ODR (Order Defect Rate)

Order Defect Rate (ODR) is a critical health metric Amazon uses to evaluate seller performance, particularly for 3P sellers on Seller Central. It represents the percentage of total orders that resulted in a poor customer experience - based on Amazon-defined defect signals.

ODR includes:

1. Negative Feedback - low star ratings and poor reviews
2. A-to-Z Guarantee Claims - customer-filed disputes over item quality, delivery, or refunds
3. Credit Card Chargebacks - payment disputes initiated by the buyer through their bank

Formula:Target threshold:

• Amazon requires sellers to maintain an ODR below 1%
• Exceeding this threshold can result in account warnings, suspensions, or Buy Box loss

Why ODR matters:

• Directly tied to account health and seller privileges
• Impacts Buy Box eligibility and Prime status
• Helps Amazon ensure a consistent customer experience

💡 Example: A seller ships 500 orders in a 30-day period. If 7 of those receive negative feedback or A-to-Z claims, their ODR is 1.4% - putting their account at risk.

In short:
ODR (Order Defect Rate) measures how often a seller’s orders result in serious customer complaints - a vital Amazon performance metric where staying below 1% is crucial to maintaining account health.