Hi @chishuo,

I understand you have questions regarding your Order Defect Rate (ODR). This metric covers, negative feedback, A to Z claims, and chargeback issues. Based off your post, it seems as though you are trying to address A to Z claims. You can find further information on how to address those claims here.

Regarding the metric itself, you may need to address this metric if you are seeing an "At Risk banner with a "Submit Appeal" button within that banner. If such a button is showing, you would need to click on that button to address the ODR issue you are now seeing. If no such button is showing within the banner, you do not need to take any action.

The affected orders that are now appearing on your ODR report, will fall off on their own after 60 days, and the metric should return to normal after that time. Additionally, if you ship any orders between now and the end of the 60 day period, this will also help to bring the metric back toward the standard target of "under 1%".

Additionally, if you are able to successfully address the claims on this metric, the percentages points may also come back toward the metric goal.

While the banner is present, please continue to monitor you Account Health page in case any updates populate within that banner so that you can take any needed action at that point in time.

Should any updates appear, please feel free to reach out to the community for any further assistance you may require.

Regards,

Troy