请查收，，，，，，，，亚马逊订单缺陷率 (ODR)三种类型的详细解读！
订单缺陷率
订单缺陷率 (ODR) 是权衡您提供优异买家体验能力的主要指标。。。。。。。该指标涵盖在给定的 60 天时间段内保存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：
负面反响率
亚马逊商城生意包管索赔率
信用卡拒付率
人生就是博·(中国)尊龙AG旗舰厅政谋划定，，，，，，，，卖家应维持低于 1% 的 ODR，，，，，，，，这样才华在亚马逊上销售商品。。。。。。。高于 1% 的 ODR 可能会导致账户停用。。。。。。。
负面反响率
负面反响率（以百分比的形式体现）即是相关时间段内收到负面反响的订单数除以该时间段内的订单总数。。。。。。。此指标与订单关联，，，，，，，，这意味着在盘算负面反响率时，，，，，，，，我们会思量下单日期，，，，，，，，而不是收到反响的日期。。。。。。。负面反响率可能与买家看到的反响差别，，，，，，，，显示给买家看的反响率以收到反响时间盘算，，，，，，，，而不是以下订单的时间盘算的。。。。。。。
卖家致力于维持低负面反响率的行为，，，，，，，，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响。。。。。。。有关更多信息，，，，，，，，请参阅监控您的账户状态。。。。。。。
若是您收到买家的负面反响，，，，，，，，建议您实验找出问题的缘故原由并接纳以下恣意一种要领与买家相助：
使用反响治理器
转至【绩效】选项卡下的反响。。。。。。。
在【近期反响】表中，，，，，，，，选择指定订单编号旁边的【操作】列下的【联系买家】。。。。。。。
使用“买家与卖家新闻效劳”模板
有关更多信息，，，，，，，，请参阅买家与卖家新闻效劳的电子邮件模板。。。。。。。
注重： 您只能使用“买家与卖家新闻效劳”模板就订单或客户效劳问题联系买家。。。。。。。
若是您以为买家提交了过失的反响，，，，，，，，并且该反响知足移除要求，，，，，，，，您可以在【反响治理器】中执行以下操作，，，，，，，，请求移除反响�。。。。。。�
转至反响治理器。。。。。。。
在【近期反响】表中，，，，，，，，在您想要请求移除反响的订单编号旁边，，，，，，，，选择【操作】列下的【请求移除】。。。。。。。
注重： 若是买家作废负面反响，，，，，，，，则该订单不会计入 ODR 的盘算。。。。。。。可是，，，，，，，，在买家移除负面反响后，，，，，，，，可能需要 48 小时才华在指标中体现出来。。。。。。。
亚马逊商城生意包管索赔率
亚马逊商城生意包管索赔率（以百分比的形式体现）即是在给定的 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生意包管索赔页面治理索赔并接纳响应步伐。。。。。。。
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
因您或亚马逊作废订单而导致的索赔
期待处置惩罚决议的索赔
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
注重： 若是您赢得了针对索赔决议的申诉，，，，，，，，亚马逊将从您的订单缺陷率中移除该索赔。。。。。。。
若是您在处置惩罚亚马逊商城生意包管索赔问题时需要更多资助，，，，，，，，可以使用【亚马逊商城生意包管索赔问题】工具：
输入订单编号
信用卡拒付率
信用卡拒付率（以百分比的形式体现）即是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，，，，，，，，这意味着在盘算效劳信用卡拒付率时，，，，，，，，我们会思量下单日期而不是收到效劳信用卡拒付的日期。。。。。。。
信用卡拒付与亚马逊商城生意包管索赔相似，，，，，，，，只是索赔处置惩罚和决议由信用卡发放机构完成，，，，，，，，而不是亚马逊。。。。。。。
可能泛起的问题包括：
买门风称自己未收到商品。。。。。。。
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置生意提出异议时，，，，，，，，亚马逊将此情形称作信用卡拒付请求。。。。。。。我们将信用卡拒付大致分为诓骗拒付和效劳拒付。。。。。。。
诓骗信用卡拒付意味着买门风称他们基础未购置商品。。。。。。。这类索赔通常与诓骗性买家使用偷窃的信用卡相关。。。。。。。在盘算 ODR 时，，，，，，，，亚马逊不会思量诓骗性生意信用卡拒付。。。。。。。
效劳信用卡拒付指买家确认购置了商品，，，，，，，，但向信用卡发放机构批注自己遇到了问题。。。。。。。
有关怎样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。。。。。。。
注重： 有关与买家相同的详细信息，，，，，，，，请参阅使用买家与卖家新闻效劳与买家相同。。。。。。。
要审查您的 ODR 并下载 ODR 报告，，，，，，，，请执行以下操作：
转至账户状态页面。。。。。。。
在【客户效劳绩效】部分，，，，，，，，点击【审查详情】。。。。。。。
选择【订单缺陷率】选项卡。。。。。。。向下转动并点击【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
Go to Feedback under the Performance tab.
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:
Go to the Feedback Manager.
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:
Enter order ID
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:
Go to the Account Health page.
In the Customer Service Performance section, click View details.
Select the Order Defect Rate tab. Scroll down and click the Download Report button.
文章泉源：亚马逊官方网站
上一篇：亚马逊店肆转让注重事项