How to appeal an Amazon performance metrics (odr, late shipment, cancellation rate).

What triggers this notice

Order Defect Rate combines negative feedback, A-to-z Guarantee claims, and chargebacks. Late Shipment Rate and Cancellation Rate are usually operational — a carrier issue, a fulfillment system problem, or a staffing gap that caused a cluster of orders to slip.

What Amazon's reviewers want to see

Metrics-based deactivations need a root cause tied to an operational failure (a carrier issue, a staffing gap, a system outage) and evidence the metric has since recovered or that concrete steps will bring it back into range. Reference the actual metric and target where possible. Preventive measures should be operational — a new carrier, a buffer added to handling time, a monitoring cadence — not vague reassurance.

Common mistakes that get appeals rejected

• Not naming the specific metric and value in the appeal.
• Describing the cause in general terms instead of a specific operational failure (a carrier, a system, a staffing gap).
• Leaving out what the metric looks like now, if it's already improved.

Evidence and documentation to gather

• Screenshot of current performance metrics from Seller Central
• Carrier or fulfillment records supporting the stated cause
• Documentation of any process or staffing change made
• Screenshot of current performance metrics from Seller Central (Account Health → Customer Metrics)

How long does it take?

You generally have a limited window (commonly referenced as 17 days) to submit a Plan of Action after a metrics-based deactivation. Clear, specific appeals are sometimes reviewed within 24–48 hours; less specific ones take longer.

Timelines vary case by case — Amazon's own communication about your specific case is always the most reliable source.

Frequently asked questions