introduce

Seller indicators are divided into two different algorithms: self-delivery and Amazon delivery. The performance indicators of the two do not affect each other. If the performance indicator of self-delivery is too poor, the self-delivery permission may be affected, but this will not affect FBA delivery.

Performance Level

Green: High quality

Yellow: There is a certain amount of existence, sellers need to pay attention

Red: Poor, the account is at high risk

Performance target requirements

Order defect rate: < 1%

Cancellation rate: < 2.5%

Product late delivery rate: < 4%

Effective Tracking Rate - All Categories: > 95%

Failure to meet these requirements may result in the removal of your selling privileges.

Specific indicator description

1. Order Defect Rate

This metric refers to the percentage of orders that received negative feedback, an A-to-z Guarantee claim, or a service credit card chargeback out of the total number of orders. The policy states that sellers should maintain an ODR below 1% in order to sell products on Amazon. An ODR above 1% may result in account deactivation.

A. Negative feedback, i.e. feedback, background update time is 30 days, 90 days, 365 days

B. Amazon Marketplace Transaction Guarantee claims are affected as soon as they are received

When the buyer's situation meets the following three conditions at the same time, the application can be submitted:

1. The seller has been contacted via the "Contact Seller" button in "My Account".

2. The seller has not responded for more than two working days.

3. Your request meets one of the following "Amazon Marketplace Transaction Guarantee Claim Conditions".

Amazon-to-z Guarantee claim conditions

1. If you have not received the purchased goods, please submit a claim application within 3 days after the estimated latest delivery date and within 60 days after your successful payment.

2. If the received product is significantly different from the seller's description, and the seller has been contacted within the return and exchange period but the issue has not been resolved.

3. The seller fails to process the return application according to Amazon's product return and exchange policy, or the buyer returns the product in accordance with the agreement between the buyer and the seller, but the seller fails to process the refund in accordance with the agreement after receiving the product.

4. Disputes regarding invoices, including failure to receive invoices, discrepancies in invoice headings or amounts, etc.

C. Service credit card chargeback

Definition : When a buyer disputes a purchase that was charged to their bank credit card, Amazon calls it a chargeback. These chargebacks can be broadly categorized as fraud or service.
A fraudulent chargeback means that the buyer claims they did not purchase an item. This is often associated with a fraudulent buyer using a stolen credit card. Amazon fully protects you from fraudulent chargebacks.
A service chargeback occurs when a buyer confirms that he purchased the item but indicates to the credit card issuer that he experienced a problem.

Reasons include:

1. The buyer claims that he did not receive the goods.

2. The product has been returned but no refund has been issued.

3. The buyer received damaged or defective goods.

4. Service chargebacks are similar to Amazon Marketplace Transaction Guarantee claims, except that the processing and decision-making is done by the credit card issuer rather than Amazon.

Credit card decline rate:

The Service Chargeback Rate is the number of orders that received a service chargeback during the relevant time period divided by the total number of orders during that time period. This metric is order-dependent and expressed as a percentage. It is one of the three components of the Order Defect Rate metric.

2. Pre-delivery cancellation rate

a. This metric is calculated by dividing the number of seller-fulfilled orders that were cancelled by the seller before the order was confirmed to be shipped by the total number of seller-fulfilled orders during the relevant time period. When calculating this metric, we consider all orders that were cancelled by the seller for any reason.

Update time: 7 days, 30 days

b. Cancellation rate = number of canceled orders / total number of orders

c. The policy stipulates that sellers should maintain a CR below 2.5% in order to sell products on Amazon. A CR above 2.5% may result in account deactivation.

3. Late delivery rate

This metric is calculated by dividing the number of seller-fulfilled orders that were not confirmed shipped by the estimated ship date by the total number of seller-fulfilled orders during the relevant time period. Delays in confirming shipment of orders may result in increased buyer contacts and negatively impact the buyer experience.

Update time: 7 days, 30 days

4. Effective tracking rate

To calculate your valid tracking rate, we first count the number of packages shipped with a valid tracking number and divide that by the total number of packages shipped and confirmed. A tracking number is considered valid only if it has at least one carrier scan. We require 95% of the packages you ship yourself to have valid tracking numbers.

Update time: 7 days, 30 days

North American sellers should maintain a VTR greater than 95% for US shipments. If the VTR in a product category is less than 95%, we may restrict your ability to sell non-FBA products in that category. This may also affect your eligibility for Premium Shipping and Guaranteed Shipping.

5. On-time delivery rate

On-time delivery rate shows the percentage of packages shipped by sellers that buyers received before the estimated delivery time. This number is calculated based on confirmed tracking information. Since we use shipment tracking to calculate on-time delivery rate, we also show the valid tracking rate for all packages.

Update time: 7 days, 30 days

Sellers are advised to maintain OTDR performance greater than 97% to provide a good buyer experience, but we do not currently impose penalties on sellers for not meeting this performance goal.

6. Return Dissatisfaction Rate (RDR)

Return Dissatisfaction Rate measures how satisfied buyers are with how their returns are handled. It is the percentage of valid return requests that were not responded to within 48 hours, were incorrectly rejected, or received negative feedback from buyers.

Update time: 7 days, 30 days, 60 days

The policy states that sellers should maintain an RDR below 10%. Currently, Amazon does not impose penalties on sellers who fail to meet this performance target, but buyers whose issues are not resolved are more likely to submit negative feedback and file A-to-z Guarantee claims.

7. Customer Service Dissatisfaction Rate (CSDR)

This metric measures customer satisfaction with the responses you provide to buyer messages. When you respond to a buyer through the Buyer-Seller Messaging Service, we provide a survey for buyers immediately below your response: "Did this solve your problem?" Buyers can choose "Yes" or "No", and the Customer Service Dissatisfaction Rate is the percentage value obtained by dividing the number of votes with a "No" response by the total number of responses.

Update time: 7 days, 30 days, 60 days

as a result of

In most cases, Amazon will give sellers 60 days to improve after issuing the first warning to poorly performing sellers. However, there are rare cases where Amazon will immediately suspend or close the accounts of sellers with very poor performance.

develop

Starting October 1, 2018, we will replace this page with a more useful and detailed metric to better help you monitor your account health. We have removed the Customer Service Dissatisfaction Rate, Contact Response Time, and Refund Rate metrics to better align our Seller Performance Policy with the detailed metrics on the Account Health page.

References

• 1. Amazon account indicator monitoring: Official website [reference date 2019-11-21T16:00:00.000Z]