AHR continues to go down even though there are NO account health violations and all metrics are perfect
Hoping an an Amazon moderator can help with this situation @Sunnie_Amazon@Ricardo_Amazon@Lucre_Amzn. A few months back, we started to notice our AHR was going down instead of up. We have no account health violations, VTR is 100%, no issues at all with our account health. Only thing i can see is Valid Tracking Rate does not match the On-Time Delivery Rate in regards to the amount of shipments that were successfully processed. Almost like Amazon is excluding certain shipments from VTR. I have talked to the support team multiple times and got no legitimate answers ( CASE ID #15533463011, 15457291901, 15221251101 ). We had over 400 AHR and it has slowly dropped to 360 now. We are enrolled in the Account Health Assurance program and are worried if this issue is not looked at closely, we will lose that privilege. Our volume of shipments is consistent and we work hard to have this metric increase, not decrease. Please advise.
AHR continues to go down even though there are NO account health violations and all metrics are perfect
Hoping an an Amazon moderator can help with this situation @Sunnie_Amazon@Ricardo_Amazon@Lucre_Amzn. A few months back, we started to notice our AHR was going down instead of up. We have no account health violations, VTR is 100%, no issues at all with our account health. Only thing i can see is Valid Tracking Rate does not match the On-Time Delivery Rate in regards to the amount of shipments that were successfully processed. Almost like Amazon is excluding certain shipments from VTR. I have talked to the support team multiple times and got no legitimate answers ( CASE ID #15533463011, 15457291901, 15221251101 ). We had over 400 AHR and it has slowly dropped to 360 now. We are enrolled in the Account Health Assurance program and are worried if this issue is not looked at closely, we will lose that privilege. Our volume of shipments is consistent and we work hard to have this metric increase, not decrease. Please advise.
8 replies
Seller_7LrAV0m5llaI7
Only thing i can see is Valid Tracking Rate does not match the On-Time Delivery Rate in regards to the amount of shipments that were successfully processed.
Do you use Purolator? Amazon disabled Purolator from VTR% since they can't seem to fix the issue that cropped up back in the Middle of April that is still ongoing with Purolator.
Seller_y7W9ccUlauftE
Has your sales volume dropped ?
Amazon adds 4 points for every 200 sales made in the last 6 months. So if your sales have dropped you will be getting fewer bonus points.
Emet_Amazon
Hello @Seller_4gxm98Ffbsp98,
Thank you for posting your concerns with your AHR calculation.
A few months back, we started to notice our AHR was going down instead of up. We have no account health violations, VTR is 100%, no issues at all with our account health. Only thing i can see is Valid Tracking Rate does not match the On-Time Delivery Rate in regards to the amount of shipments that were successfully processed. Almost like Amazon is excluding certain shipments from VTR.
The AHR is not impacted by VTR in anyway as these are separate calculation, if you are experiencing issues with this situation I would advise on a new thread for a more detailed review of this situation and topic. If you create a new topic for this situation, please include effected order IDs or related cases so we can look further into the issue.
I have talked to the support team multiple times and got no legitimate answers ( CASE ID #15533463011, 15457291901, 15221251101 ). We had over 400 AHR and it has slowly dropped to 360 now.
After following up with the appropriate teams to understand your current calculation due to my limited visibility, We have confirmed your current AHR calculation is accurate based on your total order volume. So you can reach this conclusion as well you can take the total order volume over the last 6 months, subtract any cancelled orders from this time frame. Take this total and divide by 200. Multiple your remaining amount by 4. You will end up with your current score.
If you can provide examples of how this calculation is not working as intended, I would be happy to look further into this situation.
You can also see more on our calculations for this in our account health rating: FAQ help page.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
Seller_4gxm98Ffbsp98
Hello @Emet_Amazon
I have pulled up the past 6 months of successfully fulfilled orders and we have 6864. Based on this equation, still does not add up. Also, we were at 400 AHR a few months back and it has been dropping 5 points every few weeks. I was under the assumption that AHR ratings go up based on a certain number of successful orders shipped with no account violations. Why is ours trending downwards?
Emet_Amazon
Hello @Seller_4gxm98Ffbsp98,
Thank you for your quick follow up.
I have pulled up the past 6 months of successfully fulfilled orders and we have 6864. Based on this equation, still does not add up.
If we take that total order volume you would have a score of about a total increase of 136 giving you around 336 score. Keep in mind this calculation date range includes "March 13, 2024 - September 8, 2024" which can be found in any section of the account health rating policy sections like product safety for example. You can find the current date range in the top left.
I was under the assumption that AHR ratings go up based on a certain number of successful orders shipped with no account violations. Why is ours trending downwards?
This is a rolling calculation so tomorrow this will show March 14, 2024 - September 9, 2024 as an example of the current date above. As order volumes fluctuate through the seasons this score will gradually go down or up depending on maintained volume. To maintain an AHR rating of 400 you will need to consistently complete 10,000 orders within this rolling calculation window. When this is not maintained, points will be removed.
Each store has a base line of 200 points, anything above this is earned through order volume and when not maintained as mentioned, it will be removed. An example of this would be if someone with a 1000 score was to go on vacation mode with no sales for 6-7 months, they would come back to 200 points due to the lack of maintained order volume. I hope this helps further clarify the situation.
The forums community and I are here to support you. Please let us know how we can help you from this point forward.
Emet.
