Account Health Rating Decreased with no plausible explination...?
My team and I have worked quite hard to meet and then maintain a AHR of 250+ for six months. Did great!
Now, our AHR number dropped 4 points, and we are under the 250 mark for the Account Health Assuanrace program. Really Frustrating as it doesnt seem to be any concrete reason why. When calling in to see why (I have 0% late orders, 0% defects, 100% delivery rate and also 500+ orders in the last 60 days, no policy vilotations.) they said becuase my sales have dropped. I asked if they could explain more in depth.
They pointed me to the FAQ on the Account Health which says " 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." The gentleman explain that it will also deduct 4 points If i havent made 200 successful orders within the last 180 days. Which, if you look at what I said above, I have met this 100% and then some.
He also told me that there isnt anything that he could so as it is totally automated, and that in the last 30 days my sales have gone down so that will affect this. He could not point me to anywhere that this is written down in the policies. He also told me that he doesnt have the information of the sales that relate to my account health and too reach to seller services instead. (I reached out to them first and they told me to contact Account Health as they couldnt help.
I need help and I need a concrete answer/reason for the decrease in points that I had to work hard for.
Any help would be so, so greatly appreciated.
@Quincy_Amazon
@Emet_Amazon
Account Health Rating Decreased with no plausible explination...?
My team and I have worked quite hard to meet and then maintain a AHR of 250+ for six months. Did great!
Now, our AHR number dropped 4 points, and we are under the 250 mark for the Account Health Assuanrace program. Really Frustrating as it doesnt seem to be any concrete reason why. When calling in to see why (I have 0% late orders, 0% defects, 100% delivery rate and also 500+ orders in the last 60 days, no policy vilotations.) they said becuase my sales have dropped. I asked if they could explain more in depth.
They pointed me to the FAQ on the Account Health which says " 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." The gentleman explain that it will also deduct 4 points If i havent made 200 successful orders within the last 180 days. Which, if you look at what I said above, I have met this 100% and then some.
He also told me that there isnt anything that he could so as it is totally automated, and that in the last 30 days my sales have gone down so that will affect this. He could not point me to anywhere that this is written down in the policies. He also told me that he doesnt have the information of the sales that relate to my account health and too reach to seller services instead. (I reached out to them first and they told me to contact Account Health as they couldnt help.
I need help and I need a concrete answer/reason for the decrease in points that I had to work hard for.
Any help would be so, so greatly appreciated.
@Quincy_Amazon
@Emet_Amazon
1 reply
Emet_Amazon
Hello @Seller_xvZ0ix1rXMP8j,
Thank you for posting your concerns with your account health rating.
Now, our AHR number dropped 4 points, and we are under the 250 mark for the Account Health Assuanrace program. Really Frustrating as it doesnt seem to be any concrete reason why. When calling in to see why (I have 0% late orders, 0% defects, 100% delivery rate and also 500+ orders in the last 60 days, no policy vilotations.) they said becuase my sales have dropped. I asked if they could explain more in depth.
They pointed me to the FAQ on the Account Health which says " 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." The gentleman explain that it will also deduct 4 points If i havent made 200 successful orders within the last 180 days. Which, if you look at what I said above, I have met this 100% and then some.
As noted by the specialist you spoke with and the FAQ help page, the account health rating is based on your total order volume over the last 180-days. You can confirm the specific date range by navigating to any of the policy sections in the account health page, you can use other policy violations for the example. The top left, you will see the current date range: April 23, 2024 - October 19, 2024. This is a rolling calculation meaning that tomorrow this will reflect April 24, 2024 - October 20, 2024.
What this implies is that the total account health rating is based off your current order volume over the last 180-days. You should be able to create a custom date range for completed orders in seller central to confirm your total completed orders. You can reach the current score by taking:
(Total Order volume ÷ 200) Multiple this number by 4. (Example: 2000 ÷ 200 = 10 x 4 = 40)
As noted in the above example to maintain an account health rating of 250+ points, you would need to maintain a total order volume of about 2600 completed orders within the continuously rolling 180-day calculations. This must be maintained, it is not obtained and kept.
So you have some reassurance on this situation, you can confirm this information in our account health rating: FAQ help page:
Why did my AHR score increase or decrease when I did not incur additional violations or take appeal or dispute actions?
- The AHR score accurately reflects your account health based on policy adherence and selling activities over the last 180 days. You may see your AHR score increase as points associated with violations move out of the 180-day period and your AHR score may decrease as orders fulfilled move out of the 180-day period.
When you review your total order volume over this time, what it the total amount, are you seeing discrepancies in the calculation? If you identify an issue, I would recommend creating a case and providing your examples.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
