Seller Performance Metrics and Account Health
Domain 9: Seller Performance Metrics and Account Health
This domain tests metric definitions and the appeal path.
Core metrics
Order defect rate (ODR) = orders with defects / total orders, usually measured over a rolling window. Defects include negative feedback, A-to-z claims, and chargebacks. Other metrics are late shipment rate, pre-fulfillment cancellation rate, valid tracking rate, and response time. Thresholds are targets, not goals; a small account can exceed a rate with one defect.
Account health
The dashboard shows policy violations, product safety issues, and performance. A suspension requires a plan of action with root cause, corrective action, preventive action, and evidence. Appeals should be specific and verifiable.
Worked example
A seller has 200 orders and 3 defects. ODR = 1.5%. If the target is under 1%, the seller is above target. With 50 orders, 1 defect = 2%. The fix is not to ask for feedback removal; it is to reduce defects and document the cause.
Traps
Confusing a single negative review with an ODR defect, since only certain negative feedback counts; believing a good rating offsets a policy violation; and submitting a generic appeal.