Sell on Amazon Sign in
This article applies to selling in: United Kingdom

B2B Metrics

Use the Amazon Business metrics to track your performance on Business-to-Business (B2B) orders. A B2B order refers to an order placed by a buyer registered with Amazon Business.

Order Defect Rate

Amazon Business Order Defect Rate (ODR), which is represented as a percentage, is the number of B2B orders with a defect (defined below) divided by the number of B2B orders in the relevant time period.

A B2B 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.

There are three components of ODR:

Negative feedback:

The Negative Feedback Rate (represented as a percentage) is the number of B2B 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 calculating the rate.

A-to-z Guarantee claims:

The A-to-z Guarantee Claim Rate (represented as a percentage) is the number of B2B orders that have received an A-to-z Guarantee claim, divided by the number of B2B orders in the relevant period. When calculating the A-to-z Guarantee claim rate, we consider all claims – in any status – that buyers have filed.

Chargeback claims:

The Chargeback Claims Rate (represented as a percentage) is the number of B2B orders that have received a service credit card chargeback, divided by the number of B2B orders in the relevant period. The metric is order-correlated, meaning we look at the date of order (not the date on which the chargeback was received) when calculating the rate.

Cancellation Rate

The Amazon Business Cancellation Rate is the number of seller-fulfilled B2B orders cancelled by the seller prior to ship confirmation, divided by the number of seller-fulfilled B2B orders in the relevant time period. When calculating this metric, we consider all order cancellations initiated by the seller for any reason.

Late Dispatch Rate

The Amazon Business Late Dispatch Rate is the number of seller-fulfilled B2B orders with a ship confirmation that was completed after the expected Ship Date, divided by the number of seller-fulfilled B2B orders in the relevant time period.

It is important to confirm the delivery of orders by the expected dispatch date so that customers can see the status of their dispatched orders online. Orders that are shipped late may lead to increased claims, negative Feedback or customer contacts, and can negatively affect customer experience.

Sign in to use the tool and get personalised help (desktop browser required). Sign in


Reach Hundreds of Millions of Customers

Start Selling on Amazon


© 1999-2020, Amazon.com, Inc. or its affiliates