订单缺陷率

订单缺陷率 (ODR) 是衡量您提供良好买家体验能力的主要指标。该指标涵盖在给定的 60 天时间段内存在一种或多种缺陷的所有订单占订单总数的百分比。以下是三种类型的 ODR:

  • 负面反馈率

  • 亚马逊商城交易保障索赔率

  • 信用卡拒付率

我们的政策规定,卖家应维持低于 1% 的 ODR,这样才能在亚马逊上销售商品。高于 1% 的 ODR 可能会导致账户停用。

负面反馈率

负面反馈率(以百分比的形式表示)等于相关时间段内收到负面反馈的订单数除以该时间段内的订单总数。此指标与订单关联,这意味着在计算负面反馈率时,我们会考虑下单日期,而不是收到反馈的日期。负面反馈率可能与买家看到的反馈不同,显示给买家看的反馈率以收到反馈时间计算,而不是以下订单的时间计算的。

卖家致力于维持低负面反馈率的行为,体现了我们以买家为中心的理念。一星和两星评级会被认定为负面反馈。有关更多信息,请参阅监控您的账户状况。

如果您收到买家的负面反馈,建议您尝试找出问题的原因并采用以下任意一种方法与买家合作:

使用反馈管理器

  1. 转至【绩效】选项卡下的反馈。

  2. 在【近期反馈】表中,选择指定订单编号旁边的【操作】列下的【联系买家】。

使用“买家与卖家消息服务”模板

有关更多信息,请参阅买家与卖家消息服务的电子邮件模板。

注意: 您只能使用“买家与卖家消息服务”模板就订单或客户服务问题联系买家。

如果您认为买家提交了错误的反馈,并且该反馈满足移除要求,您可以在【反馈管理器】中执行以下操作,请求移除反馈:

  1. 转至反馈管理器。

  2. 在【近期反馈】表中,在您想要请求移除反馈的订单编号旁边,选择【操作】列下的【请求移除】。

注意: 如果买家撤销负面反馈,则该订单不会计入 ODR 的计算。但是,在买家移除负面反馈后,可能需要 48 小时才能在指标中体现出来。

亚马逊商城交易保障索赔率

亚马逊商城交易保障索赔率(以百分比的形式表示)等于在给定的 60 天内收到相关索赔的订单数除以该时间段内的订单总数。您可以通过亚马逊商城交易保障索赔页面管理索赔并采取相应措施。

以下类型的索赔会影响订单缺陷率:

  • 已获批准并从您的账户中扣款的索赔

  • 在索赔提交后您提供了退款的索赔

  • 因您或亚马逊取消订单而导致的索赔

  • 等待处理决定的索赔

以下类型的索赔不会影响订单缺陷率:

  • 已获批准并由亚马逊支付金额的索赔

  • 被拒绝的买家索赔

  • 买家撤回的索赔

注意: 如果您赢得了针对索赔决定的申诉,亚马逊将从您的订单缺陷率中移除该索赔。

如果您在处理亚马逊商城交易保障索赔问题时需要更多帮助,可以使用【亚马逊商城交易保障索赔问题】工具:

管理亚马逊商城交易保障索赔
了解索赔状态、就索赔陈述您的观点或对决定提出申诉

输入订单编号

下一页

亚马逊商城交易保障索赔

信用卡拒付率

信用卡拒付率(以百分比的形式表示)等于已收到的信用卡拒付的订单数除以相关时间段内的订单总数。此指标与订单关联,这意味着在计算服务信用卡拒付率时,我们会考虑下单日期而不是收到服务信用卡拒付的日期。

信用卡拒付与亚马逊商城交易保障索赔相似,只是索赔处理和决策由信用卡发放机构完成,而不是亚马逊

可能出现的问题包括:

  • 买家声称自己未收到商品。

  • 买家退回了商品但未收到退款。

  • 买家收到了已残损或有缺陷的商品。

当买家就某笔向其信用卡扣款的购买交易提出异议时,亚马逊将此情况称作信用卡拒付请求。我们将信用卡拒付大致分为欺诈拒付和服务拒付。

欺诈信用卡拒付意味着买家声称他们根本未购买商品。这类索赔通常与欺诈性买家使用盗窃的信用卡相关。在计算 ODR 时,亚马逊不会考虑欺诈性交易信用卡拒付。

服务信用卡拒付指买家确认购买了商品,但向信用卡发放机构表明自己遇到了问题。

有关如何解决信用卡拒付索赔的更多信息,请参阅回复信用卡拒付索赔。

注意: 有关与买家沟通的详细信息,请参阅使用买家与卖家消息服务与买家沟通。

要查看您的 ODR 并下载 ODR 报告,请执行以下操作:

  1. 转至账户状况页面。

  2. 在【客户服务绩效】部分,点击【查看详情】。

  3. 选择【订单缺陷率】选项卡。向下滚动并点击【下载报告】按钮。


 亚马逊官网原文详情:

Order Defect Rate

The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It includes all orders with one or more defects represented as a percentage of total orders during a given 60-day time period. The following are the three types of ODR:

  • Negative Feedback Rate

  • A-to-z Guarantee Claim Rate

  • Credit Card Chargeback Rate

Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.

Negative Feedback Rate

The Negative Feedback Rate (represented as a percentage) is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate. The Negative Feedback Rate might not match the feedback that buyers see, which is calculated based on when the feedback was received instead of when the order was placed.

A seller who maintains a low percentage of negative feedback reflects our customer-centric philosophy. One- and two-star ratings are considered negative. For more information, see Monitor your account health.

If you received negative feedback from a buyer, it is recommended that you try to identify the cause of the issue and work with the buyer using one of the following options:

Use the Feedback Manager

  1. Go to Feedback under the Performance tab.

  2. In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.

Use the Buyer-Seller Messaging templates

For more information, see Email templates for Buyer-Seller Messaging.

Note: You can only use the Buyer-Seller Messaging templates to contact a buyer in regards to an order or a customer service question.

If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager:

  1. Go to the Feedback Manager.

  2. In the Recent Feedback table, next to the Order ID you want to request feedback removal, select Request removal under the Actions column.

Note: If a buyer withdraws negative feedback, it is not counted as part of ODR. However, it might take up to 48 hours after a buyer has removed it to disappear from the metric.

A-to-z Guarantee Claim Rate

The A-to-z Guarantee Claim Rate (represented as a percentage) is the number of orders with a relevant claim divided by the number of orders in a given 60-day time period. You can manage and take action on claims via the A-to-z Guarantee Claims page.

The following types of claims impact your ODR:

  • Claims that are granted and debited from your account

  • Claims for which you refunded the customer after the claim was filed

  • Claims for which you or Amazon cancelled the order

  • Claims that are pending a decision

The following types of claims do not impact your ODR:

  • Claims that are granted and paid for by Amazon

  • Claims that are denied to the customer

  • Claims that were withdrawn by the customer

Note: If you win an appeal on a claim decision, the claim will be removed from your ODR.

If you require additional assistance with addressing A-to-Z Guarantee Claims issues, you can use the A-to-Z Guarantee Claims Questions tool.

Manage your A-to-z Guarantee Claims
Understand claim status, represent your claim, or appeal a decision

Enter order ID

Next

A-to-z Guarantee claims

Credit Card Chargeback Rate

The Credit Card Chargeback Rate (represented as a percentage) is the number of orders that have received a credit card chargeback divided by the number of orders in the relevant period. The metric is order-correlated, meaning we look at the date of the order (not the date on which the service chargeback was received) when computing the rate.

A credit card chargeback is similar to an A-to-z Guarantee claim except that the credit card issuer processes the claim and makes the decision, not Amazon.

Possible problems might include:

  • The buyer claims they didn't receive the item.

  • The buyer returned the item, but didn't receive a refund.

  • The buyer received a damaged or defective product.

When a buyer disputes a purchase charged to their credit card, it is referred to as a chargeback request. We broadly categorize chargebacks as either fraud or service.

A fraud chargeback means the buyer claims not to have made the purchase at all. These claims are typically related to stolen credit cards used by fraudulent buyers. Amazon does not count fraudulent transaction chargebacks towards your ODR.

A service chargeback means the buyer acknowledges a purchase, but indicates to their credit card issuer that they experienced a problem.

For more information regarding how to address credit card chargeback claims, see Respond to a chargeback claim.

Note: For details about communication with buyers, see Communicate with buyers using the Buyer-Seller Messaging Service.

To view your ODR and download your ODR report:

  1. Go to the Account Health page.

  2. In the Customer Service Performance section, click View details.

  3. Select the Order Defect Rate tab. Scroll down and click the Download Report button.

 文章来源:亚马逊官方网站