Amazon's policies are designed to maintain a healthy marketplace that is safe for buyers and fair for sellers. Violations of these policies may result in content removal or account deactivation.
We’re improving the Account Health experience to make it easier to resolve policy violations and issues that could lead to suspension of your selling account. We’re continually adding new issue types, which can be found elsewhere in Seller Central, in your Performance Notifications inbox, or communicated instantly via email. Issues and violations on this page should be addressed quickly to ensure your selling account remains uninterrupted.
Order Defect Rate (ODR) is a key metric for measuring your ability to provide an excellent buyer experience. ODR is the percentage of all orders with a defect (as defined below) during a given 60-day period.
An order is defective if it has negative feedback, an A-to-z Guarantee claim (that was not declined), or a credit card chargeback.
Our policy requires sellers to maintain an ODR of less than 1% to sell products on Amazon. An ODR above 1% may result in account deactivation.
Order defect rate: < 1%;
Pre-delivery cancellation rate: < 2.5%;
Late rate: < 4%
Order Defect Rate (ODR): The percentage of orders that received negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback.
Pre-delivery cancellation rate: The number of orders canceled by sellers before confirming the order divided by the number of orders within a certain period of time.
Pre-delivery cancellation rate = (cancelled orders) / (total orders).
When calculating this metric, Amazon counts all orders canceled by sellers, except for order cancellations requested by buyers using the order cancellation option in their Amazon accounts. (Pending orders canceled by the buyer directly on Amazon.com are also not included)
Late Shipment Rate: The number of orders confirmed after the estimated delivery date divided by the number of orders during the statistical period.
Refers to the number of seller-fulfilled orders that were not confirmed shipped by the estimated ship date during the relevant time period divided by the total number of seller-fulfilled orders during that time period.
Delays in confirming order shipment by sellers may result in an increase in the number of contacts from buyers, which will have a negative impact on the buyer's shopping experience.
If your store’s sales rights are restricted or revoked because its performance on the above three points does not meet Amazon’s established percentages,
So what should we pay attention to when filing a complaint? First, let's go through the steps of the statement:
Step 1: Determine why your selling privileges were limited or revoked.
Step 2: Evaluate your selling practices – Review your seller metrics and determine which ones are not meeting your Amazon performance goals.
Step 3: Create an action plan: Briefly describe the steps you will take to address the issues you identified in Step 2. (Providing a clear and concise action plan that effectively addresses the issues will increase your chances of having your selling privileges reinstated.)
Step 4: Send your appeal to Amazon: Once you have your action plan, send it to the Seller Performance team along with your reinstatement request.
Amazon site performance team email:
Step 5: Watch for emails regarding Amazon’s decision. Once Amazon receives your Plan of Action, it will notify you of its decision via email, typically within 48 hours.
