How to maintain Amazon account health: key indicators and strategies

On the Amazon platform, account health is one of the core factors for a seller’s success. Amazon measures seller performance through a series of metrics to ensure an excellent buyer experience. Here are a few key metrics that impact the health of your Amazon account, along with strategies for how to effectively maintain them.

Key health indicators

1. **Customer Service Dissatisfaction Rate **
   This indicator needs to be kept below 25%. It reflects survey results of buyer satisfaction with seller responses. If the buyer chooses “No” after consultation, this ratio will be affected. While failure to meet standards will not result in direct penalties, sellers need to pay attention to this metric to improve customer satisfaction.

2. Contact Response Time
   Sellers must ensure that they respond to buyers’ on-site messages within 24 hours, and the proportion is required to be above 90%. Failure to respond in time may affect the health of your account. Therefore, sellers should ensure that there is a dedicated person responsible for handling customer inquiries, especially during holidays.

3. Policy Violations
   Sellers must abide by Amazon’s relevant policies and avoid infringement or counterfeiting. Once a complaint is made and established, you may be warned or punished, including product removal or account ban. In this regard, sellers should strengthen self-examination to avoid being negatively affected by Amazon.

4. On-Time Delivery
   Sellers need to ensure that packages are delivered within the promised delivery date and achieve an on-time delivery rate of more than 97%. Although failure to meet this standard will not directly affect the account status, it may cause buyers to frequently inquire about logistics.

5. Order Defect Rate (ODR)
   ODR is an important indicator of account health and must not exceed 1%. For Amazon Business users, the requirement is more stringent and cannot exceed 0.5%. Even if there is a problem with one order, the ODR will exceed Amazon’s requirements, and sellers need to focus on this indicator.

Strategies for reducing negative feedback

• Unique feedback (Feedback) is an important indicator that reflects the seller’s service quality. Customers can leave feedback within 90 days after receiving the goods. Sellers should actively communicate during this period to reduce the occurrence of negative reviews. For sellers using FBA, they can mainly focus on product packaging, while self-shipping sellers need to closely track logistics information and respond to potential problems in advance.

• During the peak shopping season at the end of this year, it is particularly important to ensure good communication with customers. When customers raise issues, sellers should actively provide solutions rather than push the envelope, so as not to affect the customer’s experience and subsequent evaluation.

Account health status

Amazon’s account health status can be divided into several types:

• Health status: The account is normal and can sell products and collect payments.
• Audit status: The account will be reviewed if it performs well, but if there are negative factors, it may be necessary to provide information and suspend sales.
• Sales Suspension: Selling privileges are removed, but an opportunity to appeal is provided.
• Completely stop sales: The account cannot be logged in, so be careful.

Ensuring account health is not only related to sellers’ daily income, but also affects their long-term development on the Amazon platform. By continuously optimizing customer service and following Amazon’s various indicators, sellers can maintain a good account status and ensure continued sales growth.