Order Defect Rate (ODR) is the percentage of a seller’s orders over a 60-day period that received a negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback. It is Amazon’s single most important account-health metric — Amazon requires ODR to stay below 1% or the account faces suspension.
How ODR Is Calculated
- Amazon counts the number of orders in the trailing 60 days.
- For that same window, Amazon counts the number of orders with at least one defect: a 1-2 star feedback, an A-to-z claim (granted or pending), or a service chargeback.
- ODR = (defective orders ÷ total orders) × 100.
- The metric refreshes daily in the Account Health dashboard.
- Amazon calculates ODR at the account level, not per marketplace, so a US and CA seller shares one ODR.
The Three ODR Components
| Component | Definition | Typical Cause |
|---|---|---|
| Negative Feedback | 1-star or 2-star seller feedback | Slow shipping, damaged item, wrong item, unresponsive support |
| A-to-z Guarantee Claim | Buyer files a claim Amazon resolves | Item not received, item significantly not as described |
| Service Chargeback | Buyer disputes the transaction with the card issuer | Fraud suspicion, non-delivery, refund refused |
Why It Matters for Sellers
The 1% ceiling is unforgiving — a small seller with 100 orders and a single A-to-z claim is at 1% instantly. Amazon typically sends a warning at 1%, then suspends selling privileges shortly after. FBM sellers carry more ODR risk because shipping performance is under their control; FBA orders inherit Amazon’s shipping performance and generally push ODR down. Removing negative feedback (via seller-central request when it violates policy) and preemptively refunding at-risk orders are the two most effective ODR levers.
How SellerSonar Helps
- Retail Issues Alerts surface listing-level defects (suppressions, policy warnings) that often correlate with the buyer complaints that later become ODR events.
- Buy Box Tracker monitors the Buy Box changes that follow account-health downgrades.
Start your free SellerSonar trial today.
Related Terms
- Section 3 Suspension — the enforcement action that follows a chronic ODR breach
- Verified Purchase — negative feedback from Verified Purchase buyers weighs the same for ODR
- Amazon FBA — FBA generally lowers ODR by taking shipping performance out of seller hands