Basic Appeal
$597USD
Exact scope, suitability and payment terms are confirmed in writing before paid work begins.
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Account performanceAmazon Order Defect Rate (ODR) appeals
Order Defect Rate combines negative feedback, A-to-z Guarantee claims and credit card chargebacks. We break your ODR down to the orders behind it, find the operational root cause and write a Plan of Action supported by your own data.
- Independent: not affiliated with any platform
- Confidential from the first message
- Honest about the odds
- Rated 4.9/5 by clients across platforms
What this notice means
Amazon's published target for Order Defect Rate is under 1 percent. ODR is the share of orders with one or more defects: negative feedback, an A-to-z Guarantee claim or a chargeback. When ODR goes above the target, the account can lose selling privileges even when every other metric is healthy.
A high ODR is rarely random. It usually points to one or two root causes, such as products that do not match their listing, late or lost parcels, poor packaging or slow responses to buyer messages. The Plan of Action needs to name that root cause and show what has changed.
Common causes
- Products that do not match the listing description or images
- Late, damaged or lost parcels leading to A-to-z claims
- Slow or missing replies to buyer messages
- Chargebacks from unrecognised or disputed transactions
- Low order volume, so a few defects move the rate sharply
Evidence that carries weight
- An export of defective orders with the defect type for each
- Buyer messages and responses for the affected orders
- Listing changes made to correct descriptions or images
- Packaging or carrier changes, with dates
- Customer service response procedures and staff assignments
How we approach this case
- Break down the defectsWe group defects by type, product, carrier and date to show where they come from.
- Name the root causeWe identify the one or two causes that explain most of the defects.
- Confirm correctionsListings, packaging, carriers and response processes are corrected before the appeal.
- Write the Plan of ActionRoot cause, corrective actions and preventive measures, with figures from your own order data.
Mistakes that weaken the appeal
- Listing every possible cause instead of the real one
- Asking Amazon to remove feedback in the appeal rather than through the proper route
- Appealing before the problem listings are corrected
- Ignoring chargebacks because they seemed outside your control
What we prepare
You receive
- Written diagnosis of the notice and the policy or agreement it cites
- Root cause statement drawn from your own records
- Evidence gap list and document consistency check
- Plan of Action written for Amazon Seller Performance
- Submission guidance and follow-up reply drafts
What we cannot do
- Reinstate the account ourselves: only Amazon can make that decision
- Supply, edit or source documents, or describe fixes that have not happened
- Help you open a new account or get around enforcement
FAQs
What counts as an order defect on Amazon?
Negative feedback, an A-to-z Guarantee claim and a credit card chargeback. An order with more than one of these still counts as one defective order.
Can I get negative feedback removed?
Some feedback can be removed under Amazon's rules, for example when it is entirely a product review. Requests go through Seller Central, separately from the appeal.
Does ODR include FBA orders?
Yes. ODR covers both seller-fulfilled and FBA orders, although Amazon may take responsibility for certain FBA fulfilment issues.
How long does ODR take to recover?
ODR is measured over a rolling window, so improvement appears gradually as defective orders age out. Your Plan of Action should show how you will monitor it.
Are you affiliated with Amazon?
No. We are an independent case preparation service with no special access to Amazon and no internal contacts. Every submission goes through the official route Amazon provides, from your own account.
Can you guarantee reinstatement?
No one can honestly guarantee an Amazon decision. We control the quality of the diagnosis, the evidence and the written response, and we tell you at the free review stage if we think the case is weak.
Official sources
Related guides
Your Amazon case starts with the notice.
Send us what the platform sent you. We reply in writing with what we see, what we would do, and whether we think the case is worth pursuing.
Pricing in USD
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Your initial written assessment is free. Paid support does not guarantee a platform decision.
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