What is Account health? Account health Review, Features

Account health refers to the daily health of Amazon sellers. In order to ensure the buyer experience, Amazon has developed a set of indicators to regulate the daily operation of seller accounts, requiring sellers to operate their stores and serve all buyers according to the set indicator requirements. If the seller does not meet the indicators or seriously exceeds the indicators, the status of the account will be affected. Sellers must check the health of their Amazon accounts every day, because the health of the account directly affects the account's future business plan.

How to check the daily health of your account

1. Enter the backend of the Amazon seller account and click "Performance", as shown in the figure:

2. You will then see the following interface:

The "Summary" box provides a simple display of all the status of the current seller's account, allowing the seller to have a simple understanding of the account status.

3. Click "Account Health" as shown in the figure:

4. “Performance Checklist” summarizes all status of the current seller account.

Indicators of daily account health

1. Order Defect Rate (ODR)

An ODR exceeding 1% will directly affect the account’s Listing ranking and Buybox acquisition. In serious cases, it may lead to the removal of the account’s sales privileges.

2. Cancellation Rate

The order cancellation rate is a summary of the actions taken by sellers and buyers on the order.

The order cancellation rate cannot exceed 2.5%, which is calculated as: the current number of canceled orders divided by the total number of orders in the current period.

If the customer notifies the seller to cancel the order via email, the seller needs to select "Buyer Cancel" as the reason for the cancellation. When the seller confirms the order cancellation, the buyer will receive an order cancellation notification from Amazon. If the customer selects "Yes", the order will not be counted in the seller's order cancellation score; if the customer selects "No", the order will be counted in the seller's order cancellation score.

If the seller selects other reasons (except Buyer Cancel) when canceling the order, the buyer will receive an order cancellation email, and the customer has the right to confirm "Yes" or "No". If "No" appears, scoring will begin, so if the order is cancelled due to problems with the seller, it is necessary to communicate with the customer via email first to avoid scoring.

3. Late Shipment Rate

The delivery delay rate is a statistics of orders that are shipped by sellers beyond the set delivery time.

4. Return Dissatisfaction Rate

Return satisfaction refers to the score resulting from a customer's return request but the seller fails to handle it within 48 hours or the handling method makes the buyer dissatisfied.

Return satisfaction is mainly composed of three parts:

Negative Return Feedback Rate;

·Return requests are processed more than 48 hours later. (Late Response Rate);

The seller invalidly rejects the seller's return request. (Invalid Rejection Rate).

5. Customer Service Dissatisfaction Rate

The customer service dissatisfaction rate is the ratio of customers' satisfaction with the seller's solution to their customer problems.

When you respond to a buyer's question, Amazon will send an email to the customer to ask if the customer is satisfied with the seller's response. The buyer takes the action "Yes" or "No".

6. Policy Violations

When a seller violates Amazon's seller policy, Amazon will send a notice to the seller, asking the seller to make adjustments according to Amazon's requirements. If the seller makes adjustments during this period after Amazon issues a warning, it will not affect the health of the account; if the seller does not respond according to Amazon's requirements, the account will receive a serious warning or have its sales privileges suspended.

7. On-Time Delivery

Sellers are required to provide a valid tracking number for each order they confirm to ship. Amazon system tracks shipments based on the logistics tracking number provided by the seller. It also scores orders based on the number of orders shipped in the current cycle and the number of orders delivered on time. If the On-Time Delivery percentage is lower than 97%, Amazon will evaluate the seller's sales authority.

Sellers are advised to choose stable logistics channels. FBA orders are not included in On-Time Delivery scoring.

8. Contact Response Time (Contact Response Time Ratio)

The customer response time efficiency ratio refers to the time it takes for the seller to reply to the buyer within 24 hours after the buyer sends an email to the seller. Amazon requires sellers to provide timely and high-quality responses and provide good service. Replying after 24 hours will not result in the suspension of the seller's sales privileges. However, slow responses will cause customers to give sellers bad reviews, affecting the account's subsequent sales.

9. Valid Tracking Rate

When the seller confirms the shipment and uploads the tracking number, the Amazon system will identify the tracking number provided by the seller. The proportion of bad tracking numbers cannot exceed 95%.

10. Customer Feedback

Amazon buyers have the right to rate the store after purchasing products from the seller. Buyers' feedback directly affects the store's sales. Sellers are required to check customer feedback and respond to them one by one.

Positive reviews: 4-5 stars. (Can improve the competitiveness of the store or listing) ;

Medium rating: 3 stars. (Not included in the scoring, but sellers should pay attention to it and contact the customer to remove it if it can be removed )

Negative review: 1-2 stars. (Directly included in the ODR score, affecting the health of the account and the competitiveness of the listing, the seller needs to contact and deal with the customer as soon as possible) .