AMAZON
Amazon account health management, checked every business day
We check your Account Health Rating and order metrics every business day, act on warnings the same business day and keep your documents ready before Amazon asks for them. You keep the account, the owner login and every decision.
Included in Store Care from $399 a month and Ops Desk from $1,499 a month · Account Health Watch build $750 · Appeals $750 per case, $500 on a monthly plan
Account health
Checked every business day
Standard: under 1%
Standard: under 2.5%
Standard: under 4%
Targets: Amazon's published seller performance targets. Store values are sample figures.
Illustrative · sample store
Quick answer
Amazon account health management is the daily work of keeping your seller account inside Amazon's limits: watching the Account Health Rating, order defect rate, late shipments and cancellations, answering policy notices and fixing root causes before they turn into a suspension. Ecom Relays checks every business day, acts on warnings the same business day and never asks for your password.
Have a warning open today? Call +1 (469) 331-3129. A real person replies within one business hour, 9am to 6pm US Central, Monday to Friday.
What does Amazon account health management include?
It includes every metric, notice and listing problem that can move your account toward a warning, checked on a fixed rhythm. Account health is not one number. It moves with your daily operations: a carrier misses a scan, stock runs out on one channel and orders get canceled, a buyer files an A-to-z claim, a rights owner files a complaint against a listing. Each one is small. Left alone for a few weeks, they add up.
Here is what we watch, how often and what we do when something moves.
| What we watch | How often | What we do when it moves |
|---|---|---|
| Account Health Rating and every status on the Account Health page | Every business day | Log it, compare with last week, open a task the same day if anything changed |
| Order defect rate (negative feedback, A-to-z claims, chargebacks) | Every business day | Find the orders behind it, fix the cause, respond to the claim inside its window |
| Late shipment rate, pre-fulfillment cancel rate, valid tracking rate (orders you ship yourself) | Every business day | Check carrier cut-offs, handling time, tracking uploads and stock sync |
| Policy notices: intellectual property, product authenticity, product safety, restricted products, listing policy | Every business day | Read the notice, match it to the ASIN and the document Amazon wants, draft a response for your approval |
| Voice of the Customer and product quality complaints | Every business day | Group by reason, flag listing or packaging fixes, escalate a pattern to you |
| Suppressed, blocked or changed listings | Every business day for your top listings | Fix data errors, restore content you approved, open a case when the fix sits with Amazon |
| Buyer messages that affect health | Every business day | Answer them, and escalate refunds above your limit to you |
| Trend across all of the above | Weekly, in your KPI review on a fixed day | One page: what moved, why, what we did, what needs your decision |
Buyer messages and A-to-z claims are a large share of the order defect rate. If you want that work run as its own service, see Amazon customer service management.
What are Amazon's account health limits?
Amazon publishes three order-metric targets: an order defect rate under 1%, a cancellation rate below 2.5% and a late shipment rate under 4%. Keep these in front of whoever runs your account every day.
| Metric | Target | Applies to | Source |
|---|---|---|---|
| Order defect rate (ODR) | Under 1% | All orders | Sell on Amazon, Oct 16, 2024 |
| Pre-fulfillment cancel rate (Amazon's blog calls it cancellation rate) | Below 2.5% | Orders you ship yourself (FBM) | Sell on Amazon, Oct 16, 2024 |
| Late shipment rate (LSR) | Ideally under 4% | Orders you ship yourself (FBM) | Sell on Amazon, Oct 16, 2024 |
| Valid tracking rate (VTR) and on-time delivery rate | Amazon names both metrics but publishes no number on this page; check your Account Health page | Orders you ship yourself (FBM) | Sell on Amazon, Oct 16, 2024 |
| Account Health Rating (AHR) | A color-coded score from 0 to 1,000. Amazon's public page gives no band cut-offs; your Account Health page shows the status for your score | Policy compliance across the account | Sell on Amazon, Oct 16, 2024 |
Three things the table does not show.
First, each metric is measured over a rolling period, and the period is printed beside it on your Account Health page. A bad week can stay on the record long after it is fixed, so prevention beats repair.
Second, health is tied to sales as well as your selling privileges. From Jul 2026, Amazon began removing the separate seller eligibility requirements for the Featured Offer (the Buy Box), with the rollout due to finish by the end of 2026. Amazon says the selection criteria themselves are unchanged and has not published how they are weighted. One analyst's reading is that chargebacks, order defects and Voice of the Customer complaints now count inside the ranking rather than as a pass or fail gate (PPC Land, Jul 7, 2026). Either way, weak metrics cost offers, not only warnings.
Third, FBA does not make you immune. Amazon ships FBA orders, so late shipments and cancellations mostly sit with Amazon, but chargebacks, A-to-z claims, negative feedback and every policy notice still land on your account.
For the full explanation of the rating, every metric and how a plan of action is built, read our Amazon Account Health Rating guide.
0:32
Read the transcript Captions are on screen Characters are fictional. Voices are AI-generated.
How does our daily Account Health Watch routine work?
It is a six-step routine we run on every Amazon account on Store Care and Ops Desk: check, log, triage, fix the cause, file the proof and report. It is also a fixed-scope build, Account Health Watch (RELAY-05), for $750, for brands that want their own team to run it.
- 01Check.
Each business day we open your Account Health page, Voice of the Customer, the performance notifications inbox and the status of your top listings.
- 02Log.
One dated line per day in a health log that lives in your workspace, not ours: what we checked, what moved and who owns the next step.
- 03Triage.
Anything that moved gets a priority. Urgent issues, such as a listing suppressed, orders not flowing or a notice with a short deadline, get a first response within 1 hour in business hours. Everything else gets a first reply within 4 business hours.
- 04Fix the cause.
We fix the operation that caused the problem, not only the symptom: a handling time that is too short, a carrier cut-off nobody updated, a stock count that drifted on one channel, a listing claim the product cannot support.
- 05File the proof.
Invoices, letters of authorization, test reports, safety documents and trademark records go into a compliance vault in your account, sorted by ASIN, so a response takes hours rather than days.
- 06Report.
The trend goes into your weekly KPI review on a fixed day and your written monthly report.
Sample health log entry (Illustrative · sample figures)
| Date | AHR | ODR | LSR | Cancel rate | New notices | Action | Owner | Status |
|---|---|---|---|---|---|---|---|---|
| Tue | 286 | 0.4% | 1.1% | 0.6% | 1 listing policy warning, ASIN B0XXXXXXX1 | Claim wording in bullet 3 removed; draft response sent for your approval at 11:40 | Ops lead | Waiting on your approval |
What happens when an account health warning arrives?
We act on it the same business day, in a fixed order of work, and nothing goes to Amazon in your name until you approve it.
- Read the notice in full and record the policy, the ASINs, the deadline and what Amazon asks for.
- Check the compliance vault for the document that answers it.
- Find the root cause in your operations, listings or suppliers.
- Write the response or the fix and send it to you for approval.
- Submit, log the case number and set a follow-up date.
- Add the cause to the weekly review so it does not repeat.
If a warning arrives after 6pm Central on a Friday, the first business hour on Monday is when we start. Notices with a short deadline are why we ask every client to name a backup approver, so a response is never stuck waiting for one person.
Intellectual property notices are easier to answer when your brand is registered and your trademark records are in the vault. If your brand is not yet enrolled, see Amazon Brand Registry setup and protection.
Can you help with an appeal or a suspension?
Yes. A reinstatement appeal is $750 per case, or $500 per case if you are on a monthly plan. That covers the root cause, a plan of action (what went wrong, what you have fixed, what stops it happening again), the supporting documents and the submission with your approval.
We do not promise the outcome. Amazon decides every appeal, and no provider controls that decision. What we commit to is the work: a plan of action built from facts and documents, written by people, checked before it is sent and sent only with your approval.
Some cases are better handled by a lawyer who specializes in Amazon suspensions, for example cases that involve a legal claim against you. When we think yours is one of them, we will tell you before you pay us for an appeal.
What we never do
These are the lines we do not cross on your account, whatever the deadline.
- Ask for your owner password. Each of us works under our own named access, through the route Amazon shows for outside service providers. Amazon staff advise sellers never to share passwords.
- Log in to your account from a shared device, a shared browser profile or a shared login.
- Touch bank, payout, deposit method or legal entity settings.
- Buy, swap or incentivize reviews, or ask buyers to change feedback in exchange for anything.
- Use tactics that work around Amazon's policies, including on appeals.
- Let an automated tool send a policy response, an appeal or a listing claim without a person reading it first.
- Promise a reinstatement, a rating or a ranking.
- Charge a percentage of your sales or ad spend for this work. Store Care, Ops Desk, Relay Modules and appeals are fixed published fees.
Can AI agents get my Amazon account suspended?
An AI tool does not get an account suspended by itself. What it does in your account can. Three risks matter.
- 01How it connects.
A tool that logs in with your password from servers that also log in to other sellers' accounts can share the signals that link accounts: IP addresses, devices and networks. Lawyers who handle these cases list shared IP addresses, devices and agencies or VAs with access to several accounts among the signals that tie accounts together (Amazon Sellers Lawyer).
- 02Whether it identifies itself.
Amazon sued Perplexity in Nov 2025, alleging that its Comet shopping agent failed to disclose when it was shopping on a real person's behalf (Bloomberg Law, Nov 5, 2025). Amazon's position, as reported, is that outside AI agents need to identify themselves and follow the rules of the sites they use (The Next Web, citing GeekWire, Sep 23, 2026).
- 03What it changes.
A bot that rewrites listings, changes prices in bulk or answers policy notices can break listing, pricing or authenticity rules faster than a person would notice.
Amazon's own approach shows the safe pattern. Its Selling Partner plugin for outside AI assistants, in US beta since Sep 23, 2026, asks sellers to approve actions before they run and logs every interaction in an audit trail (The Next Web, Sep 23, 2026).
Our rules for any automation on your account: official connections only (Amazon's own tools and approved apps, named users); limits on every action; your approval for any price, listing or policy action outside the limits you set; a log of every step; one named person who owns the outcome. Anything touching account health, including appeals and policy replies, is written and checked by people. More on how we set those limits: AI orchestration with guardrails.
How do you keep my account separate from other sellers?
Each client is worked in its own isolated environment on a company-managed device, with named users, multi-factor authentication, least-privilege permissions and no shared credentials. That matters because shared logins, devices and networks are exactly the signals that tie seller accounts together. Access is removed within 24 hours of a team change or the end of the work, and we sign an NDA and a Data Processing Addendum before work starts. The full standard is on our security and access page.
Ecomrelays LLC is a Texas company. Part of our team works outside the US, as one managed team with a named US-facing lead.
What does Amazon account health management cost?
Daily health checks are included in Store Care from $399 a month and Ops Desk from $1,499 a month. Every price is published, and anyone at the same stage pays the same price.
| Option | What you get | Price | Terms |
|---|---|---|---|
| Store Care Starter | Daily account health checks, listing upkeep, order and buyer messages, reorder alerts, reimbursement claims with no commission, weekly written update; one channel, up to 10 active SKUs | $399 a month | First term 3 months, then month to month with 30 days' notice by email |
| Store Care Plus | Everything in Starter for up to 30 SKUs on one channel (or 15 each on two), plus ad management up to $3,000 spend and a monthly margin report | $699 a month | Same |
| Ops Desk | For brands at $1M+ a year: daily operations across channels including daily Amazon and Walmart health checks, monthly reimbursement claims, weekly KPI review, written monthly report, named ops lead | From $1,499 a month (Launch), $2,499 (Growth), from $4,499 (Scale) | First term 3 months after the 14-Day Ops Foundation, then month to month with 30 days' notice |
| Account Health Watch (RELAY-05) | The routine above, built and documented in your own accounts for your team to run: daily checks, policy and pricing-rule checks, compliance vault, appeal preparation templates | $750 one time | 50% at start, 50% at acceptance; anything failing acceptance fixed free for 60 days; Module Care included on a monthly plan, otherwise 10% of build cost a year |
| Reinstatement appeal | Root cause, plan of action, documents, submission with your approval | $750 per case; $500 on a monthly plan | No promise of the outcome |
No exit fee. Prices exclude sales tax where it applies. Amazon fees, inventory, apps and ad spend are paid by you directly. Full terms are on our pricing page.
Founding offer: 20% off launch fees, add-ons and the Foundation, plus 20% off monthly plans for the first 6 months, for the first 25 clients or until Jan 31, 2027, whichever comes first.
For comparison, published prices elsewhere: SellerEngine lists monitoring plans at $240, $800 and $1,000 a month, with expedited plans of action at $500 to $1,400 on its custom plans (page modified Mar 16, 2023, viewed Oct 20, 2026). Eva lists account health and catalog management from $500 a month (pricing page modified Oct 3, 2026, viewed Oct 20, 2026).
Who is this for?
Three kinds of seller get the most from it.
- Brands selling $1M or more a year on Amazon who want one accountable team watching health every business day. Start with the free Profit Leak Scan, then Ops Desk.
- Smaller stores with a real product and stock to sell. Store Care covers daily health checks from $399 a month.
- Brands with their own operations staff who want the routine built into their accounts. Account Health Watch is $750, once.
It is not for anyone who wants a suspended account restored with tactics that break Amazon's rules, anyone buying or renting a seller account or anyone who needs a promised reinstatement.
If you also sell on Walmart, the same daily routine covers Walmart's eight performance standards: see Walmart account health management.
What the first two weeks look like
The first two weeks set a baseline and clear anything already open. In outline: you add our named users with the roles we list in writing; we confirm multi-factor authentication and record a baseline of your Account Health Rating, every metric, open notices and suppressed listings; we list every open notice with its deadline and start the compliance vault with the documents you already hold; then you get a ranked list of root causes with the fix and the owner for each. Your first written monthly report puts the baseline beside the current numbers.
Proof you can check before you sign
We are a new firm, and we will not invent proof. These are the commitments you can hold us to, in writing.
- Account health warnings acted on the same business day.
- First reply to any client request within 4 business hours, US Central, Monday to Friday. Urgent issues: first response within 1 hour. Any month in which fewer than 95% of first replies meet the 4-hour standard earns a 10% credit on that month's fee.
- Your named ops lead on the proposal before you sign.
- Weekly KPI review on a fixed day, written monthly report, quarterly review.
- Access removed within 24 hours of a team change or the end of the work. Handover pack within 5 business days of the end date. Data returned or deleted within 30 days.
- Every log, document and report stays in your accounts and in your name.
Watch: Amazon account health and the Buy Box in 2026
Characters are fictional. Voices are AI-generated.
1:26
Read the transcript Captions are on screen Characters are fictional. Voices are AI-generated.
Find health problems while they are still small
Talk to an Amazon specialist about your account in a free 30-minute session. No pitch deck. Brands at $1M+ a year can also start with a free Profit Leak Scan: a written report within 48 hours of working access (read-only), no sales call required.
+1 (469) 331-3129 · contact@ecomrelays.com · A real person replies within one business hour, 9am to 6pm US Central, Monday to Friday.
More on Amazon: Amazon store management · FBA reimbursements filed monthly · Amazon listing and catalog management · Amazon inventory and fees · Talk to an ops lead (free)
Sources: Sell on Amazon, "Selling policies," Oct 16, 2024 · PPC Land, Featured Offer eligibility change, Jul 7, 2026 · The Next Web, Amazon Selling Partner plugin, Sep 23, 2026 · Bloomberg Law, Amazon v. Perplexity, Nov 5, 2025 · Amazon Sellers Lawyer, account suspension and related accounts · SellerEngine account monitoring page, viewed Oct 20, 2026 · Eva pricing, modified Oct 3, 2026. All checked Oct 20, 2026. Amazon is a trademark of Amazon.com, Inc. or its affiliates. Ecom Relays is not affiliated with Amazon.
How much does Amazon account health management cost?
Daily account health checks are included in Store Care from $399 a month and in Ops Desk from $1,499 a month. If you have your own team, we build the Account Health Watch routine into your accounts for $750 once. Reinstatement appeals are $750 per case, or $500 if you are on a monthly plan. Monthly plans run a first term of 3 months, then month to month with 30 days' notice and no exit fee.
Do you need my Seller Central password?
No, never. You give our named team members their own access in Seller Central, through the route Amazon shows for outside service providers, and choose what each one can see and change. You keep the owner login. Our permissions exclude bank, payout and legal entity settings, every user has multi-factor authentication and access is removed within 24 hours of a team change or the end of the work.
How fast do you act on an account health warning?
The same business day. We read the notice, find the cause, draft the response or the fix and send it to you for approval. Urgent issues, such as a listing suppressed, orders not flowing or a notice with a short deadline, get a first response within 1 hour in business hours, 9am to 6pm US Central, Monday to Friday. Other client requests get a first reply within 4 business hours.
Can you prevent my account from being suspended?
No one can promise that, because Amazon makes the decision. What we can do is remove the common causes: we check every metric each business day, fix the operations behind them, keep your documents ready, never use shared logins or devices and never use tactics that break Amazon's rules. Most suspensions build up over weeks of small misses, and daily checks catch them while they are still small.
Can AI agents get my Amazon account suspended?
Not by themselves, but what they do in your account can. The risks are tools that log in with your password from shared servers, agents that do not identify themselves and bots that change listings, prices or policy replies without a person checking. Use official connections, set limits, approve risky actions and keep a log. Amazon's own seller plugin works that way, and so does every automation we run on your account.
Do you handle suspension appeals and plans of action?
Yes. We find the root cause, write the plan of action, gather the documents and submit with your approval, for $750 per case or $500 on a monthly plan. We do not promise reinstatement, because Amazon decides every appeal. If your case looks like one for a lawyer who specializes in Amazon suspensions, we say so before you pay us.
Does account health matter if I only use FBA?
Yes. Amazon handles shipping on FBA orders, so late shipment and cancellation rates mostly sit with Amazon, but chargebacks, A-to-z claims, negative feedback and every policy notice still count against your account. Amazon is also removing the separate seller eligibility gate for the Featured Offer during 2026, and analysts expect defects and chargebacks to weigh inside the ranking instead, so health is tied to sales as well as your selling privileges.
What is a good Amazon Account Health Rating?
Amazon describes the rating as a color-coded score from 0 to 1,000 and shows your status beside it on the Account Health page. Its public seller page does not publish the band cut-offs, so read the status and color on your own page. A good rating is one shown as healthy, steady week to week, with no open policy issues. The order metrics beside it have published targets: order defects under 1%, cancellations below 2.5% and late shipments under 4%.
Can working with you link my account to other sellers?
We keep every client separate. Each client is worked in its own isolated environment on company-managed devices, with named users, multi-factor authentication and no shared credentials. Shared logins, devices and networks are the signals that tie accounts together, and those are exactly what we keep apart. You can ask to see our access standard before you sign.
What happens if I stop working with you?
Give 30 days' notice by email after the first 3-month term. There is no exit fee. We hand over the health log, the compliance vault index and every open case within 5 business days of the end date, remove our access within 24 hours and return or delete your data within 30 days. Everything we built stays in your accounts.
Sources7 sourcesLast checked Oct 20, 2026
- 01sell.amazon.comSell on Amazon, Selling policies, Oct 16, 2024; checked Oct 20, 2026Primary
- 02ppc.landPPC Land, Jul 7, 2026: Amazon removing separate Featured Offer eligibility requirements, rollout complete by end of 2026; weighting of metrics is an analyst's reading, not Amazon's; checked Oct 20, 2026Vendor
- 03thenextweb.comThe Next Web, Sep 23, 2026, citing GeekWire on outside agents identifying themselves; checked Oct 20, 2026Primary
- 04news.bloomberglaw.comBloomberg Law, Nov 5, 2025; checked Oct 20, 2026Primary
- 05amazonsellerslawyer.comAmazon Sellers Lawyer, related-account signals; checked Oct 20, 2026Primary
- 06sellerengine.comSellerEngine: plans at $240, $800 and $1,000 a month; expedited plans of action $500 to $1,400 on custom plans; modified Mar 16, 2023; checked Oct 20, 2026Primary
- 07eva.guruEva published pricing, modified Oct 3, 2026; checked Oct 20, 2026Primary
Next step
Ask a real expert. Free.
A real person replies within one business hour, 9am to 6pm US Central, Monday to Friday.