Account Health Dashboard intro series (1 of 3): Customer Service Performance
Your Account Health Dashboard (AHD) helps sellers like you monitor the status of your selling account, based on adherence to Amazon’s selling policies. It’s important to your success as a seller on Amazon to ensure your Account Health is in good standing.
The AHD is divided in three areas:
- Customer Service Performance
- Shipping Performance
- Policy Compliance
This post is the first of three articles, breaking down each of these areas. The intent is to provide an overview for beginners, or to help more experienced sellers brush up on their AHD facts.
Today we’re going to dive into Customer Service Performance. You can see this area on left side of your Account Health Dashboard.
Customer Service Performance is based on your Order Defect Rate, which is calculation of all orders with a defect as a percentage of total orders during a given 60-day time period. An order has a defect if it results in:
- Negative feedback
- An A-Z Guarantee claim (that’s not denied)
- A credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
Now let’s break down the three attributes that can lead to an order defect:
1. Negative Feedback
The Negative Feedback rate is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate.
What should you do if you receive negative feedback?
- If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using the Feedback Manager tool or via Buyer-Seller Messaging.
- If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager.
2. A-to-z Guarantee Claim Rate
Amazon uses the A-to-z Guarantee for claims, which protects buyers when they purchase items sold and fulfilled by you directly. The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our sellers directly. Some A-to-z claims affect your ODR, while others don’t.
Which claims affect my ODR?
- Claims that are granted to the buyer and for which, Amazon determines that you were at fault
- Claims for which you refunded the buyer after the claim was filed
- Claims for which you or Amazon canceled the order
- Claims that are pending a decision on appeal
Which claims don’t affect my ODR?
- Claims for which, Amazon determines that you were not at fault
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer
- Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.
What do I do if I receive a claim?
You have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health.
If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred.
3. Chargebacks
A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the product to unauthorized use of the credit card.
Who’s responsible for chargebacks?
It depends. You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product. Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
What do I do if I receive a chargeback claim?
You can respond to a chargeback claim in one of two ways:
1. Issue an immediate refund.
2. Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date.
Learn about about Customer Service Performance via the following help pages on Seller Central:
Account Health Dashboard intro series (1 of 3): Customer Service Performance
Your Account Health Dashboard (AHD) helps sellers like you monitor the status of your selling account, based on adherence to Amazon’s selling policies. It’s important to your success as a seller on Amazon to ensure your Account Health is in good standing.
The AHD is divided in three areas:
- Customer Service Performance
- Shipping Performance
- Policy Compliance
This post is the first of three articles, breaking down each of these areas. The intent is to provide an overview for beginners, or to help more experienced sellers brush up on their AHD facts.
Today we’re going to dive into Customer Service Performance. You can see this area on left side of your Account Health Dashboard.
Customer Service Performance is based on your Order Defect Rate, which is calculation of all orders with a defect as a percentage of total orders during a given 60-day time period. An order has a defect if it results in:
- Negative feedback
- An A-Z Guarantee claim (that’s not denied)
- A credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
Now let’s break down the three attributes that can lead to an order defect:
1. Negative Feedback
The Negative Feedback rate is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate.
What should you do if you receive negative feedback?
- If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using the Feedback Manager tool or via Buyer-Seller Messaging.
- If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager.
2. A-to-z Guarantee Claim Rate
Amazon uses the A-to-z Guarantee for claims, which protects buyers when they purchase items sold and fulfilled by you directly. The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our sellers directly. Some A-to-z claims affect your ODR, while others don’t.
Which claims affect my ODR?
- Claims that are granted to the buyer and for which, Amazon determines that you were at fault
- Claims for which you refunded the buyer after the claim was filed
- Claims for which you or Amazon canceled the order
- Claims that are pending a decision on appeal
Which claims don’t affect my ODR?
- Claims for which, Amazon determines that you were not at fault
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer
- Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.
What do I do if I receive a claim?
You have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health.
If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred.
3. Chargebacks
A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the product to unauthorized use of the credit card.
Who’s responsible for chargebacks?
It depends. You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product. Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
What do I do if I receive a chargeback claim?
You can respond to a chargeback claim in one of two ways:
1. Issue an immediate refund.
2. Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date.
Learn about about Customer Service Performance via the following help pages on Seller Central:
6 replies
Seller_OvL8C4BJWiuS9
Here's a question...why are the "defect" timelines so long? For example, a customer gives a negative review, why does it remain on the ODR for 60 days? That's seems like a very long time, especially if the seller has resolved the issue with the buyer (buyer does or does not update review). Another example, the LSR has a 10 day and a 30 day metric hit-why? 10 days is sufficient to punish a seller for the mistake (especially if it happened only once on a healthy account). These type of hits to a seller account can be catastrophic, especially if you are a small seller and can't compete with Amazon or the bigger sellers.
Seller_YLEGRd7K47CK5
Actually, the feedback is a wrong tool. amazon losses business from this tool.
Account Health Dashboard intro series (1 of 3): Customer Service Performance
Your Account Health Dashboard (AHD) helps sellers like you monitor the status of your selling account, based on adherence to Amazon’s selling policies. It’s important to your success as a seller on Amazon to ensure your Account Health is in good standing.
The AHD is divided in three areas:
- Customer Service Performance
- Shipping Performance
- Policy Compliance
This post is the first of three articles, breaking down each of these areas. The intent is to provide an overview for beginners, or to help more experienced sellers brush up on their AHD facts.
Today we’re going to dive into Customer Service Performance. You can see this area on left side of your Account Health Dashboard.
Customer Service Performance is based on your Order Defect Rate, which is calculation of all orders with a defect as a percentage of total orders during a given 60-day time period. An order has a defect if it results in:
- Negative feedback
- An A-Z Guarantee claim (that’s not denied)
- A credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
Now let’s break down the three attributes that can lead to an order defect:
1. Negative Feedback
The Negative Feedback rate is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate.
What should you do if you receive negative feedback?
- If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using the Feedback Manager tool or via Buyer-Seller Messaging.
- If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager.
2. A-to-z Guarantee Claim Rate
Amazon uses the A-to-z Guarantee for claims, which protects buyers when they purchase items sold and fulfilled by you directly. The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our sellers directly. Some A-to-z claims affect your ODR, while others don’t.
Which claims affect my ODR?
- Claims that are granted to the buyer and for which, Amazon determines that you were at fault
- Claims for which you refunded the buyer after the claim was filed
- Claims for which you or Amazon canceled the order
- Claims that are pending a decision on appeal
Which claims don’t affect my ODR?
- Claims for which, Amazon determines that you were not at fault
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer
- Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.
What do I do if I receive a claim?
You have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health.
If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred.
3. Chargebacks
A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the product to unauthorized use of the credit card.
Who’s responsible for chargebacks?
It depends. You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product. Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
What do I do if I receive a chargeback claim?
You can respond to a chargeback claim in one of two ways:
1. Issue an immediate refund.
2. Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date.
Learn about about Customer Service Performance via the following help pages on Seller Central:
Account Health Dashboard intro series (1 of 3): Customer Service Performance
Your Account Health Dashboard (AHD) helps sellers like you monitor the status of your selling account, based on adherence to Amazon’s selling policies. It’s important to your success as a seller on Amazon to ensure your Account Health is in good standing.
The AHD is divided in three areas:
- Customer Service Performance
- Shipping Performance
- Policy Compliance
This post is the first of three articles, breaking down each of these areas. The intent is to provide an overview for beginners, or to help more experienced sellers brush up on their AHD facts.
Today we’re going to dive into Customer Service Performance. You can see this area on left side of your Account Health Dashboard.
Customer Service Performance is based on your Order Defect Rate, which is calculation of all orders with a defect as a percentage of total orders during a given 60-day time period. An order has a defect if it results in:
- Negative feedback
- An A-Z Guarantee claim (that’s not denied)
- A credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
Now let’s break down the three attributes that can lead to an order defect:
1. Negative Feedback
The Negative Feedback rate is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate.
What should you do if you receive negative feedback?
- If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using the Feedback Manager tool or via Buyer-Seller Messaging.
- If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager.
2. A-to-z Guarantee Claim Rate
Amazon uses the A-to-z Guarantee for claims, which protects buyers when they purchase items sold and fulfilled by you directly. The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our sellers directly. Some A-to-z claims affect your ODR, while others don’t.
Which claims affect my ODR?
- Claims that are granted to the buyer and for which, Amazon determines that you were at fault
- Claims for which you refunded the buyer after the claim was filed
- Claims for which you or Amazon canceled the order
- Claims that are pending a decision on appeal
Which claims don’t affect my ODR?
- Claims for which, Amazon determines that you were not at fault
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer
- Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.
What do I do if I receive a claim?
You have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health.
If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred.
3. Chargebacks
A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the product to unauthorized use of the credit card.
Who’s responsible for chargebacks?
It depends. You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product. Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
What do I do if I receive a chargeback claim?
You can respond to a chargeback claim in one of two ways:
1. Issue an immediate refund.
2. Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date.
Learn about about Customer Service Performance via the following help pages on Seller Central:
Account Health Dashboard intro series (1 of 3): Customer Service Performance
Your Account Health Dashboard (AHD) helps sellers like you monitor the status of your selling account, based on adherence to Amazon’s selling policies. It’s important to your success as a seller on Amazon to ensure your Account Health is in good standing.
The AHD is divided in three areas:
- Customer Service Performance
- Shipping Performance
- Policy Compliance
This post is the first of three articles, breaking down each of these areas. The intent is to provide an overview for beginners, or to help more experienced sellers brush up on their AHD facts.
Today we’re going to dive into Customer Service Performance. You can see this area on left side of your Account Health Dashboard.
Customer Service Performance is based on your Order Defect Rate, which is calculation of all orders with a defect as a percentage of total orders during a given 60-day time period. An order has a defect if it results in:
- Negative feedback
- An A-Z Guarantee claim (that’s not denied)
- A credit card chargeback.
Our policy is that sellers maintain an ODR under 1% in order to sell on Amazon.
Now let’s break down the three attributes that can lead to an order defect:
1. Negative Feedback
The Negative Feedback rate is the number of orders that have received negative feedback divided by the number of orders in the relevant period. This metric is order-correlated, meaning we look at the date of the order (not the date on which the feedback was received) when computing the rate.
What should you do if you receive negative feedback?
- If you received negative feedback from a buyer, we recommend that you try to identify what caused the negative experience and work with the buyer using the Feedback Manager tool or via Buyer-Seller Messaging.
- If you believe a buyer submitted incorrect feedback, and if it meets the requirements for removal, you can request a removal using the following action in the Feedback Manager.
2. A-to-z Guarantee Claim Rate
Amazon uses the A-to-z Guarantee for claims, which protects buyers when they purchase items sold and fulfilled by you directly. The Amazon A-to-z Guarantee ensures that buyers have a consistent experience across Amazon, regardless of whether their order is fulfilled by Amazon or by our sellers directly. Some A-to-z claims affect your ODR, while others don’t.
Which claims affect my ODR?
- Claims that are granted to the buyer and for which, Amazon determines that you were at fault
- Claims for which you refunded the buyer after the claim was filed
- Claims for which you or Amazon canceled the order
- Claims that are pending a decision on appeal
Which claims don’t affect my ODR?
- Claims for which, Amazon determines that you were not at fault
- Claims that are denied to the buyer
- Claims that were withdrawn by the buyer
- Claims that fall under the A-to-z Claims Process for Property Damage and Personal Injury.
What do I do if I receive a claim?
You have 48 hours to respond to any issues raised by the buyer. Resolving issues directly with the buyer protects your account health.
If Amazon grants a claim in favor of a buyer, you have 30 days to appeal and request a further investigation. Based on the results of the appeals investigation, Amazon will make a final decision on whether to reverse the initial decision and reimburse you for the claim incurred.
3. Chargebacks
A chargeback, also known as a charge dispute, occurs when a cardholder contacts their bank to dispute the charge for an order placed on Amazon. A chargeback can be filed for a variety of reasons, ranging from non-receipt of the product to unauthorized use of the credit card.
Who’s responsible for chargebacks?
It depends. You are responsible for chargebacks filed against your account for service-related reasons, such as non-receipt of the product. Amazon is responsible for any payment-related fraud chargebacks, such as stolen credit cards or other payment fraud attempts.
What do I do if I receive a chargeback claim?
You can respond to a chargeback claim in one of two ways:
1. Issue an immediate refund.
2. Represent your case to the credit card company via Amazon. You can represent your case either on the Chargeback Claims page listed in the Performance menu in Seller Central, or by replying to the chargeback email you received from Amazon.
You must respond to any chargeback claim within seven calendar days of the email date.
Learn about about Customer Service Performance via the following help pages on Seller Central:
6 replies
6 replies
Seller_OvL8C4BJWiuS9
Here's a question...why are the "defect" timelines so long? For example, a customer gives a negative review, why does it remain on the ODR for 60 days? That's seems like a very long time, especially if the seller has resolved the issue with the buyer (buyer does or does not update review). Another example, the LSR has a 10 day and a 30 day metric hit-why? 10 days is sufficient to punish a seller for the mistake (especially if it happened only once on a healthy account). These type of hits to a seller account can be catastrophic, especially if you are a small seller and can't compete with Amazon or the bigger sellers.
Seller_YLEGRd7K47CK5
Actually, the feedback is a wrong tool. amazon losses business from this tool.
Seller_OvL8C4BJWiuS9
Here's a question...why are the "defect" timelines so long? For example, a customer gives a negative review, why does it remain on the ODR for 60 days? That's seems like a very long time, especially if the seller has resolved the issue with the buyer (buyer does or does not update review). Another example, the LSR has a 10 day and a 30 day metric hit-why? 10 days is sufficient to punish a seller for the mistake (especially if it happened only once on a healthy account). These type of hits to a seller account can be catastrophic, especially if you are a small seller and can't compete with Amazon or the bigger sellers.
Seller_OvL8C4BJWiuS9
Here's a question...why are the "defect" timelines so long? For example, a customer gives a negative review, why does it remain on the ODR for 60 days? That's seems like a very long time, especially if the seller has resolved the issue with the buyer (buyer does or does not update review). Another example, the LSR has a 10 day and a 30 day metric hit-why? 10 days is sufficient to punish a seller for the mistake (especially if it happened only once on a healthy account). These type of hits to a seller account can be catastrophic, especially if you are a small seller and can't compete with Amazon or the bigger sellers.
Seller_YLEGRd7K47CK5
Actually, the feedback is a wrong tool. amazon losses business from this tool.
Seller_YLEGRd7K47CK5
Actually, the feedback is a wrong tool. amazon losses business from this tool.
