Introducing Amazon Seller Rating
Amazon Seller Rating is a data-driven measure of the customer experience you provide, with each of your orders counting towards your overall rating. Your Seller Rating information is intended to help you identify customer service improvements that could lead to more satisfied buyers and a better rating for you. The rating is scored on a scale of 0 to 100 (Example: 95.00/100).
This rating is based on factors including how quickly you respond to buyers and whether you ship on time, cancel orders, or have credit card chargebacks, A-to-Z Guarantee claims, or negative feedback.
You may discover you are Not Yet Rated. This means that you have had zero (0) orders in the last 365 days. As your business grows and you receive orders, the system will automatically calculate a rating for you.
Amazon Seller Rating does not replace other performance metrics, including metrics displayed on your Account Health page. Instead, it gives you an overall view of your performance while also providing insight into problems with specific orders.
How is your Seller Rating calculated?
Each of your orders in the last 365 days is assigned a score, called an Order Quality Score. If an order is fulfilled without any problems, it receives 100 points. Orders with associated problems lose points. Your Order Quality Score takes the following events into consideration:
- Order-related buyer messages that do not receive a response within 24 hours
- Orders where the actual ship date is later than the promised ship date
- Cancelled orders (does not include buyer-requested order cancellations)
- Orders that are not confirmed shipped within the required time period
- Seller-faulted credit card chargebacks on an order
- Seller-faulted A-to-z Guarantee claims on an order
- Negative feedback on an order
Some problems are considered more significant than others, and consequently you lose more points for them. For example, an order receives 0 points if it was shipped late, but it receives -500 (negative five hundred) points if it resulted in an A-to-z Guarantee claim.
If an order has multiple problems, only the most significant problem is counted toward your score.
When you provide truly exceptional service on an order, you may receive a bonus 10 points for a total score of 110.
To qualify for bonus points, an order must meet all of the following criteria:
- No events listed for the Order Quality Score
- Order shipped with a valid tracking number
- Order delivered within 3 working days after it is placed
- Order delivered by the minimum promised arrival date
- Order does not result in refunds or concessions
The score for all your orders from the last 365 days is totaled, and an average score is computed by dividing the total points by the number of orders.
Since performance on recent orders is more important than those in the past, a time weighted average is applied to determine your final score. This means that your most recent mature orders count the most and will have the greatest impact on your final score.
Improving Your Seller Rating
You can identify problem areas and work to improve your Seller Rating by looking at the Order Quality Report or by focusing on the suggestions on the Seller Rating page. For a list of suggestions, see Improving Your Amazon Seller Rating.
Give Us Your Feedback
Your feedback helps us improve our seller tools. To provide feedback on the seller rating feature, go to the Seller Rating page and click the "Tell us what you think" link. We look forward to hearing from you.
Please use the e-mail address associated with your Amazon.com Seller account.