If you check out the Performance Metrics page in Amazon Seller Central (which you should be doing on the regular), you may have noticed that Amazon is making changes to it on October 1st. The notice at the top of the page reads:
On October 1, 2018, we will replace this page with a more useful, detailed experience to better help you monitor your account health. We're also removing the Customer Service Dissatisfaction Rate, Contact Response Time, and Refund Rate metrics to better align our seller performance policies with the metrics detailed on the Account Health page.
So this is a good time to review your Performance Targets to make sure that you're well within the acceptable ranges. You don't want to fall out of Amazon's good graces right before the holidays...or ever, really. Below are the key metrics to monitor:
- Order defect rate: < 1%
- Negative feedback
- A-to-Z Guarantee claims
- Chargeback claims
- Pre-fulfillment cancel rate: < 2.5%
- Late shipment rate: < 4%
- Valid tracking rate - all categories: > 95%
If you find that your metrics are creeping up or you're surpassing those ranges already, take action now to improve. In the unfortunate event that your account is suspended from failing to meet these metrics, you will need to outline an action plan to correct it. Best to get a jump on it now to help prevent a suspension from happening in the first place.