Greetings Computer_Deal_US_347,

I apologize for the delay in responding to you here at the Seller Forums. Our team of moderators are constantly working to address all inquiries as soon as we can.

"How they calculate the ODR even the chargeback is under review?"

Amazon calculates the Order Defect Rate by considering three main factors: negative feedback, A-to-z Guarantee claims, and chargebacks.

Even if a chargeback is under review, Amazon includes it in the ODR calculation as a pending defect. Here’s how it works:

• When a chargeback is filed by a customer, it’s immediately counted towards the ODR as a pending defect. This is because the outcome of the review could potentially result in a confirmed defect, which impacts the ODR. Even if the chargeback is resolved in the seller’s favor later on, it was still considered during the review period.
• The ODR is calculated as the percentage of orders with defects out of the total orders within a given period. Since Amazon's ODR calculation is designed to give a snapshot of seller performance at any given time, pending chargebacks are included to ensure that the metric reflects all potential issues.
• If the chargeback is resolved in the seller's favor, Amazon will typically remove the defect from the ODR. However, during the review period, the chargeback counts towards the ODR calculation.
• Amazon sets a threshold for ODR at 1%. If your ODR exceeds this, your account could be at risk of suspension or other penalties.

With that said, Amazon includes pending chargebacks in the ODR calculation to ensure the metric reflects all potential issues with orders, even if they are under review.

Thank you for contacting us! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.

I wish you all the best,

-Nikki