The Late Shipment Rate (LSR) is all orders with a ship confirmation that is completed after the expected ship date as a percentage of total orders over both a 10-day or 30-day period. Late Shipment Rate only applies to seller-fulfilled orders. It’s important to confirm the shipment of orders by the expected ship date so that customers can see the status of their shipped orders online. Orders that are shipped confirmed late may lead to increased claims, negative feedback and/or customer contacts and negatively impact customer experience. For orders shipped through Amazon Easy Ship, ship confirmation happens automatically when Amazon picks up the orders. The Amazon policy is that sellers maintain the Late Shipment Rate under 4% in order to sell on Amazon. The Late Shipment Rate above 4% may result in account deactivation.(Ldr/Odr)
The reason for Late Shipment Rate can be various reasons which can be the seller’s fault and also due to unavoidable circumstances. The sellers have to be prepared for any challenges that led to high Late Shipment Rate. The Plan of Action(POA) should contain a detailed analysis that led to the delay in the order and also an assurance that how these mistakes are avoided in the future.
Order Defect Rate (ODR) is an important measure of your ability to provide a good customer experience. This includes all orders with one or more defects represented as a percentage of total orders during a 60-day period. The following are the three types of ODR:-
The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It’s all orders with a defect (defined below) as a percentage of total orders during a given 60-day time period.
An order has a defect if it results in negative feedback, an A-to-z Guarantee claim that is not denied or a credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
Defect Type Percentage of Orders with a Defect Count of Orders.
A negative response rate (indicated as a percentage) is the number of orders that received a negative response divided by the number of orders in the relevant period. This metric is order-correlated, which means that we look at the date of the order (the date on which the response was received) when calculating the rate. Negative response rates may not match the response that buyers see, which is calculated based on when a response was received rather than when an order was received. If you received negative feedback from a buyer, it is recommended that you try to identify the cause of the issue and work with the buyer using one of the following options:
Use the Feedback Manager
1. Go to Feedback under the Performance tab.
2. In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.
The A-to-z Guarantee Claim Rate (represented as a percentage) is the number of orders with a relevant claim divided by the number of orders in a given 60-day time period. You can manage and take action on claims via the A-to-z Guarantee Claims page.
The following types of claims impact your ODR:
• Claims that are granted and debited from your account
• Claims for which you refunded the customer after the claim was filed
• Claims for which you or Amazon cancelled the order
• Claims that are pending a decision
The following types of claims do not impact your ODR:
• Claims that are granted and paid for by Amazon
• Claims that are denied to the customer
• Claims that were withdrawn by the customer
The Credit Card Chargeback Rate (represented as a percentage) is the number of orders that have received a credit card chargeback divided by the number of orders in the relevant period. The metric is order-correlated, meaning we look at the date of the order (not the date on which the service chargeback was received) when computing the rate.
A credit card chargeback is similar to an A-to-z Guarantee claim except that the credit card issuer processes the claim and makes the decision, not Amazon.
Possible problems might include:
• The buyer claims they didn’t receive the item.
• The buyer returned the item, but didn’t receive a refund.
• The buyer received a damaged or defective product.
When a buyer disputes a purchase charged to their credit card, it is referred to as a chargeback request. We broadly categorize chargebacks as either fraud or service.
A fraud chargeback means the buyer claims not to have made the purchase at all. These claims are typically related to stolen credit cards used by fraudulent buyers. Amazon does not count fraudulent transaction chargebacks towards your ODR.
A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem.
To view your ODR and download your ODR report:-
1. Go to the Account Health page.
2. In the Customer Service Performance section, click View details.
3. Select the Order Defect Rate tab. Scroll down and click the Download Report button.
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