What is Account Health?
Account health indicates the daily health of Amazon sellers. In order to ensure the buyer experience, Amazon has developed a set of indicators to regulate the daily operations of seller accounts, requiring sellers to operate their stores and serve all buyers according to the set indicator requirements.
If the seller fails to meet the target or seriously exceeds it, the status of the account will be affected. Sellers must check the health of their Amazon accounts every day, because the health of their accounts directly affects their future business plans.
What factors affect 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.
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.
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.
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.
7. On-Time Delivery
A valid tracking number is required for every order that the seller confirms has been shipped.
8. Response Time (Reply to Customers 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.
9. Valid Tracking Rate
Once the seller confirms the shipment and uploads the tracking number, the Amazon system will identify the item based on the tracking number provided by the seller. The percentage of bad tracking numbers cannot exceed 95%.
10. Customer Feedback
After purchasing products from a seller's store, Amazon buyers have the right to rate the store. Buyer feedback directly affects store 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 need to pay attention to it. If it can be removed, contact the customer to remove it);
Negative rating: 1-2 stars. (It will be directly included in the ODR score, affecting the health of the account and the competitiveness of the listing. The seller needs to contact and handle the issue with the customer as soon as possible).
This is the end of the knowledge about Account Health in this issue. If you want to get more information about Account Health, please pay attention and we will continue to answer you~
