How to control Amazon ODR? What are the influencing factors?

Order defect rate (ODR) is an important factor in Amazon store performance evaluation. If the ODR exceeds the standard, the store will be warned or the sales link will be stopped, or even closed. So how should merchants control ODR?

1. Factors affecting Amazon ODR

1) Approved claims;

2) After the buyer files a claim, the seller provides an order refund claim;

3) Claims from sellers or Amazon for order cancellation;

4) Claims under review;

5) Negative feedback exceeds 6%;

6) Customer service response time exceeds 24 hours;

7) Product loss or delayed delivery;

8) The package has no tracking information;

9) High rate of product damage during transportation;

10) The previous performance notification processing process was slow;

11) Slow processing of return requests

12) Stop selling counterfeit products;

13) High return rate (3% for most products).

2. How to control?

If the merchant chooses to file an A-to-Z claim directly, then the best thing to do is to take immediate action and refund the buyer when it happens. If the seller lets Amazon handle this, the consequences will be much more serious. They will refund the buyer from the seller's account, and the seller's ODR will also be affected.

If the seller determines that the claim is malicious and plans to appeal to Amazon, the seller can do so, but not too often, because in most cases, Amazon stands on the side of the buyer. It is more difficult for sellers to handle A-to-Z returns than general returns and refunds. The order defect rate (ODR) is the main reference standard for Amazon to close sellers' stores.

Sellers can download the defective order report for the past 90 days, analyze which products bring the most defective orders, what are the reasons, what is the first step to reduce defective orders, and then take corresponding measures.

If the ODR is over 1%, it is considered too high. If a small partner's store is closed, the ODR may be over 1%. Even if the seller's ODR is below 1% does not mean that the seller's metrics are good, because the seller can still be frozen due to too many A-to-Z claims, high frequency returns, and too many bad reviews for the same product.

Solve the Order Defect Rate (ODR) Before declaring, how to improve the ODR status:

Try to convince the buyer or Amazon to remove the negative feedback;

Request suppliers to ship replacement products promptly to avoid AZ and negative feedback.

Here are some long-term solutions you can mention in your application email:

If necessary, provide better packaging, stricter quality control, and faster delivery;

A dedicated person is responsible for checking product status, delivery process, etc.;

Pay more attention to customer feedback (you can use relevant software);

Use a safer performance tracking system to remind you before reaching the Amazon limit. Ensuring the performance safety of the store is a prerequisite for being able to operate Amazon easily in the long term, so sellers must pay more attention and be more careful.