Performance Metrics
Order Defect Rate (ODR)
Also known as: ODR
Order Defect Rate (ODR) is the percentage of orders with negative feedback, A-to-z claims, or chargebacks over a rolling window, and Amazon expects it to stay at or below 1%. Breaches trigger performance notifications and can contribute to deactivation. Appeals explain defect drivers, refunds issued, and process fixes that protect future orders.
Why it matters
ODR is a headline performance metric that feeds Account Health and can compound with other open violations. Spikes often follow fulfillment errors, slow buyer messaging, or chargeback clusters rather than product quality alone. Amazon expects sellers to show both immediate remediation and messaging workflows that prevent repeat defects. Performance appeals that ignore A-to-z and feedback drivers usually fail. Segment defects by SKU and fulfillment channel so the POA explains the true driver instead of a single blended excuse. Include rolling ODR trend screenshots when the metric has already started to recover. Note any carrier or FBA issues separately from seller-controlled messaging delays. Pair the appeal with a corrective action log signed by operations leadership.
Example
ODR crosses 1% after a warehouse mis-pick wave. The seller issues proactive refunds, updates pick-pack QA, and documents response-time improvements in the appeal. A chart shows defect rate trending down over the next two weeks.
Related terms
- A-to-z Guarantee Claim: An A-to-z Guarantee claim is a buyer protection dispute filed when a customer believes an order was not received or not as described and the seller did not resolve it.
- Account Health Rating (AHR): Account Health Rating (AHR) is Amazon's consolidated account-level health score reflecting unresolved policy and performance problems across a seller account.
- Preventive Measure: A preventive measure is an ongoing control that stops the same Amazon policy violation from recurring after reinstatement.