Seller Performance; Optimize account health
Transcription
Earlier in this course, we review two important areas that are really important for you to pay attention to so that you can remain a seller in good standing on Amazon. As we learned, Amazon tracks your performance and customer service and shipping and provides targets that you must stay. We also addressed that within the customer service performance target, your order defect must stay under 1% for both seller fulfilled and the fulfilled by Amazon metric.
show moreAnd the order defect rate consists of negative feedback, A to Z guarantee claims and chargeback claims. The other important performance metric we reviewed were shipping performance. Shipping performance only applies to seller fulfilled, and it consists of late shipment rate, pre-fulfillment, cancel rate, and valid tracking.
And as we see here, the targets vary for each of these three metrics. Amazon has created a graph with Seller Central so you can see your performance over a 12-month timeframe at the top navigation. Click on the performance tab and then here under reports, click on order with defects. Here we can see the month running along the bottom of the graph and the number of defects along the side.
A blue bar indicates a defect within customer service performance, and a tan bar, a defect within shipping Performance. If a bar is not indicated, then there were no defects for that time period. If you hover over any of the areas, a weekly report pops up so you can see the performance. As we slide the tan bar, we can see under shipping performance, there was one late shipment occurrence between October 15th and October 21st.
And if we move it over to the blue bar, we can see that there was an A to Z claim within the customer service performance indicator for the week of October 22nd to October 28th. Under the graph, you can see specifics as well, but be sure that you are within the proper timeframe. You can change the date through toggling the back-and-forth arrows as we see here.