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.
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