Amazon Seller Performance
Overview customer satisfaction
Here, AMALYTIX will show you your customer satisfaction values across the marketplaces. Shipment-related values are based on your FBM shipments.
Background
If you ship your orders yourself, you will have to comply with many performance KPIs on each marketplace to retain your right to sell. Errors that are detected here too late can, in the worst-case scenario, lead to a temporary or permanent closure of your Amazon account.
AMALYTIX displays the relevant key figures for all markets on one page. In the rows, you see the respective markets, in the columns, the corresponding KPIs.
In the column header, you also see the thresholds that you need to keep an eye on. This is displayed in the tool for various periods. This allows you to recognize, for example, whether the problem has already been resolved.
For each key figure and marketplace, there is a summary in the form of "Good," "Fair," or "Bad." If the traffic light for a key figure turns red, you will need to take action.
If there is any deterioration, AMALYTIX can proactively notify you by e-mail. In this way, you actively prevent your account from being closed.
Key figures
AMALYTIX will show you the following values per marketplace:
- Overall account health
- Late shipments
- Invoice defects
- Order defects (FBA)
- Order defects (FBM)
- On time delivery
- Shipment tracking
- Order cancellation
- Listing policy violations
- Product authenticity customer complaints
- Product condition customer complaints
- Product safety customer complaints
- Intellectual property complaints
- Restricted product policy violations
- Suspected intellectual property violations
- Food and product safety issues
- Customer product reviews policy violations
- Other policy violations
- Document requests
The overarching status fields are shown in a general rating by Amazon (good, okay, bad)
Ideally, the entire dashboard should be displayed in green.
Should the overall rating change, e.g., from "good" to "bad," a message can be set up for this.
More information on selected points here
Late shipments
The late delivery rate is all orders with a shipping confirmation after the estimated shipping date as a percentage of the total number of orders over 10 or 30 days. The late delivery rate applies only to orders shipped by the seller.
According to Amazon's policy, sellers must maintain a delayed delivery rate of less than 4% to sell on Amazon. A late delivery rate of more than 4% may result in account deactivation.
Invoice defects
The Invoice defect rate is all orders for which an invoice was not uploaded within one working day after dispatch, as a percentage of total orders.
According to Amazon's policy, sellers must maintain an invoice defekt rate under 5% to sell on Amazon. A rate above 5% may result in account deactivation.
Order defects (FBA and FBM)
An order is considered defective if it has received a negative rating, an A-to-Z guarantee claim was not rejected, or a credit card chargeback was used.
According to Amazon's guidelines, sellers must maintain an order defect rate of less than 1% to sell on Amazon. An order deficiency rate of more than 1% can result in the deactivation of the account.
On time delivery
On-Time Shipments Rate (OTDR) is all shipments delivered on the estimated delivery date as a percentage of total tracked shipments. OTDR only applies to seller-shipped orders.
Amazon considers OTDR performance when determining what transportation times you can specify. This can enable you to establish shorter delivery times and improve your conversion.
Amazon recommends that sellers adhere to an OTDR greater than 97% to provide a good customer experience. However, there are no negative consequences if the target is not met.
Shipment tracking
The shipment tracking rate is all shipments with a valid tracking number as a percentage of the total number of shipments within a specified 30-day period. The rate of accurate tracking numbers applies only to orders with shipping by sellers.
Currently, there are no negative consequences for not meeting seller performance requirements for tracking.
Order cancellation
The cancellation rate shows all orders canceled by the seller as a percentage of the total number of orders within a specified period of 7 days. The cancellation rate only applies to orders shipped by the seller.
This key figure considers all cancellations of orders initiated by the seller. This does not apply to orders whose cancellation has been requested by customers in their personal Amazon account. Pending charges that have been canceled by the customer directly through Amazon will not be taken into account.
According to Amazon's guidelines, sellers must maintain a cancellation rate below 2.5% to sell on Amazon. A cancellation rate of more than 2.5% can result in the deactivation of the account.
Listing policy violations
The products you offer on Amazon are subject to all Amazon policies. Here →, you can look up all the policies.
Product authenticity customer complaints
Products offered for sale on Amazon must be genuine. The sale of counterfeits is prohibited, and non-compliance may result in loss of sales privileges, withholding of credits, and disposal of inventory.
Product condition customer complaints
The condition of the products you sell on Amazon must be correctly stated.
Product safety customer complaints
Products offered for sale on Amazon must follow Amazon's product safety rules.
Intellectual property complaints
When you sell on Amazon, you must not infringe the intellectual property rights of brands or other rights holders. Violation of this policy may result in the loss of selling privileges or other legal consequences.
Restricted product policy violations
Products offered for sale on Amazon must comply with Amazon's policies. The sale of illegal, unsafe, or other items subject to product restrictions, including prescription products, is prohibited.
Suppose you offer a product that violates an Amazon policy. In that case, you may face revocation of sales privileges, inventory disposal without refund, return of inventory, termination of the business relationship, and permanent withholding of payments. Selling illegal products may additionally result in legal action.
Customer product reviews policy violations
Concerning product reviews, Amazon sellers must adhere to some guidelines.
Violation of the guidelines may violate applicable laws, resulting in legal action and civil and criminal penalties.
Alerts
The following information can be set on the subject of seller performance:
- No response within 24h: The message appears if there is an unanswered customer inquiry older than 24h.
- Status Change: Triggers when one of the six overall seller performance status values changes its value, e.g., from Good to Bad.
Go to Settings / Alerts to activate one or more of these alerts.