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Monitor your account health

 

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:

Order Defect Rate

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.

Cancellation Rate

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.

Late Dispatch Rate

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.

Valid Tracking Rate

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.

Return Dissatisfaction Rate

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.

 

Asking for more details

– Hey [name], thank you for reaching out to us. Of course, I can help you with [issue], but I need to ask you for your [info needed] in order to authenticate you.

– Hello [name], I can certainly help you with that. However, I will need some details from you first. What is your [info needed]?

– Sure! I will take care of it now, but could you please send me your [info needed] so I can proceed with fixing the issue on your account directly?

From <https://www.tidio.com/blog/canned-responses/> 

Dear [name],

Thank you for reaching out!

Of course, I will help you with [issue], but I need to ask you for your [info needed], so [department] will contact you later this week with the most effective solution.

Thank you in advance for your fast reply,

[name]

From <https://www.tidio.com/blog/canned-responses/> 

Hello [name],

Thank you for your patience and understanding. To proceed with the [issue] as you wanted, I will need your [info needed].

Could you please send it to me by [time], so I can start?

Thank you in advance,

[name]

From <https://www.tidio.com/blog/canned-responses/> 

Good evening [name],

Thank you for reaching out to us and signaling the problem with [issue]. I will take care of that as soon as I can, but before that, I need to ask you for your [info needed] so I can log in to the system from your account.

I appreciate your patience and understanding,

[name]

From <https://www.tidio.com/blog/canned-responses/> 

understand the issue

 

– Let me see if I have this correct. You would like to [action]?

– Please let me know if I understood you correctly. Your order [order number] is [order status] and you would like to [action]?

– [name], I just want to make sure: you would like to [action] instead of [present state]?

– Please tell me if I get it right: your order [order number] should be rerouted to [address #1] instead of [address#1]

– So you would like me to [action], in order to [reason], am I correct?

– Could you please clarify whether you want me to [action] with [item]? Thank you!

From <https://www.tidio.com/blog/canned-responses/> 

Admitting a mistake

 – [name], I just realized I gave you the wrong price for the item we talked about earlier. My apologies. The correct price is [price].

– [name], I have to admit that there was a miscommunication at the [department name] and we sent your invoice to your old email address. We will add [days number] to your subscription period for the next month to make up for this unfortunate situation.

– Sorry for the trouble. We will [action], so this issue is fixed as soon as possible.

From <https://www.tidio.com/blog/canned-responses/> 

Dear [name],

I’m writing to inform you that we didn’t manage to solve [issue], which we are truly sorry for.

Would [action] be an acceptable solution for you until we come back to the office on [date]?

Please, let us know.

Best regards

From <https://www.tidio.com/blog/canned-responses/> 

Hello [name],

I’ve heard that our consultant gave you partial information about [process]. We are truly sorry for this inconvenience, and to make it up to you, we decided to give you [item] for free. You can claim it here [link].

Should you have any more questions, please feel free to reach out.

Best regards, [name]

From <https://www.tidio.com/blog/canned-responses/> 

Good evening [name],

thank you for reaching out to us! I personally checked the info in [department] and it turned out that your order was switched for another one. We are truly sorry! I immediately rushed the [department] to prioritize your case and send it to you ASAP, so it’s on the way.

You should receive it by [time].

Thank you for your understanding,

[name]

From <https://www.tidio.com/blog/canned-responses/> 

Transfer Ticket / Case

 

– [name], I am going to connect you with my colleague who is more familiar with the [issue].

– I will transfer you to [department] because they will fix the issue right away. They will see our conversation, so you won’t have to explain everything all over again.

– I will ask [operator’s name] to join this conversation. [operator’s name] works in [department] and is the best person to solve your issue with [issue].

– [name], let me connect you to [department/name], so they can have a better look at it.

– I know how to fix this! I will need the help of [name] though, who is an expert in the field. Please, stay connected, I will add them to this convo.

– The best solution to this is to engage [department], so we can have [issue] up and running in no time. Let me transfer you right away.

From <https://www.tidio.com/blog/canned-responses/> 

Closing your request/ticket/case

 Hi [name],

I’m reaching out about your request regarding [case topic]. It’s been [number of days] days since we’ve heard from you, so I wanted to reach out and let you know we are going to mark your case as resolved.

Please feel welcome to answer this email to reopen the case or write a new one if you need any further assistance.

Thank you for working with us!

[your name]

From <https://www.tidio.com/blog/canned-responses/> 

Dear [name],

I would like to inform you that your case has been resolved, and I’m closing your ticket. Please feel free to reach out in case you need more help.

Many thanks,

[name]

From <https://www.tidio.com/blog/canned-responses/> 

Hello [name],

Your issue with [case topic] has been successfully solved, so you can restart [action].

Thank you for your patience!

Best regards,

[name]

Dear [name],

Your issue with [topic] is now resolved, so you should see the changes in your account immediately.

Thank you for your understanding and patience.

Best regards,

[name]

Hello [name],

I’m very happy to inform you that your case is resolved, and you’ve been granted […] that you requested. Should you have any more questions, don’t hesitate to reach out to us again.

Best regards,

[name] 

Good evening [name],

We haven’t heard from you since [time], and I’ve seen that you are using [feature], because [issue] was resolved. We are very happy to see that!

I’m marking your ticket as resolved, but feel free to reach out to us if you have any questions.

Best regards,

[name]

From <https://www.tidio.com/blog/canned-responses/>