> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Order Defect Rate, Amazon (Selling Partner) > Stays below 1% or your account gets reviewed for suspension. How to read it, why it matters, and how to act on it. **Metrics type:** [Supporting Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Marketplace](/nerve-centre/connectors#connectors-by-type) > Stays below 1% or your account gets reviewed for suspension. ## At a glance > **Order Defect Rate** is a account health metric tracked from Amazon (Selling Partner) data. It surfaces operational signal at the account health layer so merchants can spot regressions, opportunities, and structural patterns in their store performance. The card pairs with sibling metrics in the Account Health category to build a complete diagnostic picture; cross-reference the related cards listed below for context. | | | | --------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | Order Defect Rate as exposed by the Amazon (Selling Partner) integration. The metric is computed from the latest available data and refreshed on the standard data refresh. | | **Sample type** | Backend API data from Amazon (Selling Partner), refreshed on the standard data refresh. | | **Why it matters** | The metric appears in the Account Health category and complements the sibling cards listed below. Track movement over time to identify regressions or opportunities. | | **Reading the value** | Compare the current period to the prior period to identify direction. Cross-reference siblings for the full diagnostic picture. | | **Currency** | percent | | **Time window** | `30D vsP` | | **Alert trigger** | `>0.7% (warn) / >1% (suspension)` | | **Sentiment key** | `defect_rate` | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Amazon (Selling Partner) data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example *A representative reading of **Order Defect Rate** for a typical merchant on Amazon (Selling Partner).* The card reports the current period value alongside a comparison against the previous period. Direction matters: rising values may be healthy or concerning depending on the underlying metric. Cross-reference the siblings below to triangulate cause when the value moves outside expected range. For deeper investigation, use Vortex Mind to trace upstream causes; for natural-language exploration, ask Ask Viq. ## Sibling cards merchants should reference together | Card | Why merchants reach for it | | ------------------------------------------------------------------------------------- | ------------------------------------------------------- | | [`amzn_a_to_z_claims_open`](/nerve-centre/kpi-cards/amazon/a-to-z-guarantee-claims) | Account Health sibling: A-to-z Guarantee Claims (open). | | [`amzn_cancellation_rate`](/nerve-centre/kpi-cards/amazon/pre-fulfilment-cancel-rate) | Account Health sibling: Pre-Fulfilment Cancel Rate. | | [`amzn_late_shipment_rate`](/nerve-centre/kpi-cards/amazon/late-shipment-rate) | Account Health sibling: Late Shipment Rate. | | [`amzn_negative_feedback`](/nerve-centre/kpi-cards/amazon/negative-feedback) | Account Health sibling: Negative Feedback (30d). | | [`ama_aov`](/nerve-centre/kpi-cards/amazon/average-order-value) | Sales sibling: Average Order Value. | ## Reconciling against the vendor's own dashboard **Where to look in Amazon (Selling Partner)'s own dashboard:** The Amazon (Selling Partner) dashboard surfaces this metric (or its components) under the relevant report section. Confirm period boundaries and filter settings match the Vortex IQ profile to reconcile cleanly. **Why the Vortex IQ value may legitimately differ:** | Reason | Direction | What to do | | ---------------------------------------------------------------------------------------------------------- | --------- | ------------------------ | | **Period boundary.** Vortex IQ uses 30-day rolling by default; vendor dashboards may use calendar periods. | Variable | Match the period range. | | **Time zone.** Vendor uses account time zone; Vortex IQ aligns to merchant reporting time zone. | Marginal | Confirm time zone match. | | **Filter scope.** Profile-level filters (channel, B2B, test orders) may narrow the Vortex IQ view. | Variable | Match filter settings. | **Cross-connector reconciliation:** complement with sibling cards in the same category for the full diagnostic picture. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Order Defect Rate update?** The card refreshes on the standard data refresh (typically every 30-60 minutes for live integrations). For real-time signals, force a manual refresh from the dashboard. **Q: Why does my Amazon (Selling Partner) dashboard show a different number?** The most common reasons are period-boundary differences (Vortex IQ uses 30-day rolling vs vendor's calendar months), time-zone alignment, and filter scope (profile-level vs vendor's all-account view). Match these settings before assuming a real divergence. **Q: How does Order Defect Rate relate to other account health metrics?** Track this card alongside the siblings listed above to build a complete picture. Single-metric reads can mislead; the diagnostic value is in the cross-reference. **Q: Can I customise the alert threshold?** Yes, alert thresholds are configurable per profile in the Alert Rules tab. Adjust to match your business baseline rather than relying on the generic default. *** ### Tracked live in Vortex IQ Nerve Centre *Order Defect Rate* is one of hundreds of KPI pulses Vortex IQ tracks across Amazon (Selling Partner) and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.