Account Health
Account health shows how well a seller is serving customers, based on cancelled orders, customer ratings and reports. Sellers use it to spot problems early, and the admin uses it to find sellers who need attention.
Check your account health
Sellers go to Performance >> Account Health in the Seller Panel.
The page shows:
- Overall Health — Healthy, At Risk or Unhealthy. It follows the worst of the metrics below.
- Health Score — a score out of 100.
- Order Cancellation Rate — the share of your ordered items that were cancelled in the last 30 days, whether you, the customer or the admin cancelled them.
- Customer Feedback — your average rating from approved reviews of your shop in the last 90 days.
- Flags — reports raised against your shop by customers in the last 90 days. It appears when seller reporting is switched on.
Each metric is marked Good, Needs Attention or Critical, or No Data when there is nothing to measure yet.
Refresh the figures
Click Refresh now to recalculate. You can refresh again after 60 minutes. Team members need the Refresh Account Health permission.
See how the score is worked out
Click How is this calculated?. The guide explains each metric and has a live calculator where you can try different values. Nothing you enter is saved.
What each metric needs
| Metric | Good | Needs Attention | Critical |
|---|---|---|---|
| Order Cancellation Rate | Below the warning rate | At or above the warning rate | Above the critical rate |
| Customer Feedback | 4.0 or higher | 3.0 to 3.9 | Below 3.0 |
| Flags | Well under the red flag limit | Approaching the limit | Close to or over the limit |
The warning and critical cancellation rates and the red flag limit are set by the admin in Moderation & Health.
How the score works
- The 100 points are shared equally between the metrics that count: cancellations always, feedback once the seller has reviews, and flags when reporting is on.
- A perfect metric earns its full share. A poor one takes points away.
- A score of 67 to 100 is Healthy, 34 to 66 is At Risk, and 0 to 33 is Unhealthy.
Because Overall Health follows the worst metric, a seller can have a high score and still be marked Unhealthy when one metric is critical.
When the figures change
Account health is stored when it is refreshed:
- the seller clicks Refresh now;
- the admin clicks Refresh Account Health on the seller's row, or uses it as a bulk action.
When subscription plans are on, every seller is also refreshed once a day by the store's scheduler. Until a seller is refreshed for the first time, the admin's list shows Not calculated.
For the admin
Go to Marketplace >> Sellers. The Account Health column shows each seller's score and band, their cancellation rate, rating and flags.
- To find sellers who need attention, click Filter and choose Unhealthy or At Risk under Account Health.
- To recalculate, click the Refresh Account Health icon on a row, or tick several sellers and use Select Action >> Refresh Account Health.
The list shows the band of the score, so it can say Healthy while one of the seller's metrics is critical. Open the seller's Account Health page with Login as Seller to see each metric.
Keep your account healthy
- Keep stock accurate so you don't have to cancel orders.
- Describe products honestly so customers get what they expect.
- Answer customer messages quickly and resolve returns fairly.
- Read reviews and flags to see what customers are unhappy about.