Sellers on Amazon must maintain a spotless performance. On the Client Experience page, the seller may obtain reports on the client’s satisfaction.
The report takes into account multiple determining seller performance targets, below are the key factors :
- The Order defect rate (ODR) : this is the percentage of orders that have received negative feedback, claims based on the A to Z warranty, or payment disputes.
- The refund rate
These rates must be monitored as Amazon have capped rates that you must not exceed.
If a rate is surpassed, it is necessary to immediately send a mail to the seller support with a plan of action whose goal it is to correct the exceeded rate to improve client satisfaction.