Ina Steiner EcommerceBytes Blog
News and insight focusing on ecommerce.
by Ina Steiner, Editor of EcommerceBytes.com
Tue Nov 14 2017 22:07:44

Amazon Order Defect Rate: Good News, Bad News

By: Ina Steiner

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Amazon sellers logged in last week to find a their Order Defect Rate had skyrocketed, much to their dismay. As we reported on Thursday, sellers were in the dark about whether it was a new policy or a glitch. Today, there was some good news and some bad news - turns out it was a little of both.

A moderator explained there had been an error: "On November 7, we updated the systems used to display performance metric data in Seller Central. One update resulted in a temporary miscalculation in Order Defect Rate. This error affected the display of the Order Defect Rate metric only and did not affect account status or enforcement. This display issue was resolved on November 13."

However, Amazon did change the way it calculates ODR, so the metric went up for many sellers, but was not as bad as it had been last week after Amazon updated its system.

The moderator explained: "I am sorry for the confusion. I raised your question, and I understand that buyer withdrawn claims still affect ODR. The following Help Pagecontains the correct language, and it is where we are referring sellers to for this information."

At least one seller was skeptical about the way Amazon changed the ODR calculation, writing, "If withdrawn IS being counted than the cynic in me is saying Amazon did this glitch on purpose. They 'fix' the issue where denied claims were being counted in error and now 'only' withdrawn claims count. Everyone is happy because their ODRs went down from the day before when in reality they went up on a pre-glitch basis. ....In unrelated news, there was a report yesterday that over 50% of US adults are now considered to have high blood pressure..."

Sellers remain upset about the fact that all claims count against them - "Amazon shouldn't punish sellers for withdrawn or successfully defended A-Z claims," one seller wrote. "This is a situation that will result in competitors trying to shut down anybody via claims."

Sellers are also upset that Amazon customer service reps are opening A-to-Z claims when buyers call with questions about a transaction.




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Readers Comments

Perminate Link for Amazon Order Defect Rate: Good News, Bad News   Amazon Order Defect Rate: Good News, Bad News

by: yesmikan This user has validated their user name.

Wed Nov 15 07:27:43 2017

I thought the whole point of not counting denied claims was to prevent abuse/sabotage by competitors?

Perminate Link for Amazon Order Defect Rate: Good News, Bad News   Amazon Order Defect Rate: Good News, Bad News

by: ignatz This user has validated their user name.

Wed Nov 15 08:00:51 2017

"The chocolate ration has been increased!"

Jeff "Winston" Bezos

Perminate Link for Amazon Order Defect Rate: Good News, Bad News   Amazon Order Defect Rate: Good News, Bad News

This user has validated their user name. by: eXtinctBay

Wed Nov 15 11:22:28 2017

Just part of a multi-pronged attack by Amazon to rid themselves of small sellers.

The beauty of this is that enterprise sellers or brands can simply do a test buy, file an A-Z claim, and eliminate any competition.

And Amazon can say bye-bye to low volume vendors without getting (too much) blood on their hands. They probably also think folks are too stupid to figure out the true motive here.

Perminate Link for Amazon Order Defect Rate: Good News, Bad News   Amazon Order Defect Rate: Good News, Bad News

by: mcposty This user has validated their user name.

Wed Nov 15 12:56:49 2017

Amazon are criminals, sorry to say and jeff Bezos deserves life in prison, all his funds confiscated so that his family cannont propser off the theft of innocent money, and Amazon shut down for years of investigation.

Time we clean house of these mobsters, and the judges who are paid to side with them.







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by: donald This user has validated their user name.

Thu Nov 16 00:23:31 2017



I'm with  eXtinctBay

This is an attack by Amazon to rid themselves of small sellers.  That's ok by me. The more they push me the more I'll be putting my money elsewhere, like real estate where I see a better future.


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This user has validated their user name. by: Ming the Merciless

Thu Nov 16 14:48:25 2017

The Sewage Canal will get theirs. The person who sits at the Resolute Desk HATES Bezos, the Washington Post, and this retail swamp creature.

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by: WhatsUp2656 This user has validated their user name.

Tue Nov 21 11:48:31 2017

Pathetic what Amazon is doing to 3P sellers. They are holding our metrics at the high standard of big box stores who can recover in sales in a day. Interestingly, that’s how Amazon rapes it’s sellers of any profits. You are either dinged to suspension OR you can sell products below cost to get your metrics back up. This is a no-win-win situation they have put us in. When you get a metric issue, then your products are not as visible, so how does one sell enough to get their metrics back up? This year, you bet Amazon is the Scrooge of Christmas. They couldn’t wait with the so-called algorithm issues and the metrics issues. It has to be when sellers STOCK UP for Christmas and DUMP US. They “claim” it’s a glitch. It’s NOT a glitch. Buyers know to get a FULL refund, just say it’s the sellers fault, then there’s another metrics hit. I had to cancel an order because the LED would not work, but did work when purchased. Another one was fraud of a buyer. Buyer claims defective, etc. Rather than go through the entire story here, I just refunded it because it was a $20 item. Then buyer writes and says oh it works fine. The little tear in the back I don’t think anyone would notice. It was tightly packed and could not have been able to move. Yep, dinged again. Try to get ahold of Seller-Performance, zero response. Face it 3P sellers, we have been pink slipped. I have incurred some pretty serious damages over this. It’s all over the Web to rob 3P sellers and we are getting them. Last year a good number of my products were under other offers, even though mine was the cheapest. I wrote to Seller Performance and opened cases and NO one contacted me until January, 2017. This makes the SECOND Christmas I’ve had to endure a lot of he**. I am speaking on behalf of a large number of 3P sellers.



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