What is Amazon account suspension?

Amazon account suspension occurs when Amazon restricts a seller's ability to sell on the platform due to policy violations, performance issues, or verification requirements. Common causes include IP infringement claims, Section 3 violations, KYC verification failures, and performance metric failures.

How long does Amazon appeal take?

Amazon appeal timeline varies by case type. Simple cases may resolve in 1-7 days, while complex cases like related account suspensions can take 14-30 days. KYC verification typically takes 3-14 days. Account Health Desk helps expedite the process with properly structured appeals.

What is KYC verification on Amazon?

KYC (Know Your Customer) verification is Amazon's identity verification process for sellers, especially required for European marketplaces. It involves submitting business documents, proof of identity, and proof of address. Account Health Desk has 100% success rate helping sellers pass KYC verification.

How do I appeal an Amazon IP infringement?

To appeal an Amazon IP infringement complaint, you need to either prove you have the right to sell the product, demonstrate the complaint was in error, or acknowledge and correct the issue. Account Health Desk has 90.9% success rate on IP infringement appeals.

What services does Account Health Desk offer?

Account Health Desk offers Amazon suspension diagnostics and appeal support including: account reinstatement (90%+ success rate), KYC verification (100% pass rate), FBA reimbursement claims (100% success), TRO defense, IP infringement appeals, and related account suspension resolution.

Guide

Amazon Account Health Metrics: The Complete Reference

Account Health Desk•2026-03-25•12 min read

Amazon Account Health Metrics: Complete Reference

Updated: March 25, 2026

Every Metric That Affects Your Account

Amazon evaluates sellers on multiple metrics. Missing any one can result in suspension. Here's the complete breakdown.

Order Defect Rate (ODR)

What It Measures

Percentage of orders with negative feedback, A-to-z claims, or chargebacks.

Calculation

ODR = (Orders with defects ÷ Total orders) × 100

Thresholds

Status

ODR Range

Excellent

0-0.5%

Good

0.5-1.0%

At Risk

1.0-1.5%

Critical

>1.5%

Components

1.**Negative Feedback Rate**

- Customers leaving 1-2 star reviews

- Affects: ODR, Buy Box eligibility

2.**A-to-z Claim Rate**

- Customers filing claims for non-receipt or not-as-described

- Affects: ODR, Account standing

3.**Service Chargeback Rate**

- Credit card disputes

- Affects: ODR, Payment processing

Improvement Strategies

For Negative Feedback:

•Contact customer to resolve issue

•Request feedback removal (if appropriate)

•Improve product quality

•Better listing accuracy

For A-to-z Claims:

•Ship faster with tracking

•Accurate product descriptions

•Better packaging

•Proactive communication

Late Shipment Rate (LSR)

What It Measures

Percentage of orders shipped after the promised ship date.

Calculation

LSR = (Late shipments ÷ Total shipments) × 100

Thresholds

Status

LSR Range

Excellent

0-2%

Good

2-4%

At Risk

4-6%

Critical

>4%

Factors

•Confirmation timing

•Carrier pickup schedules

•Inventory availability

•Order processing speed

Improvement Strategies

1.**Increase handling time buffer**

- Add 1-2 days to handling time

- Update shipping templates

2.**Process orders faster**

- Set daily shipping cutoff

- Automate order processing

- Pre-print shipping labels

3.**Better inventory management**

- Safety stock levels

- Reorder triggers

- Accurate counts

Valid Tracking Rate (VTR)

What It Measures

Percentage of shipments with valid tracking numbers.

Thresholds

•**Target:** 95%+

•**Minimum:** Non-compliance affects seller metrics

Requirements

•Tracking uploaded within 24 hours

•Carrier scan within 48 hours

•One tracking per order

Improvement Strategies

•Use integrated shipping tools

•Upload tracking immediately

•Choose reliable carriers

Cancellation Rate

What It Measures

Percentage of orders cancelled by seller.

Thresholds

•**Target:** <2.5%

•**Self-fulfilled orders only**

Common Causes

•Out of stock

•Pricing errors

•Unable to ship

Improvement Strategies

1.**Accurate inventory counts**

2.**Set up reorder points**

3.**Regular stock audits**

4.**Price monitoring**

Return Dissatisfaction Rate (RDR)

What It Measures

Customer satisfaction with return process.

Components

1.**Negative Return Feedback**

2.**Late Response to Return Requests**

3.**Invalid Rejections**

Thresholds

•**Target:** <10%

Improvement Strategies

•Respond to returns within 24 hours

•Accept valid return requests

•Provide prepaid labels

•Fast refund processing

Policy Compliance

Types of Violations

Intellectual Property:

•Trademark infringement

•Copyright violations

•Patent issues

Listing Policy:

•Prohibited products

•Restricted categories

•Inaccurate descriptions

Customer Product Reviews:

•Review manipulation

•Incentivized reviews

•Fake reviews

Violation History

•View in Account Health dashboard

•Track warning status

•Appeal when possible

Monitoring Your Metrics

Daily Checks

•ODR trend

•Open customer messages

•Order status

Weekly Checks

•All health metrics

•Policy compliance

•Performance notifications

Monthly Checks

•Trend analysis

•Seasonal adjustments

•Competitive benchmarking

Quick Reference Table

Metric

Threshold

Update Frequency

ODR

<1%

Daily

LSR

<4%

Daily

VTR

>95%

Daily

Cancellation

<2.5%

Daily

RDR

<10%

Weekly

Policy

0 violations

As they occur

*Need help with account health issues? Contact Account Health Desk.*

Contact: support@accounthealthdesk.com | Telegram: @accounthealthdesk

Amazon Account Health Metrics: The Complete Reference

Amazon Account Health Metrics: Complete Reference

Every Metric That Affects Your Account

Order Defect Rate (ODR)

What It Measures

Calculation

Thresholds

Components

Improvement Strategies

Late Shipment Rate (LSR)

What It Measures

Calculation

Thresholds

Factors

Improvement Strategies

Valid Tracking Rate (VTR)

What It Measures

Thresholds

Requirements

Improvement Strategies

Cancellation Rate

What It Measures

Thresholds

Common Causes

Improvement Strategies

Return Dissatisfaction Rate (RDR)

What It Measures

Components

Thresholds

Improvement Strategies

Policy Compliance

Types of Violations

Violation History

Monitoring Your Metrics

Daily Checks

Weekly Checks

Monthly Checks

Quick Reference Table

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