Account Health Keeps Dropping - Customer Service Says, "Don't Worry"
I've been an FBA seller for almost 10 years. Since August of 2023 my account health has dropped 4 points every month. Since then I am down 32 points and I can not get a clear explanation from Account Health Team or Customer Service. I'm still enrolled in Account Health Assurance even though my score is now below 250.
My metrics are perfect, no violations, no negative feedback, no inventory issues, etc. I sell over 500 items a month mainly through FBA. I've reached out to account health several times only to get one of two answers, "Your account is fine and your AH score will increase by 4 points for every 200 orders" or "You need to contact customer service" - Customer service goes on to tell me to read about how account health works and that my account is fine. It is NOT fine, my score never goes up anymore just down.
Something is obviously wrong and I can not get anyone from Amazon to go beyond the scripted answers. At this rate, my account will be in jeopardy by early next year. Can anyone please tell me how to fix this? Is there a MOD that can actually look at my account instead of telling me I'm fine?
16 replies
Seller_7LrAV0m5llaI7
Is your sales velocity dropping? You have to maintain the exact same sales velocity for the same time period to maintain your account heath rating.
Sales go up, you get an increase. Sales go down, you get a decrease.
Stevie_Amazon
Hey there @Seller_RQX1Rb7Z4nMBT,
I hope this finds you well!
I understand you have questions and concerns regarding your Account Health Rating.
In order to assist sellers like yourself with understanding how well their business is doing in terms of policy compliance, the account health rating (AHR) was created. As you know this is the colored-coded system to show a range of unhealthy to healthy scores as well provide ways to address the policy violations which may appear there. More than anything, it is being utilized to help sellers prevent a suspension of their account.
Per the Account Health Rating FAQ: "To calculate your AHR, all new sellers start with a score of 200. Points are deducted from your AHR score each time we find a new policy violation, and added back when you successfully address that violation. Point values for each violation are based on severity level and typically range from 2 to 8, though critical violations automatically bring your AHR score to zero. Also, if you violate the same policy multiple times, in some cases negative point values double per repeat violation. To ensure your AHR is evaluated in context of the size of your business, you also gain 4 points for every 200 successful orders you fulfilled over the last 180 days."
@Seller_7LrAV0m5llaI7 is correct here. In addition to this, I would like to emphasize the rolling 180-day period.
Over the most recent 180 days, has there been any drop in sales- even if it was one day?
I would also like to kindly ask you for any relevant case ID so I can look into this further for you, as you are concerned with your account health assurance status.
I look forward to your reply,
Stevie.
Seller_Kl53CHl0ygVod
you have to keep same sales to maintain the account health rating. I used to the mid 800, sales keep dropping and now im at mid 300.
Seller_9TkyqWc47HZoP
I'd love to have mine at 250......mine has sat at 200 for about a year.
Seller_tzb0Adb4whsRu
We had this same issue at the beginning of the year and our score kept dropping 4-12 every week.
Seller Support was useless. And when we called the "Call Me Now" button, that person said it was due to the Inform Act from June 2023.
We didn't buy that answer for a second because that was over 6 months ago (at that time).
Nothing changed with our sales, products, etc.
Take screenshots everyday of what your score is a keep on them.
Have you tried the yellow "Call me now" button?
Best of luck to you :)
Seller_EGAYxdv2MmpO0
My score has NEVER been over what it is today: 212.
Sometimes it drops when an order or two is canceled, but a week later it returns to 212.
