ODR
Also known as: Order Defect Rate
The percentage of orders with a negative customer experience (negative feedback, A-to-Z claim, or chargeback). Must stay under 1%.
Order Defect Rate (ODR) is the percentage of your orders that received at least one of the following over a 60-day window: negative seller feedback, an A-to-Z guarantee claim, or a chargeback. Amazon's threshold is 1% — exceeding it puts your account at risk of suspension and can affect Buy Box eligibility immediately.
For FBA sellers, most ODR-relevant events are outside your direct control because Amazon handles fulfillment. The remaining sources are: product quality issues (a defective product gets a negative review and a refund), listing accuracy (the listing doesn't match what arrives), and policy violations. A sudden ODR spike usually points to a specific SKU with a quality problem.
FBM sellers face higher ODR risk because shipping delays, damaged packages, and tracking issues all contribute. Late Shipment Rate and ODR are tightly correlated for FBM operations. The defense is the same as for general account health: monitor weekly, investigate spikes immediately, and refund proactively before disputes escalate to A-to-Z claims.