High Order Defect Rate (ODR) Appeals
An Order Defect Rate above 1% puts your Amazon account at serious risk. Our legal team helps sellers understand ODR components, appeal suspensions, and implement strategies to maintain healthy performance metrics.
Understanding Order Defect Rate
ODR is one of Amazon's most important performance metrics. It measures customer dissatisfaction based on three key factors over a 60-day rolling window.
Negative Feedback
Customer feedback ratings of 1 or 2 stars count against your ODR. Even unfair reviews impact this metric until successfully removed.
A-to-Z Claims
When customers file A-to-Z Guarantee claims, they affect ODR whether won or lost. The claim itself counts as a defect.
Chargeback Claims
When customers dispute charges with their credit card company, it counts as a service chargeback and impacts your ODR.
The 1% Threshold
Amazon requires sellers to maintain an ODR below 1%. Exceeding this threshold can result in account suspension, loss of the Buy Box, and restricted selling privileges. Even a small number of defects can push you over the limit if your order volume is low.
Common Causes of High ODR
Understanding why your ODR is elevated is the first step toward building a successful appeal and prevention strategy.
Shipping & Delivery Issues
- ✕Late deliveries exceeding promised date
- ✕Packages lost in transit
- ✕Wrong items shipped
- ✕Damaged during shipping
Product Quality Problems
- ✕Items not matching descriptions
- ✕Defective products
- ✕Missing components or parts
- ✕Used items sold as new
Customer Service Failures
- ✕Slow or no response to inquiries
- ✕Unhelpful resolutions
- ✕Refund processing delays
- ✕Poor communication
Listing Accuracy Issues
- ✕Misleading product images
- ✕Inaccurate specifications
- ✕Missing important details
- ✕Size or color discrepancies
Our ODR Appeal Strategy
We develop comprehensive appeals that address Amazon's concerns while showcasing your commitment to customer satisfaction.
Comprehensive ODR Analysis
We analyze every order that contributed to your ODR, identifying patterns and root causes across all three metrics.
Root Cause Documentation
We document each defect with specific explanations—not excuses—showing Amazon you understand what went wrong.
Corrective Action Plan
We develop concrete, measurable steps you've already taken or will implement to prevent future defects.
Supporting Evidence
We compile evidence of improvements: new SOPs, quality control measures, carrier changes, and customer service enhancements.
What Makes Our Appeals Different
Data-Driven Approach
We don't write generic appeals. We analyze your specific ODR data to create customized action plans that address your actual defect patterns.
Metric-by-Metric Analysis
We address each ODR component separately: negative feedback removal strategies, A-to-Z claim appeals, and chargeback prevention measures.
Implementation Guidance
Beyond the appeal, we help you implement real operational changes that will keep your ODR low after reinstatement.
ODR Prevention Strategies
The best ODR appeal is the one you never have to file. Here's how to maintain healthy metrics and protect your account.
Proactive Communication
- Respond to all messages within 1 hour
- Proactively update customers on delays
- Offer solutions before problems escalate
- Make refund process easy and fast
Quality Control
- Inspect products before shipping
- Use proper packaging materials
- Accurate product descriptions
- Clear, honest product photos
Shipping Excellence
- Use reliable shipping carriers
- Add handling time buffer
- Provide tracking for all orders
- Consider FBA for faster delivery
Don't Let High ODR End Your Business
Whether you're facing suspension or want to proactively improve your metrics, our team has the expertise to help you maintain a healthy ODR and protect your Amazon selling privileges.