Amazon AHR Customer Service Points: Three FBM Metrics, Up to 12 Points
Amazon says sellers can now earn up to 12 Account Health Rating points from three customer-service metrics on FBM orders where the seller handles customer service directly. Below-average results do not reduce AHR or restrict selling privileges.
The three metrics are buyer contact rate below 0.50%, average contact response time under 12 hours, and buyer dissatisfaction below 4.5%. Amazon describes a combined maximum of 12 AHR points; it does not assign a fixed point value to each metric in the announcement.
The three customer-service metrics
| Metric | Amazon threshold | What the announcement says |
|---|---|---|
| Buyer contact rate | Below 0.50% | Refund or replacement contacts, excluding change-of-mind and items-shipped contacts. |
| Average contact response time | Under 12 hours | Average time taken to respond to buyer contacts. |
| Buyer dissatisfaction rate | Below 4.5% | Survey responses rated 1 or 2 out of 5. |
Who this applies to
This is an FBM customer-service measure for orders where the seller handles customer service directly. It should not be presented as an FBA performance change or as evidence that every seller has 12 points waiting to be claimed.
Amazon says these metrics can only improve AHR. Below-average results will not restrict selling privileges under this feature. That does not remove the need to meet Amazon’s other account-health policies.
Where to find the data
Amazon directs sellers to Feedback Manager → Customer Service Quality Insights. Start there before changing workflows. A useful review separates avoidable contacts from product, listing, delivery and expectation problems rather than treating every contact as a support-team issue.
A weekly operator check
- Read the three current metric values in Customer Service Quality Insights.
- Separate refund/replacement contacts from excluded reasons.
- Inspect response-time outliers, including weekends and hand-offs.
- Read low survey responses for a repeated cause.
- Fix the upstream listing, delivery or process issue before adding scripts or headcount.
The public decision is straightforward: know the thresholds and inspect the source of each miss. The exact support workflow, templates and account cadence are part of the MethodFBA operating system.
Primary source
Amazon, “Your Account Health Rating now rewards great customer service”, published 4 September 2026: read the Amazon announcement. Amazon’s post does not state a separate effective date. Reviewed 20 September 2026.