ODROrder Defect Rate
ODR is the percentage of orders that result in a negative experience — negative feedback, an A-to-Z claim, or a chargeback. Amazon requires ODR below 1% to maintain a healthy seller account.
What is ODR?
Order Defect Rate is calculated as: (Negative Feedback + A-to-Z Claims + Chargebacks) ÷ Total Orders over a rolling 60-day period. Each component is counted once even if a single order triggers multiple defects. Amazon monitors ODR continuously and will suspend accounts where it consistently exceeds 1%.
ODR is one of the three primary Account Health metrics alongside Late Shipment Rate and Pre-Fulfilment Cancellation Rate. FBA sellers have an inherent advantage: Amazon handles fulfilment and takes responsibility for late shipments and certain fulfilment errors, which removes a significant source of ODR from the seller's control. FBM sellers carry full ODR risk from their own fulfilment operations.
The most common drivers of ODR are: product quality issues generating negative feedback; inaccurate listings causing 'not as described' A-to-Z claims; late shipments on FBM orders; and payment processing issues triggering chargebacks. Proactive customer service — responding within 24 hours and offering refunds before customers escalate — is the most effective ODR prevention strategy.
Why it matters for sellers
Account suspension from ODR violations immediately stops all revenue. Reinstating a suspended Amazon account takes days to weeks and requires a formal Plan of Correction (POC) submission. A suspended account also loses BSR position, review accumulation, and organic rank during the downtime — compounding losses far beyond the suspension period itself. Maintaining ODR well below 1% (target: below 0.5%) is non-negotiable account hygiene.
How to use ODR
Monitor Account Health dashboard in Seller Central daily. Set up automated alerts for any A-to-Z claim filed. When a defect occurs, contact the customer proactively — offer a refund or replacement before they escalate. For negative feedback, respond professionally and request removal if the issue was resolved. If feedback was left due to a fulfilment error on FBA, Amazon will often remove it automatically.
For FBM sellers: use a reliable fulfilment method with tracking, ship same-day or next-day, and add buffer days to estimated delivery windows rather than promising aggressive timelines you might miss.
Real-world example
An FBM seller launches a new product line during Q4 and ships 400 orders. A batch of 30 units has a defective packaging issue causing product damage in transit. 12 customers file A-to-Z claims. ODR spikes to 3% (12/400), triggering an account health warning. The seller proactively refunds all affected customers, removes the defective batch from inventory, and submits a Plan of Correction. Amazon reviews and restores normal account status within 5 days.
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Frequently asked questions about ODR
Does FBA protect me from ODR?
Partially. FBA removes shipping-related defects (late delivery, damage in transit) from your ODR calculation if they are caused by Amazon's fulfilment network. However, product quality issues, 'not as described' complaints, and negative reviews about the product itself still count against your ODR. FBA is not a shield against poor product quality.
Can I get negative feedback removed from my ODR?
Yes, in limited cases. Feedback containing only a product review (not a seller comment), feedback referencing an FBA fulfilment error, or feedback that violates Amazon's guidelines can be removed. For other negative feedback, you can respond publicly and request removal from the customer — Amazon cannot force removal if guidelines aren't violated.
What happens if my ODR exceeds 1%?
Amazon will send a performance warning. If ODR is not corrected within the timeframe specified (often 72 hours), selling privileges may be suspended. To reinstate, you must submit a Plan of Correction explaining root causes and specific preventive actions. Repeated violations can result in permanent account closure.