Amazon places high importance on maintaining the trust of our millions of satisfied buyers. We have established performance targets for sellers so that buyers can shop with a sense of safety and security about their third-party Marketplace transactions.
Seller performance targets
All Amazon.in sellers should be working toward achieving and maintaining a level of customer service that meets the following seller performance targets:
- Order defect rate: < 1%
- Pre-fulfilment cancellation rate: < 2.5%
- Late dispatch rate: < 4%
Measuring Seller Performance
These Customer Metrics are used to measure seller performance:
Order defect rate (ODR): This is the percentage of your orders that have received a negative feedback, an A-to-Z Guarantee claim, or a service credit card chargeback. It allows us to measure overall performance with a single metric.
- A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One- and two-star ratings are considered negative.
- A seller who works proactively with customers to resolve order problems will avoid most A-to-Z Guarantee claims. We measure your claims rate using the percentage of all orders, of any status, that involved a claim.
- When a buyer disputes a purchase charged to their credit card with their bank, it's referred to as a service chargeback request.
Pre-fulfilment cancellation rate: This is the number of orders cancelled by a seller prior to dispatch-confirmation divided by the number of orders in the time period of interest. When computing this metric, we consider all order cancellations initiated by the seller for any reason.
Late dispatch rate: This is the number of orders with a dispatch confirmation that is overdue divided by the number of orders in the time period of interest. Orders that are dispatch confirmed late may lead to increased customer contacts and negatively impact customer experience.
Refund rate: This is the number of orders refunded by a seller divided by the number of orders in the time period of interest. When computing this metric, we consider all refunds initiated by the seller for any reason.
Performance review and notification process
We regularly review the performance of all sellers and notify them when they are off-target. This review process is designed to give you time to improve your performance.
In most cases, we contact sellers with poor performance to ask for measurable improvement within 60 days of the first warning. Occasionally, sellers with very poor performance are immediately suspended or blocked.
If your seller account has been suspended, you may be eligible for reinstatement. You can appeal our decision by providing our Seller Performance team with a plan of action for correcting the problems that have contributed to this action. Learn how to Appeal the restriction or removal of selling privileges.
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