--- title: Changes to Amazon Order Defect Rate Calculation description: Learn how the Amazon order defect rate calculation has changed and how proactive customer service can help sellers maintain Buy Box eligibility. image: https://www.ecomengine.com/hubfs/images/featured/blog/order-defect-rate-calculation.jpg --- [![eComEngine Logo](https://www.ecomengine.com/hubfs/Style%20Guide/Logos%20(svg)/%5BeComEngine%5DLogo-2019-linear.svg "eComEngine Logo")](https://www.ecomengine.com) [Demo](https://www.ecomengine.com/demo) [Free Trial](https://www.ecomengine.com/trial) ** ** ** [Free Trial](https://www.ecomengine.com/trial) ** ** ** [![FeedbackFive icon](https://www.ecomengine.com/hubfs/images/decorative/illustrations/nav-icons/feedbackfive-star-svg.svg "FeedbackFive icon") FeedbackFive Request Amazon Reviews and Feedback ](https://www.ecomengine.com/feedbackfive) 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Search **Menu** ** ** [Log In](https://www.ecomengine.com/login) [Free Trial](https://www.ecomengine.com/trial) --- Join Our Email List - Receive our monthly newsletter. - Stay up to date on Amazon policies. - Get tips to grow your business. # Changes to Amazon Order Defect Rate Calculation [![Becky Trowbridge](https://www.ecomengine.com/hubfs/images/headshots/internal/becky-trowbridge-headshot.jpg)](https://www.ecomengine.com/blog/author/becky-trowbridge) By [Becky Trowbridge](https://www.ecomengine.com/blog/author/becky-trowbridge) As reported by [eCommerceBytes](https://www.ecommercebytes.com/C/blog/blog.pl?/pl/2017/11/1510265631.html&mc_cid=93e441bef8&mc_eid=c7490f7560), Amazon recently changed the way the Order Defect Rate (ODR) is calculated. A-to-z claims that were decided in the merchant’s favor or withdrawn by the customer are being counted due to the change. This has negatively impacted some sellers, who have found that their ODR has doubled or tripled since it was implemented. It remains to be seen whether this change is permanent and becomes part of the official policy regarding how the ORD is calculated. ## What is the Amazon Order Defect Rate Metric? Amazon tracks seller performance metrics to ensure a high-quality experience for buyers. There are [three metrics](https://www.ecomengine.com/blog/amazon-seller-performance-metrics) included in this calculation: ODR, pre-fulfillment cancellation rate, and late shipment rate. The ODR shows the percentage of a seller’s orders that have received an [A-to-z claim](https://www.ecomengine.com/blog/amazon-a-to-z-guarantee), negative feedback, or a service chargeback, divided by the number of orders in a set period. Amazon uses this number to measure overall seller performance. The philosophy behind the ODR is that sellers who work to resolve these issues are taking care to resolve buyer issues and inquiries. ## ODR and the Buy Box It’s in every Amazon merchant’s best interest to keep the ODR as low as possible. Amazon takes these metrics very seriously. Providing an exceptional customer experience is the standard. Not only that, the ODR is factored in to help determine Buy Box [eligibility](https://sellercentral.amazon.com/gp/help/help.html?itemID=200418100), along with other seller performance metrics. If a merchant’s ODR reaches 1%, the ability to win the Buy Box is lost until the ODR is below 1% again. ## Proactive Customer Service Resolving buyer issues before they become official complaints is just one of the many benefits of using a reputation management tool like [FeedbackFive](https://www.ecomengine.com/feedbackfive). An effective seller feedback solicitation message can help merchants ensure that each buyer's experience is a positive one. ![Jay Lagarde](https://www.ecomengine.com/hubfs/images/pages/team/headshots/jay-lagarde-headshot.jpg) > Providing proactive customer service helps Amazon merchants succeed in a competitive space. FeedbackFive emails are designed to capture buyer complaints before they result in negative feedback or an A-to-z claim. Jay Lagarde Founder & President eComEngine Identifying trends such as packaging issues that lead to product breakage or a misleading product listing can help sellers resolve problems that lead to complaints right away. Text or email alerts for negative feedback enable sellers to take immediate steps to turn a sub-par experience around. This can make all the difference when it comes to keeping your ODR low. ## Manage Your Reputation with FeedbackFive Managing your Amazon seller reputation can take hours each day. FeedbackFive’s time-saving features and at-a-glance metrics make it easy to monitor feedback and more. [![Five gold stars in a chat bubble with text, "Five tips for choosing the best Amazon feedback software"](https://no-cache.hubspot.com/cta/default/5147382/a627f72f-dc1f-4467-9f53-f01e9d1cd2f2.png)](https://cta-redirect.hubspot.com/cta/redirect/5147382/a627f72f-dc1f-4467-9f53-f01e9d1cd2f2) ![newsletter-email-laptop](https://no-cache.hubspot.com/cta/default/5147382/interactive-177527396632.png) ![newsletter-email-laptop](https://no-cache.hubspot.com/cta/default/5147382/interactive-177527396632.png) Originally published on November 14, 2017, updated January 16, 2023 This post is accurate as of the date of publication. Some features and information may have changed due to product updates or Amazon policy changes. ## You May Also Like These Stories on Feedback and Reviews [![ Illustration of a five-star rating bar, review cards, a magnifying glass, a trust badge, a chat bubble, and an upward arrow, with text "Customer Perception Strategy"](https://www.ecomengine.com/hubfs/images/featured/blog/customer-perception-strategy.png) ](https://www.ecomengine.com/blog/amazon-review-strategy-customer-trust-signals) ### [Customer Perception Strategy: Reviews, Q&A, and the Trust Signals Most Sellers Ignore](https://www.ecomengine.com/blog/amazon-review-strategy-customer-trust-signals) May 26, 2026 | [![Illustration of five-star rating, coins, and an upward arrow with a discount icon, representing increased profit from reviews, with text “Turn Reviews Into Margin”](https://www.ecomengine.com/hubfs/images/featured/blog/turn-reviews-into-margin.png) ](https://www.ecomengine.com/blog/reviews-reduce-discount-dependence) ### [Turn Reviews Into Margin: How Social Proof Reduces Discount Dependence](https://www.ecomengine.com/blog/reviews-reduce-discount-dependence) May 5, 2026 | [![Illustration of magnifying glass, ratings, and message bubbles with text “The Review Audit”](https://www.ecomengine.com/hubfs/images/featured/blog/review-audit.png) ](https://www.ecomengine.com/blog/amazon-review-audit) ### [The Review Audit: What Your Star Rating Is Really Telling Shoppers](https://www.ecomengine.com/blog/amazon-review-audit) April 21, 2026 | ## No Comments Yet Let us know what you think ### eComEngine 14321 Winter Breeze Drive Suite 121 Midlothian, VA 23113 Call us: [800-757-6840](tel:800-757-6840) Company Legal Software Resources [![GS1 US Channel Partner](https://www.ecomengine.com/hubfs/images/partners/logos/gs1-us-channel-partner.png "GS1 US Channel Partner")](https://www.ecomengine.com/get-gtin-amazon) ![Amazon Marketplace Developer Council Founding Member](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-marketplace-developer-council-optimized.png "Amazon Marketplace Developer Council Founding Member") ![Amazon Web Services](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-web-services.svg "Amazon Web Services") ![Amazon Selling Partner Appstore Software Partner badge](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-software_partners-badge.png "Amazon Selling Partner Appstore Software Partner badge") ![Amazon Marketplace Developer Council Founding Member](https://www.ecomengine.com/hubfs/brand-identity/logos/amazon/amazon-marketplace-developer-council-optimized.png "Amazon Marketplace Developer Council Founding Member") ![Amazon Web Services](https://www.ecomengine.com/hubfs/brand-identity/amazon-web-services.svg "Amazon Web Services") Copyright© 2007-2026 eComEngine, LLC. 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Our [privacy policy](https://www.ecomengine.com/privacy-policy) has more details.* ```json { "@context" : "http://schema.org", "@type" : "Organization", "address" : { "@type" : "PostalAddress", "addressCountry" : "US", "addressLocality" : "Midlothian", "addressRegion" : "VA", "postalCode" : "23113", "streetAddress" : "14321 Winter Breeze Drive Suite 121" }, "alternateName" : "eComEngine, LLC", "description" : "Amazon Seller Tools", "email" : "info@ecomengine.com", "image" : "https://www.ecomengine.com/hubfs/images/decorative/illustrations/amazon-seller-tools.png", "logo" : "https://www.ecomengine.com/hubfs/brand-identity/logos/ecomengine-logos/ecomengine-logo-stacked.png", "naics" : "511210", "name" : "eComEngine, LLC", "sameAs" : [ "https://www.facebook.com/eComEngine/", "https://twitter.com/eComEngine" ], "telephone" : "800-757-6840", "url" : "https://www.ecomengine.com" } ``` ```json { "@context" : "http://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Becky Trowbridge" }, "dateModified" : "2023-01-16", "datePublished" : "2017-11-14", "description" : "Learn how the Amazon order defect rate calculation has changed and how proactive customer service can help sellers maintain Buy Box eligibility.", "headline" : "Changes to Amazon Order Defect Rate Calculation", "image" : { "@type" : "ImageObject", "url" : "https://www.ecomengine.com/hubfs/images/featured/blog/order-defect-rate-calculation.jpg" }, "mainEntityOfPage" : { "@id" : "https://www.ecomengine.com/blog/order-defect-rate-calculation", "@type" : "WebPage", "description" : "Learn how the Amazon order defect rate calculation has changed and how proactive customer service can help sellers maintain Buy Box eligibility." }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://www.ecomengine.com/hubfs/brand-identity/logos/ecomengine-logos/ecomengine-logo-stacked.png" }, "name" : "eComEngine, LLC" } } ```