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Seller Appeal Plan of Action Pack · Guide

What should I do if my Amazon seller account is suspended for a high order defect rate?

Order defect rate (ODR) is the share of your seller-fulfilled orders in a 60-day period with negative feedback (1 or 2 stars), an A-to-z claim or a credit card chargeback, and Amazon requires it to stay under 1%. Above that, Amazon may suspend your seller-fulfilled selling privileges or deactivate those offers, and you appeal from the Account Health page. Find the common cause behind the defect orders, such as late delivery, wrong items or poor listing descriptions, fix it, and explain the root cause, corrective actions and preventive steps tied to those orders.

Steps to find the cause and write the plan

Open the customer service performance data. In Account Health, look at the order defect rate and the breakdown into negative feedback, A-to-z claims and chargebacks. Download or list every order that counts as a defect in the period shown.
Group the defects by cause. For each defect order, read the buyer's feedback, claim or chargeback reason and write a one-line cause, such as late delivery, item not as described, wrong item or no reply to the buyer. Count how many fall under each cause.
Find the process behind the biggest group. Ask why each main cause happened: a carrier problem, a listing that overstated something, a packing error, stock shortages or slow replies to messages. The root cause in the plan should be this process gap, not the metric itself.
Fix what you can for each order. Where it is still possible, answer buyer messages, resolve open claims and offer refunds or replacements that your policy allows. Never offer anything in exchange for removing feedback, as that breaks Amazon's rules.
Fix the listings and operations. Correct inaccurate listing details, update handling times, change carriers or packing checks, and set a rule for answering buyer messages quickly. Record the date of each change.
Write a short, specific plan of action. Name the main causes and the orders behind them, list the corrective actions already taken with dates, and list the preventive steps with who does them and how often you check the metric.

Common mistakes

Blaming buyers or the carrier without showing what you changed
Listing generic promises such as 'we will improve customer service'
Ignoring chargebacks, which count toward the rate
Not mentioning the specific defect orders at all

When a done-for-you pack helps

A done-for-you pack helps when you have many defect orders and need the causes sorted and turned into a clear plan quickly. For sellers, we draft the plan of action from your notice and data, build an evidence index linking each claim to a named file, list missing evidence, give a submission checklist and point out weak spots a reviewer may question. You review and submit it from your own Account Health page.

US$149 all-in, one-time.
No subscription and no extra fees. Delivered by email within 24 hours of your order. Covers one suspension or listing notice for one seller account.
See the Seller Appeal Plan of Action Pack · US$149

Questions

What counts toward the order defect rate?

Three things count on seller-fulfilled orders in a 60-day period: negative feedback (1- and 2-star seller ratings), A-to-z claims and credit card chargebacks. An order with more than one of these counts once. Amazon's target for sellers is an order defect rate under 1%, and it is shown on the Account Health page alongside the list of affected orders.

Should I ask buyers to remove negative feedback?

You can contact a buyer to resolve their problem, and a buyer may choose to remove feedback themselves. Do not offer refunds, discounts or gifts in exchange for removing or changing feedback, and do not pressure buyers, because that breaks Amazon's rules. Focus the plan on fixing the cause, not on removing defects.

How long should the plan of action be?

Short enough to read quickly: a brief root cause section, then corrective and preventive actions as bullet points. Reviewers look for specific causes, orders and dates rather than long explanations. A page or less is usually enough, as long as each point is concrete and you can back it with records you hold.

Sources

Checked 2026-10-26. Policies change, so read the current version before you act.

Contact

Email james@bucket3.ai. We reply within one business day.
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