Amazon announced a change to Account Health Rating (AHR) that rewards sellers who maintain strong customer service on Fulfilled by Merchant (FBM) orders. This is an upside-only change — sellers below benchmark will not face penalties or selling privilege restrictions, but those who excel in support metrics can earn up to 12 additional AHR points.
What’s New
- Upside only: Strong support performance adds points; poor performance does not deduct or restrict selling privileges
- Scope: Applies to FBM orders where you handle customer support directly
- Maximum gain: Up to 12 points added to your Account Health Rating
- Effective date: Announced September 30
Three Key Metrics
Amazon’s bonus is tied to three support performance metrics. The full criteria determine which sellers qualify for the full 12-point uplift.
How Squatio Helps
Maintaining strong account health is foundational to scaling an FBA business, and understanding where your performance stands against Amazon’s benchmarks is critical. Squatio Decode (ASIN lookup, listing visibility & Sentiment IQ review analysis) helps you monitor your listing performance and review sentiment, which directly influence how customers rate their support experience. By tracking review patterns and buyer sentiment across your catalog, you can identify products and categories where support issues are emerging — allowing you to address root causes before they impact your AHR or restrict your selling privileges. Sellers scaling to multiple SKUs or categories benefit from this visibility into which products are generating the most support friction.
Questions for the Community
How are you currently tracking your support metrics and customer satisfaction on FBM orders? Are there specific product categories or order types where you’ve seen higher support burden, and how have you optimized around them?
Source: Amazon Will Add Up to 12 Account Health Points for Good Support