Understanding Amazon Metrics and Reports
Being a seller on Amazon 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 key terms and what you need to know about them. Customer experience history is measured against four key criteria: 1. Order defect rate (ODR) represents the orders for which you have received a negative feedback, an A-to-Z Guarantee claim, or a credit card chargeback. 2. Pre-fulfilment cancellations 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’t fulfil it. 3. Missed promises show you how effectively you are meeting your customers ‘shipping 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. 4. Percentage of orders refunded shows, if the number is high, that you are refu