🇺🇸 USAccount PolicyMedium ImpactSeptember 4, 2026
Amazon's Account Health Rating Now Rewards FBM Customer Service With Up to 12 Bonus Points — Upside Only, Based on Contact Rate, Response Time and Buyer Dissatisfaction
Sellers who fulfill their own orders (FBM) and handle buyer support directly, especially those close to an AHR threshold.
Amazon announced in Seller Central that the Account Health Rating (AHR) can now add up to 12 points for strong customer service on seller-fulfilled orders where the seller handles buyer support directly. The bonus is based on three metrics: buyer contact rate, average contact response time, and buyer dissatisfaction rate. Amazon says the metrics can only raise a seller's AHR, and results below the targets will not lower the score or restrict selling privileges. The announcement does not say how the 12 points are divided among the metrics or give an effective date.
Key Points
- Account Health Rating can add up to 12 points for strong customer service on FBM orders where the seller handles support directly
- Buyer contact rate target: below 0.50% of items shipped generating contacts that seek a refund or replacement for product quality, fulfillment or shipping problems; change-of-mind contacts are excluded
- Average contact response time target: under 12 hours to reply to buyer messages
- Buyer dissatisfaction rate target: below 4.5%, counting 1- or 2-out-of-5 ratings on the customer service survey against surveys sent for resolved cases
- The metrics only add points: below-target results do not reduce AHR or restrict selling privileges
- Performance can be tracked in Feedback Manager; Amazon has not said how the 12 points are split across the three metrics
What You Should Do Now
- 1Open Feedback Manager and compare your buyer contact rate, average response time and buyer dissatisfaction rate against Amazon's targets
- 2Set up message coverage so buyer messages are answered within 12 hours, including weekends and holiday peaks
- 3Review the reasons behind refund and replacement contacts to reduce product quality, fulfillment and shipping issues
- 4Watch your Account Health page to confirm whether bonus points are applied, since Amazon has not published how the points are allocated
Official Source
Amazon Seller Central →This summary is written in our own words based on the official source linked above. Policies may be updated after publication. Always check the official Amazon source for the latest details.