Your Account Health Rating (AHR) now rewards strong customer service performance on Fulfilled by Merchant orders where you handle customer service directly.
You can now earn up to 12 AHR points based on your performance across three customer service quality metrics:
- Buyer contact rate below 0.50%: Number of buyer contacts seeking a refund or replacement due to product quality, fulfillment, or shipping issues, excluding change of mind, divided by items shipped.
- Average contact response time under 12 hours: Time taken to respond to buyer messages divided by total messages received.
- Buyer dissatisfaction rate below 4.5%: Number of dissatisfied responses (ratings 1–2 out of 5) to the question “How satisfied are you with your recent customer service experience?” divided by total surveys sent for resolved cases.
Your AHR score can only improve with strong performance across these metrics. We won’t restrict selling privileges for below-average results. This change helps build your AHR through excellent customer service.
To track your customer service performance, go to Feedback Manager
For more information, go to Account health rating, Customer Service Quality Insights on Feedback Manager.
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