Account Health FAQ

What is the purpose of the Account Health page?

The Account Health page provides an overview of your selling account’s adherence to the performance targets and policies required to sell on Amazon. To ensure that we are delivering a great experience for our customers, Amazon can take action on these metrics if they don’t comply with our targets.

We regularly review the performance of all sellers and notify them when they are off-target. The intent of this review is to give you the opportunity to improve your performance before the issue affects your ability to sell on Amazon.

Seller accounts are deactivated when they do not comply with the contractually required performance rates defined in the Program Policy “Monitor your account health”.

If your selling account has been deactivated, you may be eligible for reinstatement. You can appeal for reinstatement by providing us with a plan of action to correct the issues that contributed to the enforcement action. For more information, go to appeal the restriction or removal of selling privileges.

How does the Account Health Rating work?

The Account Health Rating (AHR) is a new feature that helps monitor your account health based on your adherence to Amazon’s selling policies. It takes into account factors such as the number of unresolved policy violations on your account at any given time, the relative severity of those violations, and the extent to which you positively impact the customer experience via your selling activities. This rating does not change Amazon’s existing selling policies and will continue to be refined over time.

To maintain ‘Good’ account health, address all policy violations in a timely manner. If your AHR is ‘At Risk’ or ‘Critical’, your account may be at risk of deactivation. Irrespective of your AHR, always ensure overall compliance with our terms, policies, and applicable laws to avoid account deactivation. For more information about AHR, go to Account Health Rating: Frequently asked questions.

What do I do if I have one or more violations, issues, or complaints listed on my Account Health page?

If you have any violations, issues, or complaints listed on your Account Health page, take a moment to review them by clicking View details on the Product Policy Compliance section. On this page, you will see a history of all the content (listings, images) that was removed, along with their current status, and the next steps to resume selling. To resume selling a product that has been removed, follow the guidance mentioned against each item in the Next Steps column.

My selling account’s performance against a metric or a policy on the Account Health page is off- target, but the Account Health page does not tell me that my account is at risk of deactivation, or is deactivated. Why is that?

We take into consideration order volume when calculating your account health.

For example, if you have only 10 orders and one of them has a defect, your ODR will be 10%. While that is technically over our target of 1%, it doesn't necessarily reflect an actual problem with your performance given the low number of orders.