1. Order Defect Rate

The Order Defect Rate (ODR) measures your ability within the past 60 days to make sure customers are as happy as the A-to-Z guarantee promises. The ODR covers areas like negative feed backs, successful A-to-Z claims, and credit card charge back, all of which must be less than 1% to achieve a satisfactory ODR. 

2. Cancellation Rate

This metric is only for seller-fulfilled or FBM orders. It measures, in 7-day time frames, the percentage of orders canceled by the seller. A seller needs to maintain a percentage below 2.5% to pass this metric.

3. Late Dispatch Rate

Your LDR or Late Dispatch Rate needs to be under 4% or you could face a warning or suspension. Measured over a 10-day or 30-day time frame, the Late Dispatch Rate (LDR) refers to how many orders (as a percentage of total orders) had their shipping confirmation posted after the expected ship date.

4. Valid Tracking Rate

This metric is only applicable to seller-fulfilled orders or FBM. Displayed over a 30-day period, the Valid Tracking Rate (VTR) measures the percentage of total orders that were assigned a valid tracking number. Keep this metric above 95% and you’re good to go.

5. On-Time Delivery Rate

The On-Time Delivery Rate (OTDR) sums up, as a percentage of total orders, how many packages made it to their respective doorsteps by the estimated delivery date. This metric also only applies to seller-fulfilled orders, so it’s advisable to keep it above 97%.

6. Return Dissatisfaction Rate

The Return Dissatisfaction Rate (RDR), which needs to be under 10%, can increase if you get negative feedback (Negative Return Feedback Rate), don’t respond to the return request within 48 hours (Late Response Rate), or deny the return request (Invalid Rejection Rate).

7. Invoice Defect Rate

Amazon recommends that sellers maintain an Invoice Defect Rate below 5%. This rate is defined by the share of orders placed by Amazon Business customers for which you have not provided a downloadable VAT invoice (or a receipt) within one business day after shipping confirmation. This metric is in line with the Amazon Business invoicing policy

What Happens if You Fail the Amazon Account Health Metrics?

If you fail to meet the target metrics of Amazon Account Health, Amazon will request a Plan of Action (POA) from you for improvement within 48 hours. If your POA is accepted by Amazon; i.e., it demonstrates that you understand the problem and how you intend to rectify it, then Amazon will not suspend your account.