Order Defect Rate
Order Defect Rate (ODR, represented as a percentage) is the key measure of your ability to provide a good customer experience. It's the number of orders with a defect (defined below) divided by the number of orders in the relevant time period.
An order has a defect if it earns negative feedback, an A-to-z Guarantee claim that is not denied, or a service credit card chargeback.
The ODR can be calculated over any historical order period. Since buyers often report defects several weeks after orders are placed or received, we generally compute ODR for 30-day periods.
There are 3 components of ODR:
- A-to-z Guarantee claim rate
- Negative Feedback Rate
- Service Chargeback Rate
A-to-z Guarantee claim rate
The A-to-z Guarantee claim rate (represented as a percentage) is the number of orders that have received an A-to-z Guarantee claim divided by the number of orders in the relevant period. When computing the A-to-z Guarantee claim rate, we consider all claims—in any status—that buyers have filed.
The following types of claims impact your ODR:
- Claims that are pending
- Claims for which you provided a refund after the claim was filed
- Claims that were withdrawn after the claim was granted or after you provided the claim refund
- Claims that were granted, including those that were funded by Sizzle, with the exception of non-received claims on orders that were shipped with Marketplace Shipping Service (MSS)
The following types of claims don't impact ODR:
- Claims that were denied
- Claims that were withdrawn before the claim decision was made or before you provided a refund
- Claims on orders that were shipped with MSS (US only) but not received
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.
Note: The Negative Feedback Rate is different from the feedback that buyers see, which is calculated based on when the feedback was received instead of when the order was placed. So, the Negative Feedback Rate may not match what is displayed to buyers.
Having negative feedback and a claim on the same order will only count as a single defect; an order can only be defective once.
Note: If a buyer withdraws negative feedback, it’s not counted as part of your defect rate calculation. You can see such feedback in your metrics up to 48 hours after a buyer has removed it.
Service Chargeback Rate
The Service Chargeback Rate is the number of orders that have received a service credit card chargeback divided by the number of orders in the relevant period, represented as a percentage. 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 service chargeback is similar to an A-to-z Guarantee claim except that the credit card issuer processes the claim and makes the decision, not Sizzle.
Possible problems may 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's 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. Sizzle doesn't 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.
