The Return Dissatisfaction Rate (RDR) is the percentage of valid return requests that were not answered within 48 hours, were incorrectly rejected, or received negative customer feedback.
RDR measures customer satisfaction with how you processed their returns. It consists of three individual components:
The Negative Return Feedback Rate is the percentage of valid return requests that have negative buyer feedback. For every return request, we ask buyers if their return was resolved. If they indicate that the return was not resolved, the return request is considered to have negative feedback.
You can take the following steps to reduce your chances of receiving negative feedback:
Choose to automatically authorize returns. You can automatically authorise all requested returns within a set number of days or just those requests that are in-line with Amazon’s return policy. This may reduce your chance of receiving negative feedback. Learn how to authorize Automatic Returns.
Check for return requests daily. Failing to respond to a return request drives the highest rate of negative responses. Ignored requests are more likely to get a negative response than approved requests
Respond quickly. Taking a long time to respond is a key contributor to negative responses. Taking more than two days to respond makes it more likely that a buyer will leave a negative response compared with a reply on the same day.
Address buyer issues. Denying a request without addressing the buyer’s issue, versus granting the request for a return, makes a negative response more likely.
Monitor negative feedback. A return request that receives negative feedback is more likely to escalate to a claim.
You must respond to return requests from buyers within 48 hours. If within 48 hours of receiving the request you do not authorize the return, provide a refund or close the request, we will consider the response late.
The Invalid Rejection Rate is the percentage of in-policy return requests that are incorrectly rejected. If a return is in-policy, the buyer should receive a full refund, have their request authorized or have their issue resolved so that they no longer desire the return. If one of these criteria is not met, we consider the return to be incorrectly rejected. If you resolve the buyer’s issue without a return, please use the appropriate close codes to indicate this. Only mark the order refunded if you have already issued a refund.
Learn more about our returns policies.
If the buyer requests a return but you’re able to resolve their issue without processing a return, choose one of these appropriate close codes:
If you chose to refund the buyer and don’t require a return, please choose one of these appropriate close codes:
Click the Submit request button.
When the request has processed, click the Download Past Reports button. Your newest request will appear there for you to download.
A green tick in this column means that your performance is meeting Amazon's target for this metric.
A yellow exclamation point in this column means that your performance does not currently meet Amazon's target for this metric. You should take steps to improve your Return Dissatisfaction Rate to help avoid negative feedback and claims.
A red "X" in this column means your performance currently falls significantly below Amazon's target for this metric. You should take immediate steps to improve your Return Dissatisfaction Rate to help avoid negative feedback and claims.