Negative Feedbacks Effect on your Order Defect Rate

It’s important to note that this is not a measurement of product reviews, but rather it is based on your performance as a seller. The negative feedback rate is represented as a percentage. It is calculated by the number of orders that have received negative feedback divided by the number of orders in the relevant period.

This metric directly correlates to the order, which means when computing the rate, the date of the order is used and not the date the feedback was given. The negative feedback rate might actually differ from and not match the feedback that buyers see on the seller profile page. This rating that is visible to shoppers is calculated based on when the feedback was received instead of when the order was placed.

A rating of one or two stars is considered negative feedback. Anytime a customer leaves negative seller feedback, this will affect the ODR metric score. Therefore, it’s important to address and respond immediately to customers that Aren unhappy with your service. It’s necessary to try and resolve any customer issues as quickly as possible and turn an unhappy customer into a positive experience.

If you receive negative feedback from a buyer, it is recommended that you try to identify the cause of the issue immediately and worked directly with the shopper. Amazon recommends communicating with the buyer through the feedback manager or the buyer-seller messaging templates within Seller Central.