Last Updated 10/21/21
Amazon's priority is to give our customers the best service possible, and we're always striving to raise the bar. For that reason, we work with the best Sellers and Service Providers in the market that meet the performance targets. In case you fail to meet these targets, it might negatively affect your account and/or the number of jobs assigned to you, and it can even result in the suspension of your selling privileges. Although these targets are the foundation for good service, we encourage our Sellers and Service Providers to excel in their performance as an opportunity to earn more jobs on Amazon.
Customer Feedback Rating (Target: 4.7 stars or more)
The average customer star rating received on your completed orders. This metric is calculated based only on orders that do have a rating, if the customer has not rated the order, it is excluded from consideration. You can review your latest customer feedback at any time in the Feedback Manager under the “Performance” menu in Seller Central.Happiness Guarantee Claim Rate (Target: 1% or less)
The percentage of your completed or cancelled orders that suffer from a Happiness Guarantee claim filed by the customer. You can find your Happiness Guarantee Claims under Your Case Log in Seller Central.Negative Feedback Rate (Target: 1% or less)
The percentage of your completed orders receiving a 1 or 2 star rating from the customer. This metric is calculated based only on orders that do have a rating, if the customer has not rated the order, it is excluded from consideration. You can review your latest customer feedback at any time in the Feedback Manager under the “Performance” menu in Seller Central.Cancellation Rate (Target: 1% or less)
The number of orders cancelled by you, the customer, or Amazon, for reasons attributed to you--regardless of who initiated the cancellation. Take into consideration that cancellation circumstances out of your control or responsibility are excluded from this metric.Reschedule Rate (Target: 1% or less)
The percentage of orders rescheduled by you, the customer, or Amazon, for reasons attributed to you—regardless of who initiated the reschedule request. Remember that reschedule circumstances out of your control or responsibility are excluded from this metric.Outside Arrival Window (Target: 10% or less)
The percentage of completed or cancelled orders that are marked as “Job Started” outside the arrival window (either early or late). The arrival window is available on order details.Late Completion Rate (Target: 1% or less)
The percentage of your orders that are marked as “Completed” any time past midnight of the appointment date.
Performance status allows you to understand if you're meeting Amazon's performance expectations. Your Performance Status will be in one of the following:
Account status determines your ability to sell services on Amazon. Your Selling Account status can be one of the following:
The answer for each provider is different and will depend on your industry and business. We trust your expertise to drive the best customer experience, however here are some best practices recommended to keep the bar high. These suggestions are based on the favorable response of customers.
We hope you will be able to utilize both recent and historical information to ensure compliance with the Selling Services Terms. Meeting the requirements across all metrics will increase positive customer experiences, which will be reflected in better feedback and happier customers. Both tend to drive increased sales for your company.
We evaluate your performance against these Service Level requirements and give you visibility to these metrics. If your selling privileges have been suspended or blocked due to failure to meet service level requirements, you can appeal the decision by submitting a reply to the suspension message in Your Case Log, including an improvement action plan. Your suspension notification may also indicate a reinstatement date, and your account will be reinstated after that date without any action on your part. If your suspension notification has no reinstatement date or indicates a permanent suspension, you are required to submit an improvement plan in order to be considered for reinstatement at Amazon's discretion. Learn more about Appeals for Suspended or Blocked Accounts.
Amazon may modify Service Level Requirements over time. Any changes will be announced on Seller Central.