{"id":1266,"date":"2020-04-14T07:54:43","date_gmt":"2019-08-19T18:29:53","guid":{"rendered":"https:\/\/www.aihello.com\/resources\/?p=1266"},"modified":"2026-09-23T08:57:19","modified_gmt":"2026-09-23T08:57:19","slug":"understanding-amazon-metrics-and-reports","status":"publish","type":"post","link":"https:\/\/www.aihello.com\/resources\/blog\/understanding-amazon-metrics-and-reports\/","title":{"rendered":"Understanding Amazon Metrics and Reports"},"content":{"rendered":"<div class=\"wp-block-group ah-reading-guide ah-compact-toc\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><style>\n.ah-reading-guide{max-width:820px;margin:0 auto;color:#26364a;font-size:18px;line-height:1.8;counter-reset:ah-section}.ah-reading-guide *{box-sizing:border-box}.ah-reading-guide p{margin:0 0 22px;line-height:1.8}.ah-reading-guide strong{color:#142d48}.ah-reading-guide h2{position:relative;margin:56px 0 24px;padding-top:24px;border-top:1px solid 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ol.ah-literal-flow>li>div>p:last-child{margin-bottom:0}@media(max-width:650px){.ah-reading-guide ol.ah-literal-flow>li{padding:18px;gap:12px;grid-template-columns:32px minmax(0,1fr)}.ah-reading-guide .ah-literal-number{width:30px;height:30px}}<\/style><noscript><style>.ah-reading-guide [data-aos]{opacity:1!important;visibility:visible!important;transform:none!important}<\/style><\/noscript><p class=\"ah-lead wp-block-paragraph\">Being a seller on <a  data-ilj-link-preview=\"true\"  data-featured-image=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2022\/02\/boost-sales-300x200.jpg\"  data-excerpt=\"Unlock Amazon&#039;s Brand Referral Bonus! Discover how driving external traffic, especially from Google Ads, boosts your sales, increases organic reach, and earns rewards.\" href=\"https:\/\/www.aihello.com\/resources\/blog\/boost-amazon-sales-using-google-ads\/\">Amazon<\/a> means that you have to provide top notch customer service to your buyers. However, understanding how all this works is sometimes overwhelming. Here are the <a  data-ilj-link-preview=\"true\"  data-featured-image=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2020\/04\/images-1-300x147.jpg\"  data-excerpt=\"Optimize your Amazon seller journey! Discover how FBA streamlines shipping, boosts seller ratings, and leverages customer feedback for online success.\" href=\"https:\/\/www.aihello.com\/resources\/blog\/key-terms-you-need-to-know-when-you-start-out-as-a-seller\/\">key terms<\/a> and what you need to know about them.<\/p><h2 id=\"customer-experience-history-is-measured-against-four-key-criteria\" class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_experience_history_is_measured_against_four_key_criteria\"><\/span>Customer experience history is measured against four key criteria:<span class=\"ez-toc-section-end\"><\/span><\/h2><div class=\"wp-block-greenshift-blocks-container gspb_container gspb_container-gsbp-f1266-1\" id=\"gspb_container-id-gsbp-f1266-1\" data-aos=\"fade\" data-aos-easing=\"ease\" data-aos-duration=\"500\" data-aos-once=\"true\"><ol class=\"ah-literal-flow\"><li><span class=\"ah-literal-number\">1.<\/span><div><p><strong>Order defect rate (ODR)<\/strong> represents the orders for which you have received a negative feedback, an A-to-Z Guarantee claim, or a credit card chargeback.<\/p><\/div><\/li><li><span class=\"ah-literal-number\">2.<\/span><div><p><strong>Pre-fulfilment cancellations<\/strong> will show you how many times a customer attempted to buy an item that you did not have in stock. You had to cancel the order, because you couldn\u2019t fulfil it.<\/p><\/div><\/li><li><span class=\"ah-literal-number\">3.<\/span><div><p><strong>Missed promises<\/strong> show you how effectively you are meeting your customers \u2018shipping expectations. Amazon expects you to promise to ship the item within two business days. Any orders confirmed to have been shipped three or more days late are counted as having missed the promise.<\/p><\/div><\/li><li><span class=\"ah-literal-number\">4.<\/span><div><p><strong>Percentage of orders refunded<\/strong> shows, if the number is high, that you are refunding too high a percentage of your products.<\/p><\/div><\/li><\/ol><\/div><h2 id=\"how-does-valid-tracking-rate-work\" class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Does_Valid_Tracking_Rate_Work\"><\/span>How Does Valid Tracking Rate Work?<span class=\"ez-toc-section-end\"><\/span><\/h2><p>To calculate your Valid Tracking Rate, Amazon takes the number of packages you&#8217;ve shipped with a valid tracking divide it by the total number of packages you&#8217;ve shipped and confirmed. Tracking numbers are considered valid only if you have at least one carrier scan recorded. Amazon requires that 95% of all packages you ship include a valid tracking number.<\/p><h2 id=\"what-is-return-dissatisfaction-rate-rdr\" class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_Return_Dissatisfaction_Rate_RDR\"><\/span>What is Return Dissatisfaction Rate (RDR)?<span class=\"ez-toc-section-end\"><\/span><\/h2><p>RDR measures the customers&#8217; satisfaction with how their returns are processed. It&#8217;s calculated as a percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative <a  data-ilj-link-preview=\"true\"  data-featured-image=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2022\/02\/amazon-customer-review-handle-tool-software-300x200.jpg\"  data-excerpt=\"Frustrated by negative Amazon reviews? Discover Amazon&#039;s new &quot;Contact Customer&quot; tool. Sellers can now directly address 1-3 star feedback, boosting trust and improving service.\" href=\"https:\/\/www.aihello.com\/resources\/blog\/using-customer-review-tools-to-remove-negative-amazon-reviews\/\">customer feedback<\/a>.<\/p><figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" title=\"what is ppc on amazon | how much do amazon sponsored ads cost | how to get into amazon vine\" class=\"wp-image-1311 alignnone size-medium\" src=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2018\/03\/image1-2-300x110.jpg\" alt=\"\" width=\"300\" height=\"110\" srcset=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2018\/03\/image1-2-300x110.jpg 300w, https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2018\/03\/image1-2-768x282.jpg 768w, https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2018\/03\/image1-2.jpg 1024w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/figure><h2 id=\"what-is-customer-service-dissatisfaction-rate-csdr\" class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_Customer_Service_Dissatisfaction_Rate_CSDR\"><\/span>What is Customer Service Dissatisfaction Rate (CSDR)?<span class=\"ez-toc-section-end\"><\/span><\/h2><p>CSDR measures customer satisfaction with your responses to buyer messages. When you respond to a buyer through the Buyer-Seller Messaging Service, Amazon includes a survey immediately below your response asking: Did this solve your problem? Buyers can select Yes or No, and the CSDR is the percentage of No votes divided by the total number of responses.<\/p><div class=\"wp-block-greenshift-blocks-container gspb_container gspb_container-gsbp-f1266-2\" id=\"gspb_container-id-gsbp-f1266-2\" data-aos=\"fade\" data-aos-easing=\"ease\" data-aos-duration=\"500\" data-aos-once=\"true\"><div class=\"wp-block-group ah-definition\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\"><p>Amazon holds specific acceptable standards against these performance measures. Your order defect rate (ODR) is expected to be below 1 percent. Your pre-fulfilment cancellation rate should stay below 2.5 percent, and your missed promise rate must be below 5 percent. <a  data-ilj-link-preview=\"true\"  data-featured-image=\"https:\/\/www.aihello.com\/resources\/wp-content\/uploads\/2020\/04\/download-13.jpg\"  data-excerpt=\"Boost your Amazon sales! Learn to craft perfect product descriptions with our expert checklist. Optimize content, highlight benefits, and impress buyers for higher conversions.\" href=\"https:\/\/www.aihello.com\/resources\/blog\/putting-your-product-out-there-things-to-keep-in-mind\/\">Keep in mind<\/a> that these are just baseline numbers. Many merchants achieve far better performance statistics than these. <\/p><p>Use your Customer Experience newsletter to hone your operation.<\/p><\/div><\/div><\/div><p>These metrics are very important as they are a report card showing very clearly just how your customers are perceiving your performance on Amazon. In fact, you could very well consider it to be the notes you must follow in order to master Amazon performance guidelines.<\/p><p class=\"ah-callout\">If you would like to <a rel=\"noopener\" target=\"_blank\" href=\"https:\/\/www.aihello.com\/schedule.html\">get started<\/a> on AiHello&nbsp;<a href=\"https:\/\/www.aihello.com\/account\/register\" target=\"_blank\" rel=\"noopener noreferrer\">click here<\/a>&nbsp;for a free 14 days trial.<\/p><\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Amazon sellers: Master customer service and performance metrics. Understand ODR, tracking, and more to exceed Amazon&#8217;s standards.<\/p>\n","protected":false},"author":1,"featured_media":5083,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_gspb_post_css":".gspb_container-id-gsbp-f1266-1,.gspb_container-id-gsbp-f1266-2{flex-direction:column;box-sizing:border-box}#gspb_container-id-gsbp-f1266-1.gspb_container>p:last-of-type,#gspb_container-id-gsbp-f1266-2.gspb_container>p:last-of-type{margin-bottom:0}#gspb_container-id-gsbp-f1266-1.gspb_container.aos-animate,#gspb_container-id-gsbp-f1266-1.gspb_container[data-gs-aos],#gspb_container-id-gsbp-f1266-2.gspb_container.aos-animate,#gspb_container-id-gsbp-f1266-2.gspb_container[data-gs-aos]{opacity:1;transform:translateZ(0)}#gspb_container-id-gsbp-f1266-1.gspb_container,#gspb_container-id-gsbp-f1266-2.gspb_container{position:relative;transition-duration:.5s;transition-timing-function:var(--gs-root-animation-easing, cubic-bezier(0.42, 0, 0.58, 1));opacity:var(--gs-root-animation-opacity, 0);transition-property:opacity,transform,filter;box-sizing:border-box}","footnotes":""},"categories":[89,163,85],"tags":[404,401,405,399,402,400],"republish_tag":[],"class_list":["post-1266","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon","category-resources","category-tips","tag-amazon-metrics","tag-amazon-product-tracking","tag-amazon-report","tag-order-defect-rate","tag-return-dissatisfaction-rate","tag-valid-tracking-rate"],"_links":{"self":[{"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/posts\/1266","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/comments?post=1266"}],"version-history":[{"count":1,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/posts\/1266\/revisions"}],"predecessor-version":[{"id":14362,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/posts\/1266\/revisions\/14362"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/media\/5083"}],"wp:attachment":[{"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/media?parent=1266"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/categories?post=1266"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/tags?post=1266"},{"taxonomy":"republish_tag","embeddable":true,"href":"https:\/\/www.aihello.com\/resources\/wp-json\/wp\/v2\/republish_tag?post=1266"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}