Seller Union

What is Amazon Account Health and how it can be maintained?

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by

Kika Angelic
in ,

The Account Health page in Amazon Seller Central account gives you an overview of your Seller Account standing, providing view on your performance targets and policies required to sell on the platform. Amazon can take various actions on these metrics if they don’t comply with their targets. Some of Amazon actions in reaction to your poor Account Health metrics might be listing block, request to provide Plan of Action regarding one or more metrics not meeting Amazon standards or even Suspend your Amazon Seller Account.

There are 4 main categories of Amazon Account Health:

  1. Customer Service Performance
  2. Policy Compliance
  3. Delivery Performance
  4. and Product Compliance Requests

1. Customer Service Performance:

  • Order Defect Rage target is under 1%
    • Negative feedback – target is under 1% (1 or 2-star rating)
    • A-Z Guarantee claims – target is under 1% (if customer is not fully satisfied, they contact seller and if you don’t reply in 48 hours or are unable to agree on a resolution – customer is then allowed to file a Claim under the A-to-z Guarantee)
    • Chargeback claims – target is under 1% (appears in Account Health when a buyer contacts their credit card company to request a chargeback and you accept it or your dispute is not going to be successful)
  • Invoice Defect Rate target is under 5%

2. Policy Compliance:

  • Suspected Intellectual Property Violations – this violation might occur when you use someone else’s brand name or their product pictures in the listing for your product or even when you reselling their genuine product but Amazon’s bot triggers authenticity check for the listing you are selling on. When you receive Suspected Intellectual Property Violation, Amazon automatically deactivates your listing (you can remove this violation by optimizing your listing).
  • Received Intellectual Property Violations – Claims of IP infringement are one of the most serious violations which might cause Seller Account suspension if not handled quickly and correctly even if a seller is an infringing IP without knowledge. If you receive this violation claim and don’t have experience dealing with it, you should consult Amazon Seller Performance expert for help to ensure that you have the right procedures in place to prevent suspension.
  • Product Authenticity Customer Complaints – These complaints occurs when a customer claims that a product is either a copy or duplicate of the genuine. You will need to have invoice proving authenticity to appeal these complaints successfully.
  • Product Condition Customer Complaints – By staying on top of your listings, products and it’s packaging quality, checking your metrics, and monitoring each ASIN Performance you can lower chances of receiving this type of complaint. These condition complaints might occur when customer complaint to Amazon about:
    • Product physical imperfections
    • Product was received dirty, soiled, or contain hair, stains, odors, or other substances
    • Product packaging was previously opened, missing or broken seal or protective covering
    • Product had missing parts
    • Product doesn’t work at all or doesn’t work as expected
    • Wrong product, size, color, or style received
    • Product packaging or instruction has different language, country version, model, or edition
    • And more…
  • Food and Product Safety Issues – Amazon is taking Food Safety Investigation very seriously. They do not allow 3rd party Amazon Sellers to list products with safety issues. All Sellers “are responsible for ensuring that their products are safe and in compliance with all applicable laws, regulations, and standards/practices”. The Amazon Food Safety team will send you a notification with a description of the issue if your product listing gets suppressed due to a food safety investigation. Then this listing is going to appear in Seller Central’s Fix Stranded Inventory page displaying reason code FOOD_SAFETY. To get this Food and Product Safety Issue fixed and disappear from your Account Health you will need to provide correct information and documents within 7 days from time you received this safety issue notification. Cooperation from the manufacturer or importer might be required to obtain these documents.
  • Listing Policy Violations – There is a lot of different types of Amazon listing policy violations. To go through them all requires thorough studying of Amazon listing policies and guidelines or selling experience. I wouldn’t want to spend a lot of your time writing about all of them, so here are 3 the most common ones:
    • Used Sold as New Product Suspension
    • Incomplete Product Suspension
    • Not as Advertised/Wrong Item/Materially Different Product Suspension
  • Restricted Product Policy Violations – Before selling the product, ensure that it is not restricted by Amazon and not restricted to the specific area to be delivered. Amazon Restricted Products Policy you can read here.
  • Customer Product Reviews Policy Violations – this violation may occur when you get fake reviews and Amazon comes to know about that.
  • Other Policy Violations – in this section we might see violations like “Violation of Amazon Marketplace Fair Pricing Policy”.

3. Delivery Performance:

  • Late Dispatch Rate – Target is under 4% – occurs when your product was shipped late to the customer (only related to Fulfilled by Merchant orders)
  • Pre-Fulfilment Cancellation Rate – Target is under 2.5% – occurs when a seller cancels an order for any reason without customer requesting cancellation
  • Valid Tracking Rate – Target is over 95% – Amazon is validating tracking details (including carrier name and tracking ID) for all seller-fulfilled orders, and show warnings for invalid tracking details. More about this metric you can read here.
  • On-Time Delivery Rate – Target is over 97% – this is metric representing shipped orders delivered by their estimated delivery date as a percentage of total tracked shipped orders. At this time there is no penalty for not meeting this metric.

4. Product Compliance Requests

  • Documentation Requests – This new section in Amazon Seller Central Account Health page is here from the end of 2020 when Amazon started asking for documentation proving conformity of the Toy & Games which are marked with CE marking. More about this documentation requests you can read here.

Regarding Amazon Seller Performance, you can always participate in our Amazon Seller Performance – Friendly Advice – Worldwide group, where you will be very welcome.

➡️ If you are an Amazon Seller who needs help with any Amazon-related issues such as suspensions, listing blocks or is looking for professional assistance, please don’t hesitate to subscribe to my new OnlyFans page at: www.onlyfans.com/kikaangelic

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