Account Health Management Services

The Amazon Account Health page provides the sellers an overview of their account’s overall performance. It makes the seller aware of the targets achieved by them and policy fulfillment which is required to sell on Amazon.

Amazon reviews the performance of all the sellers regularly and sends them notifications if they miss their targets frequently.  Notifications give a chance to the sellers to improve their performance before Amazon takes any crucial step. Many times Amazon immediately deactivates the account of sellers who have poor performance.

In case your account gets deactivated, you may try for reinstatement. You can submit an appeal to amend the problems that lead to the deactivation. Let us see how to submit an application/appeal to get the seller privileges back from Amazon –

There are three different matrices on which Amazon measures the health of your account that are defined below:

• The Order Defect Rate:

The Order Defect Rate (ODR) is defined as those orders which have one or more defects out of all orders represented as a percentage throughout 60 days.  As per Amazon’s policy, sellers who maintain an ODR of less than 1% are eligible to sell on Amazon. If the ODR rises above 1%, the respective account gets deactivated.  The ODR of less than 1% results in a good customer experience.

Negative feedback – Negative feedback add up in the ODR. Amazon does not remove feedback which is unwarranted or unresolved.  The feedback are removed only in the following cases –

1. If it includes indecent language.
2. If it is entirely a product review.
3. It targets the identity of the seller personally.

If you wish to raise a request to remove the negative feedback, you need to log in to your Amazon seller account central. Removal of negative feedbacks is quite important for the overall health of your seller account. Get in touch with us to know more!

• A-to-z Guarantee claims – It is protection that Amazon provides to its customers whenever they make any purchase from its sellers. If customers are not satisfied with the product delivered or with the delivery time (delayed) then they can contact Amazon customer support. They can even file a claim against the seller as per the Amazon guidelines.

Once the amazon team receives a claim, it investigates the case and asks for complete details from the seller. The seller needs to answer within 3 working days and if they fail to do so, the claim will be granted in the favor of the customer. The respective claim amount will be debited from the sellers’ account.

A-to-z Guarantee claim rate – It is the number of orders that received an A-to-z Guarantee claim divided by the total number of orders in the relevant period, represented in a percentage format.

Following is a list of claims that can affect your ODR –

1. Granted claims no matter who funds the claim.
2. Claims for which order refund has been granted after the claim was filed.
3. Claims for which seller or Amazon canceled the order.
4. Under review claims.

And, following is the list of claims that do not affect your ODR –

1. Claims whose status is closed.
2. Claims that are withdrawn by customers.
3. Claims that give reason “Item not received” which the seller shipped with Amazon Buy Shipping Services.

The sellers who work dedicatedly to resolve the order problems of their customers can minimize A-to-z Guarantee claims.

• Credit Card Chargeback – It is quite similar to an A-to-z Guarantee claim, the only difference is in this case instead of Amazon the credit card issuer owns the authority to process the claim and to make the decision.

Possible reasons that may lead to credit card chargeback:

1. If the buyer claims they haven’t received the item.
2. If the buyer claims that he has returned the item but hasn’t received a refund.
3. If the customer received a damaged/defective product.

 Credit Card Chargeback Rate – It is the total number of orders that received a credit card chargeback divided by the number of orders in the relevant period, represented as a percentage.

Every seller should focus on successfully managing its account and if you need any guidance or help in managing your Amazon Seller account, contact us.