Amazon is handing FBM sellers a gift. Will you take it?
Up to 12 Account Health Rating points.
Amazon now rewards strong customer service on Fulfilled by Merchant orders where you handle CS yourself. Those 12 points are upside only - only for the better. Strong CS can raise your AHR. Weak results on these metrics do not restrict selling privileges.
The three bars
- Buyer contact rate under 0.50% - contacts seeking a refund or replacement for product quality, fulfillment, or shipping issues (change of mind excluded), divided by items shipped
- Average contact response time under 12 hours
- Buyer dissatisfaction rate under 4.5% - ratings of 1 or 2 out of 5 on the customer service survey for resolved cases
Track performance in Feedback Manager under Customer Service Quality Insights.
What this is not
This is not the FBM offer-level deactivation update. Keep those stories apart. This pack is a gift frame: 12 points on the table for great CS - only helps.
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