Customer satisfaction is one of the most important performance measures we use to determine how well you are doing as a seller on Amazon. The Customer Metrics page provides you with greater insight into how you are doing with respect to customer satisfaction.
The following performance metrics are included on the Customer Metrics page. These metrics are calculated and displayed by fulfillment channel (seller-fulfilled and Amazon-fulfilled).
Order Defect Rate (ODR):
ODR is the percentage of orders that have received a negative feedback, an A-to-z Guarantee claim or a service credit card chargeback. It allows us to measure overall performance with a single metric.
Cancellation Rate:
This metric measures your in-stock rate for seller-fulfilled items sold on Amazon.
Late Shipment Rate:
On-time shipment is a promise we make to our mutual customers. Seller-fulfilled orders that are confirmed after the expected ship date are considered to be late.
Valid Tracking Rate:
To calculate your Valid Tracking Rate, we take the number of packages you've shipped with a valid tracking divide it by the total number of packages you've shipped and confirmed. Tracking numbers are considered valid only if they have at least one carrier scan recorded. We require that 95% of all packages you ship include a valid tracking number .
On-Time Delivery:
On-Time Delivery shows the percentage of seller-fulfilled packages that buyers receive by the estimated delivery date. This number is based on confirmed tracking information. Since we use shipment tracking to calculate on-time delivery, we also show the Valid Tracking Rate for all packages shipped.
Return Dissatisfaction Rate (RDR):
RDR measures customer satisfaction with how their returns are processed. It's calculated as a percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative customer feedback.
Customer Service Dissatisfaction Rate (CSDR):
CSDR measures customer satisfaction with your responses to buyer messages. When you respond to a buyer through the Buyer-Seller Messaging Service, we include a survey immediately below your response asking: "Did this solve your problem?" Buyers can select "Yes" or "No," and the CSDR is the percentage of "No" votes divided by the total number of responses.
Frequently asked questions
What is an order defect?
An order is defined as having a defect if we have received a negative feedback, an A-to-z Guarantee claim or a service credit card chargeback on that order.
What is the Order Defect Rate (ODR)?
The Order Defect Rate (represented as a percentage) is defined as the number of orders with a defect divided by the number of orders in the time period of interest.
Over what time period is the ODR calculated?
The ODR can be can be calculated over any historical order period. Since many defects are reported several weeks after orders are placed or received, we typically only compute them for periods ending no earlier than 30 days from the present.
If I have an A-to-z Guarantee claim and a negative feedback rating on an order, does it count twice?
No, an order can only be defective once. Having negative feedback and a claim on the same order will only count as a single defect.
Do all claims count as defects?
No, not all claims are counted as defects. Resolved claims that are denied, including buyer-withdrawn claims that are denied, do no affect your ODR.
What is the Negative Feedback Rate?
The Negative Feedback Rate is the number of orders that have received a negative feedback divided by the number of orders in the time period of interest. This metric is order-correlated and is represented as a percentage. It is one of the three components of the Order Defect Rate metric.
What is a service credit card chargeback?
When a buyer disputes a purchase charged to their credit card with their bank, it's referred to as a chargeback request. These chargebacks are broadly categorized as either fraud or service.
A fraud chargeback means the buyer claims not to have made the purchase at all. These are typically related to stolen credit cards used by fraudulent buyers. Amazon protects you 100% from fraudulent transaction chargebacks.
A service chargeback means the buyer acknowledges a purchase but indicates to their credit card issuer that they experienced a problem.
Such problems may include:
The buyer claims the item was not received.
The item was returned but no refund was given.
The buyer received a damaged or defective product.
A service chargeback is similar to an A-to-z Guarantee claim except that the processing and decision is made by the credit card issuer, not Amazon.
What is the service chargeback rate?
The service chargeback rate is the number of orders that have received a service credit card chargeback divided by the number of orders in the time period of interest. The metric is order-