) is one of the most critical performance metrics Amazon uses to evaluate seller accounts. This metric measures the percentage of orders that receive negative customer service indicators over a rolling 60-day window, and exceeding the threshold can lead to account suspension. Every Amazon seller needs to understand how ODR works, what drives it, and how to keep it under control.

Key Points / What Sellers Need to Know

• ODR must stay below 1% - Amazon requires all sellers to maintain an order defect rate under 1% to continue selling on the marketplace. Exceeding this threshold puts your account at immediate risk.
• Three factors contribute to ODR - The metric is calculated from three components: negative feedback (1-2 star reviews), A-to-z Guarantee claims, and credit card chargebacks. Any one of these on an order counts as a defect.
• The measurement window is 60 days - Amazon evaluates your ODR over a rolling 60-day period, meaning recent performance matters most and improvements can show results relatively quickly.
• Consequences are severe - An ODR above 1% can result in restriction of selling privileges, including full suspension of your seller-fulfilled offers.
• A quiz option may save your account - Eligible sellers facing deactivation may be offered a five-question quiz as an alternative to submitting a formal plan of action.

How Order Defect Rate Is Calculated

Amazon calculates ODR by dividing the number of orders with at least one defect indicator by the total number of orders during a 60-day period. The three defect indicators are negative buyer feedback, A-to-z Guarantee claims filed by customers, and credit card chargebacks. It is important to note that only one defect per order is counted, even if an order triggers multiple indicators. For example, if a buyer leaves negative feedback and also files an A-to-z claim on the same order, that order only counts as one defect toward your ODR. This means the metric reflects the proportion of problematic orders rather than the total number of individual complaints.

The Quiz Alternative for At-Risk Sellers