Amazon Seller Performance Requirements – Customer Metrics

Posted on August 29, 2008. Filed under: Amazon | Tags: , , |


If you are considering selling on Amazon and are curious how you will be “graded” by Amazon, below is some helpful information that will enlighten you on Amazon’s seller expectations.

In an Amazon Seller’s Customer Metrics information page, the following performance metrics are included in the report:

  • Order defect rate (ODR): This is the percentage of Amazon orders that have received a negative feedback, an A-to-Z Guarantee claim or a service credit card chargeback. It allows Amazon to measure overall performance with a single metric.
  • Pre-fulfillment cancellation rate: This measures your in-stock rate for items sold with
  • Late ship rate: On-time shipment is a promise Amazon makes to customers. Orders ship-confirmed three or more days beyond the expected ship date are considered to be late.
  • Percentage of orders refunded: High refund rates may be an indicator of item stock-outs.



Amazon has certain performance targets for its sellers:

All Amazon merchants are expected to work toward achieving and maintaining a level of customer service that meets the performance targets listed below.  Note that failure to meet these targets does not necessarily put your Amazon seller account in negative standing, but failure to improve may negatively affect your account.

  • Order defect rate: < 1%
  • Pre-fulfillment cancel rate: < 2.5%
  • Late shipment rate: < 5%

Above are the baseline goals but for all Amazon Toy Sellers there is a requirement that in order to sell from November 17th through the holiday season that the seller has no greater than a 1% defect rate. Order defects will be evaluated for orders placed between 07/06/08 and 10/04/08.


Make a Comment

Leave a Reply

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

2 Responses to “Amazon Seller Performance Requirements – Customer Metrics”

RSS Feed for TheBrewsNews Comments RSS Feed

[…] to Determine Continued Eligibility and “Featured Merchant” status See blog post titled Amazon Seller Performance Requirements – Customer Metric (click on the […]

I have sent about 50 emails enumerating
what I would do to be reinstated, but all I
get are “do not reply to emails” with a new
case #. No one responds, so how do I get\
reinstated?I had 3 out of 3 negatives but past
performance have received great feed back. I
don’t think I am being treated fairly.

Where's The Comment Form?


    The BrewsNews information blog about online sales, eBay, Amazon, Bonanzle and oh so much more!


    Subscribe Via RSS

    • Subscribe with Bloglines
    • Add your feed to Newsburst from CNET
    • Subscribe in Google Reader
    • Add to My Yahoo!
    • Subscribe in NewsGator Online
    • The latest comments to all posts in RSS


  • Archives

  • Top Posts

  • Most Recent Comment

  • Calendar of Posts

    August 2008
    M T W T F S S
    « Jul   Sep »
  • Topics

Liked it here?
Why not try sites on the blogroll...

%d bloggers like this: