Amazon Suspension: High Order Defect Rate (ODR) Explained
An Order Defect Rate (ODR) suspension on Amazon means your seller account has exceeded the platform’s allowed defect threshold, which Amazon considers a serious violation of customer service standards.
Amazon requires all sellers to maintain an ODR below 1%. If your rate exceeds this level, your account may be suspended to protect customer experience on the platform.
What Is Order Defect Rate (ODR)?
ODR is a key metric that reflects how well you’re serving your customers. It’s calculated based on:
- Negative Feedback – 1-star or 2-star reviews from buyers
- A-to-Z Guarantee Claims – Especially when decided in the buyer’s favor
- Credit Card Chargebacks – When a customer disputes a charge with their bank
Each of these events counts as a defect, and just a few incidents can push your ODR above Amazon’s 1% threshold—triggering account review or suspension.
What Causes High ODR?
Common triggers include:
- Late shipments or cancellations
- Item not as described or poor product quality
- Incorrect or missing tracking information
- Unresponsive customer service
- Using unreliable or third-party fulfilment methods
This suspension can certainly be fixed, but will take multiple appeals and a detailed plan of action before
we can get you selling again. On average it takes 8 appeals and revisions of the plan of action before we get your account reinstated.
Please fill in the contact form below and we can discuss the specifics of your case with you,
alternatively you can view our prices and instruct us online by clicking here.
Our International Offices
The Appeal Guru
1 East Erie St
Suite 525-5114
Chicago IL 60611
United States
Phone: (+1) 209-395-2874
Güzeloba Mahallesi
Rauf Denktaş
Caddesi No:56/102
Muratpaşa / ANTALYA
Phone: (+90) 530 831 71 00