Good Morning Sellers!

The Account Health Page (AHP) is your central dashboard for monitoring customer satisfaction metrics, shipping performance, listing compliance, and overall account status. Check your AHP regularly to track performance metrics, quickly address any listing issues, and maintain good account standing.

For a detailed breakdown of your AHP, refer to the highlighted sections in the image below.

A - Orange: Policy Compliance

The policy compliance section will be for any listing violations that occur on the account. If you were to observe a listing being removed, I would advise on reviewing this section to see if there is an associated policy violation.

In addition to listing concerns, this section may also include violations that have impacted more than just one listing. For example, an attempt to manipulate customer reviews would appear as a warning under the ‘Policy Violation Warnings’.

Note: The recommendation for verifying what steps are required to resolve a violation would be to check your performance notifications. This tab is located in the ‘Performance’ tab of Seller Central.

B - Red: Customer Service Performance

The customer service performance will include all the details relating to the Order Defect Rate. As a reminder of this metric, it will look at three different components: Negative feedback, A-to-z Guarantee claims, and Chargeback claims. The target for this metric will be under 1% and will look at a time window of 60 days, with a 14-day delay. This metric will assist you in measuring whether or not a positive customer experience is being provided.

C - Purple: Shipping Performance

The shipping performance will provide insight into all the metrics relating to the ongoing shipping of your products. It will consist of: Late Shipment Rate, Pre-fulfillment Cancel Rate, Valid Tracking Rate, and On-Time Delivery Rate. These four metrics will only apply to seller-fulfilled orders, so any FBA shipping will not appear or influence the standing of the metric.

Each metric will include its own target and time window associated which can be found below:

Late Shipment Rate (LSR) – Target: Under 4% - Time Window: Measured over both 10-days and 30-days with no delays

Pre-fulfillment Cancel Rate (CR) – Target: Under 2.5% - Time Window: 7-days with a one-day delay

Valid Tracking Rate (VTR) – Target: 30 days – Time Window: 30-days with a 10-day delay

On-Time Delivery Rate (OTDR) – Target: Over 90% - Time Window: 14-day delay with a 7-day delay

I encourage you to closely monitor your metrics as this will assist in how you measure the performance of your current shipping processes. If you were to encounter any impacts to your account due to your shipping metrics, it will require reviewing your current shipping set up to identify opportunities that can improve how your orders are being moved.

D - Green: Manage your Compliance (MYC)

When your products require specific certifications or testing, our team may make an official request for documentation to be provided. These requests will appear under the MYC section located at the bottom right of the page. Once you have submitted the requested details, a case will be generated for you to monitor.

The associated information for the generated case can be found under the ‘Manage support cases’ for your reference. If you were to encounter any issues, this is the case ID you would want to provide for our teams to work with.

I hope the information above provides additional insight into navigating the account health page and understanding into what information is being shared with you. If you were to encounter any issues or have any questions, I would encourage you to create your own discussion in the Account Health category so that our team may aid in your specific situation.

Have a wonderful week!

Atlas