Amazon account health is a common topic. As a platform that pays great attention to buyer experience, Amazon uses many indicators to guide sellers to always pay attention to this. Therefore, all indicators related to account health in the background actually reflect all aspects of customer experience. It is not difficult to draw the conclusion from here that as long as we can do a good job in all aspects of user service, our account health will surely reach a relatively high level.
So, how do we judge whether the account is healthy or not? For Amazon, every account must be in one of the following health states.
?Healthy. This state is a normal healthy state. You can sell products on Amazon normally, and you can also receive payment normally after completing the sale.
?Audit status. The first reason why this state occurs is because your account performs well, especially for new accounts. When the sales volume in the early period exceeds Amazon’s monitoring value, Amazon will review your account in a timely manner. This review is usually completed automatically within a short period of time, and as long as there are no problems with your account, you do not need to provide any information. During this review, your account can be sold normally but cannot receive disbursements. The second reason is negative, such as infringement complaints, high proportion of negative reviews, and more customer complaints. This review usually requires the seller to cooperate in providing various information, and your sales will be suspended and lending will also stop.
?Sales suspended. In this state, your sales permission has been removed, but the opportunity for appeal is still open. You can appeal based on Amazon’s request, and Amazon will decide whether your selling permissions should be removed or reinstated. At this time, of course, there will be no sales or lending.
? Completely stop selling. Once this situation occurs, your account will be completely unable to log in. No matter how you retrieve the password, your account will prompt that the password is incorrect. If you encounter this situation, it means that you really have to say goodbye to your account. Therefore, as long as our account can be logged in, it can theoretically be saved.
1. ODR is the “lifeblood” of the account
Among all account health factors, ODR is the top priority. Other requirements are still somewhat negotiable. The ODR requirements are very strict and must not exceed a 1% probability. In other words, not one out of 100 orders should have ODR correlation problems. If there is a problem with one order, it will exceed Amazon’s requirements. Moreover, if you do Amazon Business, the ODR requirement is 0.5%. Therefore, ODR is a key value that we must understand, which will be explained in detail next.
Feedback, never let customers leave negative reviews casually
Feedback refers to feedback, usually feedback given by customers on the seller’s service process, logistics, package, etc. Fraction. This does not refer to the product experience rating. If the customer’s entire feedback is about the product experience, they can apply for deletion.
Feedback is a more important item in the account ODR value. Because Amazon will guide customers’ Feedback, the probability of negative reviews is higher than the other two items. Negative feedback generally refers to one-star or two-star negative feedback. Customers can submit it within 90 days after receiving the goods. Sellers can communicate with Amazon or the customer to remove the negative feedback within 6 days of the customer’s submission.
So, how do we reduce the occurrence of negative reviews? Customer feedback on service mostly comes from logistics, packaging and services. After doing FBA, you don’t have to worry about any of this. You just need to package your products well.
If you are a self-shipping seller, please be sure to ask your customer service to track the customer’s logistics information. Especially during the peak season at the end of the year, if there is a tendency for problems to arise, they must be solved in a timely manner and try to avoid letting customers discover the problems. This can greatly reduce the probability of negative reviews. If problems arise, be sure to actively communicate with customers and do not push the blame. .
Be sure to communicate with customers with a problem-solving attitude, and don’t just blame others, which can easily leave a bad impression on customers.