We reported that Amazon were changing the Amazon Seller Performance Metrics in the US on Amazon.com. We can now confirm that the changes will also apply in Europe and to Amazon in the UK.
“On October 1, 2018, we will replace this page with a more useful, detailed experience to better help you monitor your account health. We’re also removing the Contact Response Time, and Refund Rate metrics to better align our seller performance policies with the metrics detailed on the Account Health page.”
– Amazon
Missing however from the UK announcement is that the US are also removing the Customer Service Dissatisfaction Rate. This measures the percentage of customers who are not satisfied with your responses in Buyer-Seller Messaging Service
The two metrics being removed from Amazon Seller Performance Notifications in the UK
Contact Response Time
The Late Response Rate is the percentage of messages you did not respond to within 24 hours. Amazon calculate response time based on the amount of time elapsed between when a buyer message is received and when your response is sent through Buyer-Seller Messaging, including weekends and holidays. For this metric, Amazon display the following subcategories:
- Response times over 24 hours: The percentage of messages you responded to after 24 hours
- No response: The percentage of messages that you received more than 24 hours ago to which you didn’t respond
Refund Rate
A decision not to fulfil an order prior to delivery confirmation is treated as a cancelled order. Once an order is dispatch-confirmed, a decision to accept a return or not deliver an item is treated as a refund.
