Defective Order Rate
Hello Everyone,
My Defective Order Rate has been negatively impacted by negative feedback, leading to a decrease in sales and the loss of almost all my Buy Boxes. I contacted the customers and resolved their issues, but they did not update their feedback. Since I am not receiving orders, my Defective Order Rate is increasing proportionally. To continue selling, my Defective Order Rate needs to be below 1% (currently, it is 2.06%). These interrelated issues are difficult to overcome. For sales to happen, the Defective Order Rate must be below 1%. If there is a high Defective Order Rate, there are no sales. Without sales, the Defective Order Rate continues to rise, negatively affecting account health. Why does negative feedback affect our sales and store performance so significantly? It only results in preventing us from making sales. What can I do?
Defective Order Rate
Hello Everyone,
My Defective Order Rate has been negatively impacted by negative feedback, leading to a decrease in sales and the loss of almost all my Buy Boxes. I contacted the customers and resolved their issues, but they did not update their feedback. Since I am not receiving orders, my Defective Order Rate is increasing proportionally. To continue selling, my Defective Order Rate needs to be below 1% (currently, it is 2.06%). These interrelated issues are difficult to overcome. For sales to happen, the Defective Order Rate must be below 1%. If there is a high Defective Order Rate, there are no sales. Without sales, the Defective Order Rate continues to rise, negatively affecting account health. Why does negative feedback affect our sales and store performance so significantly? It only results in preventing us from making sales. What can I do?
2 replies
Seller_y7W9ccUlauftE
Your Order Defect Rate will improve when the negative feedback stops being counted. The 60 day ODR time range is updated once per day.
Buyers are allowed to delete feedback, they are not allowed to change the feedback.
Stevie_Amazon
Hey there @Seller_meU7GFUTuIOUq,
I hope this finds you well! Thanks so much for posting here in the Seller Forums!
The order defect rate (ODR) is part of the order performance program policy, which is designed to measure seller performance in terms of customer service and shipping performance. Specifically, ODR is the measure of customer service performance.
As you have stated, this takes into account the amount of negative feedback in addition to A-to-Z guarantee claims and chargeback claims within a given 60-day period. This must remain under 1% at all times in order to maintain a healthy seller-fulfilled status and maintain customer expectations.
Is there any re-occurring theme to the feedback being left by your customers?
While I do understand this can directly impact your featured offer eligibility, this does not necessarily mean you will have no sales. If your seller-fulfilled offers are at risk of deactivation, there are steps to take in order to maintain the selling ability on your account. Per the ODR help page, "If your seller-fulfilled offers are at risk of deactivation, you may be eligible to take a quiz to avoid the deactivation. For eligible sellers, the option will appear in the banner at the top of your Account Health page where you will be given an opportunity to take a five-question quiz regarding the ODR policy. You have 72 hours to take the quiz. If you pass the quiz, no plan of action (POA) will be required from you, or will your listings be deactivated. We recommend that you look for and take the quiz whenever available, as this is the best way to maintain your account health. "
Please feel free to provide any further relevant information here, as the community and I want to ensure we support you to the best of our ability.
Warm regards,
Stevie.
