To view your account health, follow these instructions:
To view your account health, follow these instructions:
1. Go to Seller Central homepage.
2. Under Performance, click Account Health.
The Account Health page provides an overview of your seller account's adherence to the performance targets and policies required to sell on Amazon. To ensure we are delivering a great experience for our customers, Amazon might take action on these metrics if they do not comply with our targets.
We regularly review the performance of all sellers and notify them when they are off-target. The intent of this review is to give you the opportunity to improve your performance before the issue affects your ability to sell. Occasionally, seller accounts with very poor performance are immediately deactivated.
The Account Health page provides an overview of your seller account's adherence to the performance targets and policies required to sell on Amazon. To ensure we are delivering a great experience for our customers, Amazon might take action on these metrics if they do not comply with our targets.
We regularly review the performance of all sellers and notify them when they are off-target. The intent of this review is to give you the opportunity to improve your performance before the issue affects your ability to sell. Occasionally, seller accounts with very poor performance are immediately deactivated.
Appeal a deactivated seller account
If your seller account has been deactivated, you may be eligible for reinstatement. You can appeal by providing us with a plan of action for correcting the problems that contributed to the enforcement action. Learn how to Appeal the restriction or removal of selling privileges.
Performance metrics
The Account Health page provides you with visibility into your seller account's adherence to the targets for various product policies as well as the below performance metrics:
The Order Defect Rate (ODR) is a key measure of your ability to provide a good customer experience. It includes all orders with one or more defects represented as a percentage of total orders during a given 60-day time period. The following are the types of order defects:
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon. An ODR above 1% may result in account deactivation.
The Cancellation Rate (CR) is calculated as all seller-cancelled orders represented as a percentage of total orders over both a 7-day and a 30-day period. CR only applies to seller-fulfilled orders.
This metric includes all order cancellations initiated by the seller or when an order is cancelled automatically by Amazon because the seller has not shipped and ship-confirmed the order
CR does not include
Sellers are recommended to keep CR under 2% to enable good customer experience and maintain good seller performance metrics. To avoid impacting these metrics, we recommend that you ship out your orders by ESD. Consistent poor performance may result in poor customer experience and could lead to enforcement action including loss of selling privileges on Amazon.in.
The Late Dispatch Rate (LDR) is calculated as all orders ship confirmed after the expected ship date (ESD) as a percentage of total orders, over both a 10-day and a 30-day period. LDR only applies to seller-fulfilled orders.
It is important to confirm the shipment of orders by the expected ship date so that customers can see the status of their shipped orders online. Orders that are ship confirmed late may negatively impact customer experience and lead to increased claims, negative feedback or customer contacts or both.
For orders shipped through Amazon Easy Ship, ship confirmation happens automatically when Amazon picks up the orders.
Sellers are recommended to keep LDR under 2% to enable good customer experience and maintain good seller performance metrics. To avoid impacting these metrics, we recommend that you ship out your orders by ESD. Consistent poor performance may result in poor customer experience and could lead to enforcement action including loss of selling privileges on Amazon.in.
The Valid Tracking Rate (VTR) includes all shipments with a valid tracking number represented as a percentage of total shipments during a given 30-day time period. VTR only applies to seller-fulfilled orders.
Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. The Valid Tracking Rate is a performance metric that reflects those expectations.
Orders with tracking tend to receive fewer A-to-z Guarantee claims and better seller feedback ratings. A VTR below 95% may result in the removal of your ability to sell seller-fulfilled items.
On-Time Delivery Rate
The On-Time Delivery Rate (OTDR) includes all shipments delivered by their estimated delivery date represented as a percentage of total tracked shipments. OTDR only applies to seller-fulfilled orders.
We recommend that sellers maintain an OTDR greater than 97% in order to provide a good customer experience, however, there is no penalty for not meeting the performance target at this time.
The Return Dissatisfaction Rate (RDR) measures the customers' satisfaction with their return experience. The following actions can cause a negative return experience:
Your Return Dissatisfaction Rate is all negative return requests represented as a percentage of total return requests.
Our policy is that sellers maintain an RDR under 10%. At this time, there is no penalty for not meeting the performance target, though customers with unresolved problems are more likely to submit negative feedback and A-to-z Guarantee claims.
Address buyer feedback
Certain negative performance metrics are caused by a buyer’s feedback based on their experience. Sellers should try to determine the cause of the problem and work with the buyer using one of the following options:
Use the Feedback Manager
Use the Buyer-Seller Messaging Service templates
For more information, see Email templates for Buyer-Seller Messaging Service.
Note: You can only use the Buyer-Seller Messaging templates to contact a buyer in regards to an order or a customer service question.
Monitor your account health
From <https://sellercentral.amazon.in/gp/help/G200205250?language=en_IN&ref=ag_G200205250_cont_200136810>
- Order Defect Rate
- Cancellation Rate
- Late Dispatch Rate
- Valid Tracking Rate
- Return Dissatisfaction Rate
- Improving your performance
- Create a plan of action to reactivate selling account
- Go to Feedback under the Performance tab.
- In the Recent Feedback table, select Contact Customer under the Actions column next to the designated Order ID.
- Negative Return Feedback Rate: when a return request has negative buyer feedback.
- Late Response Rate: when no response is provided for a return within 48 hours.
- Invalid Rejection Rate: when a return is incorrectly denied.
- cancellations that are requested by the customer using the order-cancellation options in their Amazon account, when cancelled by sellers using the reason as ‘Buyer Cancelled’
- pending orders that are cancelled by the customer directly on Amazon
- within 24 hours of the Estimated Ship Date (ESD) for standard orders and
- within ESD for Easy Ship Guaranteed Delivery and Local Shops orders
- Negative feedback
- An A-to-z Guarantee claim that is not denied
- Credit card chargeback
- Go to Seller Central homepage.
- Under Performance, click Account Health.
