Perfect Order Percentage
Among the factors that contribute to determining a seller’s performance level is the Perfect Order Percentage (POP). It is important not only because it is part of Amazon’s evaluation of the seller, but because it enables the seller to identify customer experience issues and resolve them, when necessary.
How to Obtain Perfect Order Status
For sellers to obtain a Perfect Order status, they must accept, process, and fulfill a buyer’s order without any incident. The Perfect Order Percentage (POP) score is calculated by considering the following factors:
- Negative feedback
- A-to-Z Guarantee Claims
- Late shipments
- Buyer-initiated messages
The POP score is calculated as follows: Take the number of perfect orders in the previous 90 days and divide that number by the total number of orders received during that time period. Amazon recognizes that different categories may be subject to lower POP scores based on the nature of the merchandise. For example, clothing and shoes may incur more product returns, since people return items that do not fit, and that will likely increase the return and refund rates as calculated for the POP score. That said, Amazon also recommends that sellers maintain POP scores of 95 percent or higher.
Common Perfect Order Problems
The Customer Metrics page allows sellers to download a Perfect Orders report for the 90 previous days. This report enables the seller to assess which factors are negative impacting the POP score and then figure out how to proceed. Among the common issues facing sellers are:
- Incorrect/Unclear Product Listing: Misleading or incorrect information in the product details may result in buyer complaints. Those complaints will be represented in the POP report as a matter of negative feedback; an A-to-Z Guarantee Claim; a Refund; or a buyer-initiated message, any of which will have impact on the statistic.
- Late Shipment: When an item does not arrive within the estimated time, buyers often contact sellers to check on their orders. Delay of receipt also increases dissatisfaction with the overall buying experience which may in turn result in buyer complaints. Those complaints will be represented in the POP report as a matter of a buyer-initiated message or Negative feedback.
- Poor Tracking Information: When buyers cannot track their package accurately – that is, when the correct information is missing – they are likely to register a complaint. Incorrect tracking or no tracking at all may increase the buyer complaints in the following areas of the POP report: buyer-initiated messages, negative feedback, and A-to-Z Guarantee Claims.
- Cancellations: When an order is canceled, whether because of out-of-stock inventory or pricing errors, buyers are likely to take that negative experience and turn it into a complaint. The POP report shows this kind of complaint as a matter of Cancellation and/or negative feedback.
Actions Not Considered Imperfections for the POP Report
Some buyer responses are not counted against the buyer in the POP Report evaluation. Specific cases include:
- When a buyer cancels an order via Amazon’s online Order-Cancellation option.
- When a buyer cancels an order that was pending (rather than final).
- Buyer-initiated messages that require no response (for example, a Thank You note).
- Buyer-initiated messages that are not related to an order.
Note: buyer-initiated messages and Refunds are included in the POP score to help the seller determine whether specific SKUs or ASINs are causing buyer contact or returns, for any reason. The seller can then investigate whether the product is problematic in some way. If no issues are recurring, then the seller may rest easy, as Amazon only provides these metrics to help the seller in business and is not used as a true performance measure.
The 95 Percent Measuring Stick
If a seller’s POP score falls below 95 percent, and specifically because of Order Defect Rates (if <1%), Pre-fulfillment Cancel Rates (if <2.5%), and Late Shipment Rates (<4%), Amazon may need to take action regarding the seller for not meeting stated performance goals.