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Etsy ODR for Sellers: Understanding Etsy’s Online Dispute Resolution System

Etsy ODR for Sellers: Understanding Etsy’s Online Dispute Resolution System

Etsy is one of the world’s largest online marketplaces, with millions of sellers offering handmade, vintage, and unique items to customers around the globe. While Etsy provides a platform for sellers to showcase their products and reach a wider audience, it also has strict policies in place to ensure a positive shopping experience for buyers. One such policy is the Order Dissatisfaction Rate (ODR), which measures the percentage of orders that result in a negative customer experience.

ODR is an important metric for Etsy sellers to keep in mind, as it can directly impact their ability to sell on the platform. In order to maintain good standing with Etsy, sellers must maintain an ODR of less than 1%. This means that out of every 100 orders, no more than 1 can result in a negative experience for the buyer. If a seller’s ODR exceeds this threshold, they may receive a warning from Etsy or even have their shop suspended. Therefore, it is crucial for sellers to understand the factors that can contribute to a high ODR and take steps to prevent negative customer experiences.

What is Etsy ODR?

Explanation of Etsy ODR

Etsy ODR stands for Order Dissatisfaction Rating. It is a system that Etsy uses to monitor the customer service of its sellers. The ODR is calculated based on the percentage of orders that have received a review of 2 stars or less, or have had a case opened against them.

The ODR system is designed to ensure that buyers have a positive experience when shopping on Etsy. If a shop’s ODR falls below Etsy’s acceptable threshold, the shop will receive a warning and will be given time to improve. If the shop does not improve, it may be closed.

How Etsy ODR Works

The ODR system is calculated based on the last 60 days of a shop’s sales. This means that a shop’s ODR can change quickly, depending on the feedback and reviews it receives.

Etsy provides sellers with a dashboard that displays their ODR. This dashboard also provides information on the orders that contributed to the ODR calculation, such as the reason for the case being opened or the review being left.

It is important for sellers to monitor their ODR and take steps to improve it if necessary. This can include improving communication with buyers, providing accurate product descriptions, and ensuring that orders are shipped on time.

Why is Etsy ODR Important for Sellers?

Etsy’s ODR (Order Dissatisfaction Rate) is an important metric for sellers to keep in mind when running their shops. It measures the percentage of orders that result in a case being opened, a low review being left, or a refund being issued. Maintaining a good ODR is crucial for a seller’s success on Etsy.

Impact on Sales

A high ODR can negatively impact a seller’s sales on Etsy. When a shop’s ODR falls below Etsy’s threshold of 1%, it can result in the shop being suspended or closed. This means that the shop will not be able to sell on Etsy anymore, which can be devastating for a seller’s business.

Additionally, a high ODR can also lead to a decrease in visibility in Etsy’s search results. This means that potential buyers may not be able to find the seller’s products as easily, resulting in fewer sales.

Consequences of Low ODR

If a seller’s ODR falls below Etsy’s threshold, there can be serious consequences. The shop may be suspended or closed, resulting in a loss of income for the seller. In addition, a low ODR can also damage a seller’s reputation on Etsy, making it harder for them to rebuild their business.

To maintain a good ODR, sellers should focus on providing excellent customer service, accurately describing their products, and shipping items in a timely manner. Responding quickly and professionally to any customer issues can also help prevent cases from being opened and negative reviews from being left.

Etsy’s ODR is an important metric for sellers to keep in mind. Maintaining a good ODR can help increase sales and protect a seller’s reputation on Etsy. Sellers should focus on providing excellent customer service and addressing any customer issues promptly to maintain a good ODR.

How to Maintain a High ODR

Maintaining a high ODR on Etsy can be challenging, but it is crucial for a seller’s success on the platform. Here are some tips and strategies to help you maintain a high ODR.

Tips for Improving Customer Service

Improving your customer service is one of the most effective ways to maintain a high ODR. Here are some tips to help you improve your customer service:

  • Respond to customers promptly: Respond to customer inquiries and messages as soon as possible. This shows that you value their time and are committed to providing excellent customer service.
  • Be transparent: Be transparent about your products and policies. This helps to build trust with your customers and reduces the likelihood of misunderstandings or disputes.
  • Provide accurate product descriptions: Provide accurate and detailed product descriptions to help customers make informed decisions. This reduces the likelihood of returns or negative feedback.

Strategies for Preventing Issues

Preventing issues before they occur is another effective way to maintain a high ODR. Here are some strategies to help you prevent issues:

  • Set clear policies: Set clear policies for shipping, returns, and refunds. This helps to manage customer expectations and reduces the likelihood of disputes.
  • Use high-quality materials: Use high-quality materials for your products to reduce the likelihood of defects or issues.
  • Test your products: Test your products thoroughly before listing them for sale. This helps to identify any issues before they reach your customers.

Responding to Negative Feedback

Despite your best efforts, you may receive negative feedback from customers. Here are some tips for responding to negative feedback:

  • Respond promptly: Respond to negative feedback promptly and professionally. This shows that you take customer feedback seriously and are committed to resolving any issues.
  • Apologize and offer a solution: Apologize for any issues and offer a solution to the customer. This shows that you are committed to resolving the issue and can help to turn a negative experience into a positive one.
  • Learn from the feedback: Use negative feedback as an opportunity to learn and improve your products or customer service. This can help to prevent similar issues from occurring in the future.

By following these tips and strategies, you can maintain a high ODR on Etsy and build a successful business on the platform.

Common Questions About Etsy ODR

How is ODR Calculated?

ODR or Order Dissatisfaction Rate is calculated by dividing the number of cases opened against your shop by the total number of orders you have received in the last 60 days. The cases include instances in which a customer has filed an official complaint to Etsy about a specific transaction. The number of 1-2 star reviews your products have also affects your ODR.

What is a Good ODR?

A good ODR is less than 1%. If your ODR is higher than 1%, it indicates that a significant number of your customers are not satisfied with their orders, and it may result in Etsy taking action against your shop.

What Happens if My ODR is Too Low?

If your ODR is too low, Etsy may take action against your shop. This may include suspending or closing your shop, removing your listings, or limiting your ability to sell on Etsy.

Can I Appeal a Low ODR?

Yes, you can appeal a low ODR by submitting an appeal to Etsy. The appeal should include a detailed explanation of why your ODR is low and what steps you have taken to improve it. Etsy will review your appeal and determine whether to take any action against your shop.


In conclusion, Etsy’s Order Dissatisfaction Rate (ODR) is a metric that measures a shop’s customer satisfaction based on reviews and cases. To maintain a good ODR, sellers must ensure they provide excellent customer service and high-quality products.

To avoid a high ODR, sellers should focus on providing clear and accurate product descriptions, fast and reliable shipping, and excellent customer service. They should also proactively communicate with customers and address any issues promptly to prevent negative reviews and cases.

I hope you found this guide covering Etsy ODR for sellers, useful! To learn more Etsy tips and tricks, check out the Thrive on Etsy Blog!