ODR – Order Defect Rate

Definition updated on November 2023

How does ODR (Order Defect Rate) impact seller performance and customer satisfaction?

Order Defect Rate (ODR) is a crucial metric in the online selling world, including sneaker reselling. It measures the percentage of orders that have received a negative feedback, claim, or service chargeback. The ODR is used by online marketplaces to evaluate a seller's performance and the quality of their service. A high ODR can indicate potential problems with a seller's operations, be it shipping delays, inaccurate product descriptions, or selling counterfeit goods, which is a significant concern in the sneaker world. For sneaker resellers, maintaining a low ODR is essential. A high defect rate can lead to account suspensions on platforms, decreased trust from buyers, and potentially reduced sales. To calculate ODR, you divide the number of orders with at least one defect (like negative feedback) by the total number of orders received in a given period, and then multiply by 100 to get a percentage. For example, if a sneaker reseller had 3 orders with defects out of 100 total orders, the ODR would be 3%. It's crucial for sneaker resellers to monitor their ODR regularly and take corrective actions if it starts to rise. This might mean improving product descriptions, ensuring the authenticity of the sneakers, enhancing shipping procedures, or bettering customer service practices. In essence, ODR is a clear indicator of a reseller's reliability and the overall satisfaction of their customers.

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