Health and performance indicators that affect your Amazon account

The seller's account indicators are assessed from three aspects:

1. Account Health

1: Customer Service Performance – ODR (Order Defect Rate)

2: Delivery performance

3: Product policy violation

2. Performance Metrics

3. Customer Feedback

Customer Feedback is an evaluation of an order, involving order-related factors such as products, logistics, and customer service. Only buyers who have placed an order can comment. An order can only be evaluated once, which affects the seller's ODR. Use a combination of scoring and text, picture, and video comments.

Importance of Customer Feedback: Orders that receive negative feedback are considered defective orders, which directly increase the seller's defective order rate ( ODR ). If ODR>1% , it may lead to the removal of sales rights.

How to respond to negative feedback

Feedback is so important that Amazon takes it very seriously. Customer Feedback can be modified and deleted. Amazon stipulates that buyers can provide feedback within 90 days and modify or delete feedback within 60 days. Note that each feedback can only be modified once.

If you have any feedback regarding the following content, you can contact Amazon Seller Support directly to have it removed:

1. The feedback contains obscene language.

2. The feedback contains the seller’s specific personally identifiable information.

3. The entire feedback review is a product review.

4. The entire feedback review is about the delivery or customer service of an order shipped by Amazon Logistics.