Monitor Amazon Seller Performance

Watch this video for a quick overview of the feature:

Why Seller Performance Matters

If you ship your orders yourself (FBM), you must comply with many performance KPIs on each marketplace to retain your right to sell. Errors detected too late can, in the worst case, lead to a temporary or permanent suspension of your Amazon account.

AMALYTIX displays the relevant key figures for all marketplaces on one page and can proactively notify you by email when there is a deterioration. This way, you actively prevent your account from being suspended.

Overview

Amalytix Seller Performance

On this page, AMALYTIX shows you your customer satisfaction values across all marketplaces.

In the rows, you see the respective key figures, in the columns, the corresponding marketplaces. The column header also shows the thresholds that you need to keep an eye on.

For each key figure and marketplace, there is a summary in the form of “Good,” “Fair,” or “Bad.” If the traffic light for a key figure turns red, you need to take action.

Ideally, the entire dashboard should be displayed in green.

FBA vs. FBM
Some key figures relate explicitly to orders fulfilled via Merchant Fulfilled Network (FBM). Other key figures apply to all activities, including FBA.

Key Figures

The following values are shown per marketplace:

Key FigureDescription
Overall StatusOverall status of your seller account
Account Health ScoreNumerical value of your account health
Late ShipmentsRate of orders with delayed shipping confirmation (FBM only)
Invoice DefectsRate of orders without timely invoice upload
Order Defects (FBA)Rate of defective FBA orders
Order Defects (FBM)Rate of defective FBM orders
On-Time DeliveryRate of shipments delivered on time (FBM only)
Shipment TrackingRate of shipments with valid tracking number (FBM only)
Order CancellationRate of orders canceled by the seller (FBM only)
Listing Policy ViolationsNumber of policy violations in product listings
Product Authenticity Customer ComplaintsNumber of complaints about potential counterfeits
Product Condition Customer ComplaintsNumber of complaints about incorrectly stated condition
Product Safety Customer ComplaintsNumber of product safety complaints
Intellectual Property ComplaintsNumber of complaints about IP infringement
Restricted Product Policy ViolationsNumber of violations of product restrictions
Suspected Intellectual Property ViolationsNumber of Amazon-detected IP violations
Food and Product Safety IssuesNumber of food and product safety issues
Customer Product Reviews Policy ViolationsNumber of review policy violations
Other Policy ViolationsOther policy violations
Document RequestsOpen document requests from Amazon

Click on a row to display details such as target value and current rate.

Important Thresholds

Late Shipments

All orders with a shipping confirmation after the estimated shipping date as a percentage of total orders over a 10 or 30-day period. Applies only to FBM orders.

Threshold: Keep below 4%. A rate above 4% may result in account deactivation.

Invoice Defects

All orders for which an invoice was not uploaded within one business day after dispatch, as a percentage of total orders.

Threshold: Keep below 5%. A rate above 5% may result in account deactivation.

Order Defects (FBA and FBM)

An order is considered defective if:

  • It received a negative rating
  • An A-to-Z guarantee claim was not rejected
  • A credit card chargeback was used

Threshold: Keep below 1%. A rate above 1% may result in account deactivation.

On-Time Delivery

All shipments delivered on the estimated delivery date as a percentage of total tracked shipments. Applies only to FBM orders.

Recommendation: Keep above 97% to provide a good customer experience. Amazon considers this metric when determining your delivery times, which can improve your conversion.

Shipment Tracking

All shipments with a valid tracking number as a percentage of total shipments within a 30-day period. Applies only to FBM orders.

Note: Currently, there are no negative consequences for not meeting tracking requirements.

Order Cancellation

All orders canceled by the seller as a percentage of total orders within a 7-day period. Applies only to FBM orders. Cancellations requested by customers are not counted.

Threshold: Keep below 2.5%. A rate above 2.5% may result in account deactivation.

Policy Violations

Listing Policy Violations

The products you offer on Amazon are subject to all Amazon policies. You can look up all policies here.

Product Authenticity Customer Complaints

Products offered for sale on Amazon must be genuine. Selling counterfeits may result in loss of selling privileges, withholding of funds, and disposal of inventory.

Product Condition Customer Complaints

The condition of the products you sell on Amazon must be correctly stated.

Product Safety Customer Complaints

Products must comply with Amazon’s product safety rules.

Intellectual Property Complaints

You must not infringe the intellectual property rights of brands or other rights holders. Violations may result in loss of selling privileges or other legal consequences.

Restricted Product Policy Violations

The sale of illegal, unsafe, or other items subject to product restrictions is prohibited. Violations may result in inventory disposal, termination of business relationship, and permanent withholding of payments.

Customer Product Reviews Policy Violations

Amazon sellers must follow these guidelines regarding product reviews. Violations may result in legal sanctions.

Alerts

You can receive automatic notifications when your seller performance changes. The following alerts can be set up:

  • No response within 24h: Triggers when there is an unanswered customer inquiry older than 24 hours
  • Customer satisfaction change: Triggers when one of the overall status values changes (e.g., from “Good” to “Bad”)

Go to Settings / Alerts to activate one or more of these alerts.