Understanding Amazon’s Order Defect Rate (ODR) — Lessons from CJ Rosenbaum
Over the years, I have worked with thousands of Amazon sellers whose accounts were affected by a high Order Defect Rate (ODR).
When Amazon flags a seller for too many negative feedbacks, A-to-Z Guarantee claims, or chargebacks, it can result in account suspension or listing removal.
This explains what ODR is, how it impacts account health, and the steps sellers can take to reduce it based on what I have seen in real reinstatement cases.
What is Order Defect Rate (ODR)?
Amazon’s ODR measures a seller’s performance through three main indicators:
Negative Feedback Rate – Percentage of orders receiving 1- or 2-star reviews.
A-to-Z Guarantee Claims – Unresolved customer claims impacting order quality.
Chargeback Rate – Credit card disputes initiated by buyers.
Why High ODR Leads to Account Suspension
A high ODR signals repeated customer dissatisfaction. Amazon’s automated system may respond with:
Account Deactivation – Temporary or permanent account suspension.
Listing Removals – Products with high defect rates may be deactivated.
Lost Sales & Revenue – An inactive account means loss of income and damaged brand reputation.
Withheld Funds– Accounts under performance review may experience frozen balances.
“In most reinstatement appeals I prepare, ODR is one of the first metrics Amazon investigators review.” — CJ Rosenbaum
How to Reduce High ODR & Prevent Suspensions
Analyze Negative Feedback – Identify complaint patterns and resolve them before they escalate.
Document Compliance Improvements– Keep records of operational updates to include in future appeals if needed.
Respond to A-to-Z Claims Quickly – Provide refunds or clarifications within 48 hours to prevent unresolved disputes.
Enhance Customer Service – Use templated responses and clear return policies to reduce buyer frustration.
Monitor Performance Metrics – Regularly check ODR data, return defect rates, and policy warnings to detect trends early.
REAL-WORLD EXAMPLE
One seller I assisted had a sudden ODR spike after several delivery delays.
We traced the issue to a third-party carrier, compiled delivery confirmations, and built a Plan of Action explaining the corrective measures.
Amazon reinstated the account within five days.
This case showed how data, transparency, and a measured response can change outcomes.
DISCLOSURE
This content is written by CJ Rosenbaum, founding partner of Rosenbaum & Segall, P.C. and author of seven books for Amazon sellers.
It reflects my personal experience assisting Amazon sellers with account reinstatements and is shared for educational purposes only.
For formal representation, visit AmazonSellersLawyer.com.