Operator glossary
Order Defect Rate (ODR)
The share of orders over the trailing 60 days with a negative-feedback, A-to-z claim, or chargeback defect — Amazon's hardest performance line: stay under 1% or face deactivation review.
ODR counts orders carrying any of three defects — negative feedback (1–2 stars), an A-to-z guarantee claim, or a credit-card chargeback — divided by orders in the measured 60-day window. Amazon's published bar is under 1%, and it is enforced: sustained breaches trigger deactivation reviews regardless of how good the rest of the account looks.
For FBA sellers most fulfillment defects are Amazon's responsibility (and appealable off your metrics); ODR trouble usually traces to product truth — quality drift, mismatched expectations, missing parts. Feedback removal requests clear eligible defects (fulfillment-caused, or policy-violating reviews), and every A-to-z deserves a same-day response; unanswered claims auto-grant and stick.
The numbers
- Defect events: negative feedback, A-to-z claims, chargebacks; window: trailing 60 days of orders.
- Target: < 1% — Amazon's published threshold for account action.
- FBA fulfillment defects are strikeable via feedback removal; product-caused defects are yours to fix at the source.