> ## Documentation Index > Fetch the complete documentation index at: https://docs.sourcedock.io/llms.txt > Use this file to discover all available pages before exploring further. # Account health, in depth > Every Account health number for one made-up store, with the math, the colors, the desk card, and the plans that include it. > [!NOTE] > > **Scenario for this page:** the demo store before its first Account Health check. SourceDock hasn't stored a check for it yet, so the pictures show what any store sees before the first check. Find it in the demo login: press **H**, or open the picture menu and pick **Health**. The numbers in the walk below are a made-up store, Harbor Toys. Your store is Harbor Toys. You sell the BrightMix blender. Its ASIN is B0EXAMPLE1. An ASIN is Amazon's id for one product. The health page does not name the blender. It shows the whole seller account. Click your picture at the end of the bar, then choose **Health**. Or press Ctrl K (Command K on a Mac). The search says **Jump or search...**. Pick **Account health**. Or press **H** anywhere in the app. The H key works when Health is in the picture menu or on the bar. **Health** starts in that picture menu. To put it on the bar, open **Account**, then **Features**. Under **Navigation bar**, click the **Health** tile. Its hover says **Add to the bar**. If you have two or more stores, the top bar shows a short code, such as "US". Open it. The menu title is **Pick a store**. This page then shows that store. ## Harbor Toys at 2:14 PM SourceDock last read Amazon today at 2:14 PM ET. The check before that was today at 11:02 AM ET. You did not press a button. SourceDock asks Amazon about every 3 hours, and nothing you do starts a check. A failed check saves nothing, so the last good check stays. The next try waits about 3 hours. The page reads the saved checks again every 15 minutes. The numbers change only when a new check is saved. The heading reads **Account health.** Then it reads "Good. Last checked 2:14 PM ET." A check from today shows the time only, with ET on the end. A check from another day adds the month and day, like "October 27 at 2:14 PM ET". ## Account Health Rating The big number is "248". Beside it is **/ 1,000**. The chip says **Good**, in capital letters. The number is green. Under it, the label reads **Account Health Rating**. 248 is Amazon's score, rounded to a whole number. 247.6 would show as 248. 247.4 would show as 247. A missing score is never turned into 0. The bands use that whole number: | Score | Chip | Color | | - | - | - | | 200 to 1,000 | **Good** | Green | | 100 to 199 | **At risk** | Amber | | Under 100 | **Critical** | Red | 248 is at least 200, so the chip is **Good**. The bar runs from 0 to 1,000. The mark sits at 248 ÷ 1,000 = 24.8% of the way across. The red piece is the first 100 points, which is 10% of the bar. The amber piece is the next 100 points, another 10%. The rest is green, so your mark sits a little way into the green. The ticks read **0**, **100**, **200**, and **1,000**. The dot by **Health** uses this same band, so yours is green. It does not look at complaints or late orders. A green dot can sit next to a red warning line. If Amazon sends no score, the big number and the bar are hidden. The line says **Amazon didn't send a rating.** The dot is gray. Click **Open Account Health in Seller Central** to see Amazon's own page in a new tab. A US store opens `sellercentral.amazon.com/performance/dashboard`. A Canada store opens `sellercentral.amazon.ca/performance/dashboard`. A Mexico store opens `sellercentral.amazon.com.mx/performance/dashboard`. ## Account status The same card lists **Account status**. It has one row per marketplace Amazon sent. Harbor Toys shows three. They sort as US, then Canada, then Mexico. | Code | Name | Dot | Words | | - | - | - | - | | US | United States | Green | **Normal** | | CA | Canada | Amber | **At risk** | | MX | Mexico | Green | **Normal** | **Normal** means Amazon lets you sell there. **At risk** means Amazon may stop the account there. **Deactivated** means you cannot sell there right now, and it shows in red. Any other word Amazon sends shows as that word, in red too. Your Canada row is the one to open in Seller Central. The US and Mexico rows are fine. If Amazon sends no rows, the card says **Amazon sent no account status.** The card also says **Last checked**, then "2:14 PM ET" in bold. That is the same 2:14 PM ET check. ## Intellectual property Two counts sit side by side. They are not part of **Other policy issues**. **IP complaints received** is "2". It is red because it is more than 0. The line under it says **Brand or rights owners told Amazon about a listing**. A brand told Amazon that a listing broke their rights. Yours is the BrightMix blender. The page does not name it, but Seller Central does. The last check had 1 complaint. This check has 2. 2 − 1 = 1, so the chip says "1 new since last check", with an up arrow, in red. A new complaint can lower your rating. **Suspected IP violations** is "0". It stays the normal text color, and above 0 it would turn red. The line under it says **Flagged by Amazon before any rights-owner complaint**. Amazon itself flagged listings, and no owner had to write in. The rise is 0 − 0 = 0. The chip says "None new since last check", in gray, with no arrow. Both counts compare with the 11:02 AM ET check. The card header says "vs 11:02 AM ET check". If an older check had no number for a count, that count looks further back to the newest check that has one. If both counts look back to the same older check, the header names that check. The chips still say "since last check". If the two counts look back to different checks, the header is hidden. Then each chip names its own check, like "1 new since the October 27 at 9:40 AM ET check". If today's check has no number for a count, the big number shows **-** and there is no chip. If no older check has that count, the chip is hidden too. A count that falls does not show a minus. The chip still says none new, and the big number is today's count. Each count is rounded to a whole number, so 1.6 would show as 2. At the bottom of this card is the status line. The Desk card shows the same line. See "What the warnings mean" below. ## Other policy issues This card starts closed. Its header shows one total, then the word **open**. Click the header to open the list. Harbor Toys: | Row | Count | | - | - | | **Listing policy violations** | 1 | | **Product authenticity complaints** | 0 | | **Product condition complaints** | 0 | | **Product safety complaints** | 0 | | **Restricted product violations** | 0 | | **Customer review policy violations** | 0 | | **Food and product safety issues** | 0 | | **Other policy violations** | 0 | | **Document requests** | 0 | | **Policy warnings** | 2 | Add the numbers Amazon sent: 1 + 2 = 3. The zeros add nothing. The header shows "3" in amber, then **open** in gray. The number turns amber at 1. A total of 0 stays gray. While the card is closed, one sentence names only the rows above zero. It says "1 listing policy violation, 2 policy warnings." Open the card and every row is there, zeros included. A row Amazon left out shows **-**, and it is left out of the 3. Nine of these rows are Amazon's defect count. **Policy warnings** is Amazon's warning count. Each is rounded to a whole number. If every count Amazon sent is 0, the closed card says **None open.** If Amazon sent none of the ten, the header shows **-** and the line says **Amazon sent none of these counts.** These are account totals. They do not name the blender. Open Seller Central for the listing. ## Customer service The card title is **Customer service**. Beside it: "Order defect rate · target under 1%". Those target words come from the first row, **FBA orders**. FBA means Amazon stores the goods and ships the order. Amazon sent a target of 0.01 and the condition "less than". 0.01 × 100 = 1, so the words are "under 1%". **FBA orders** is "0.50%", with a green check. Amazon sent the rate 0.005. 0.005 × 100 = 0.50, and the page keeps two decimals. Amazon also counted 4 orders with a defect, out of 800 orders. 4 ÷ 800 = 0.005, which matches the rate. Hover the percent and it says "Amazon counted 4 of 800." A defect here is a bad review, an A-to-z claim, or a chargeback. An A-to-z claim is a buyer's claim through Amazon. A chargeback is the buyer's bank taking the payment back. The bar runs from 0% to twice the target. Twice 1% is 2%. The middle line is the limit. 0.50 ÷ 2 = 0.25, so the fill is 25% of the bar. That is halfway to the middle line. The labels read **0%**, "1% limit", and "2%". A rate of 2% or more fills the whole bar. A rate of 0 fills none. A good row's fill is green, and a bad row's fill is red. **Seller-fulfilled orders** is "1.48%", in red, with a red triangle. Seller-fulfilled means you ship the order yourself. Amazon sent the rate 0.0148. 0.0148 × 100 = 1.48. Amazon counted 3 orders with a defect, out of 203. 3 ÷ 203 is about 0.0148, so the hover and the percent agree. The percent is always Amazon's own rate, and the hover shows Amazon's own counts. The target is still under 1%. 1.48 is past 1, and Amazon marked this row BAD. The fill is 1.48 ÷ 2 = 74% of the bar, past the middle line. Amazon's own GOOD or BAD always wins. If Amazon says GOOD, you get the green check even when the rate is over the target. Only when Amazon sends neither does the page hold the rate to the target. Then "under" means the rate must stay below it, and a rate that equals the target misses. The page does not print the start or end dates of Amazon's window. The hover says Amazon counts this over its own recent window. If Amazon had no orders, the figure says **No orders**, not 0.00%, and the bar is hidden. If the rate itself is missing, you see **-**. If Amazon sends no order defect rate at all, the card says **Amazon sent no order defect rate.** ## Seller-shipped orders This card is for orders you ship yourself. Amazon holds each rate to the target it sent. | Row | Amazon's rate | On screen | Counts in the hover | Target line | | - | - | - | - | - | | **Late shipment rate** | 0.015 | "1.5%" | 6 of 400 | "Target under 4%" | | **Cancellation rate** | 0.005 | "0.5%" | 2 of 400 | "Target under 2.5%" | | **Valid tracking rate** | 0.975 | "97.5%" | 390 of 400 | "Target over 95%" | | **On-time delivery rate** | 0.80 | "80.0%" | 312 of 390 | "Target over 90%" | These four use one decimal. 0.015 × 100 = 1.5. 0.80 × 100 = 80.0. A trailing zero stays on this card. The order defect card would have printed 80.00%. **Late shipment rate** is orders you shipped after the ship-by date, out of seller-shipped orders. 6 of 400 is 1.5%. The target 0.04 reads "under 4%". 1.5 is under 4, and Amazon said GOOD, so you get a green check. **Cancellation rate** is seller-shipped orders you canceled before they shipped. 2 of 400 is 0.5%. The target 0.025 reads "under 2.5%". You are under it, so you get a green check. **Valid tracking rate** is packages with a tracking number Amazon could follow. The target 0.95 reads "over 95%", so you need to be above 95%. 390 of 400 is 97.5%, which is above it. Green check. **On-time delivery rate** is packages that arrived by the date Amazon promised the buyer. The target is over 90%. 312 of 390 is 80.0%, which is below 90%, and Amazon said BAD. The number is red, with a red triangle. This card has no bar. The target sits under each name. Late shipment and cancellation are out of orders. Valid tracking is out of shipments. On-time delivery is out of shipments that had tracking Amazon could follow. That is why on-time is 312 of 390, not 312 of 400. If you have no seller-fulfilled orders and no late-shipment orders, this whole card is hidden. **Customer service** then shows **FBA orders** only. ## The desk On the Desk, the round picture is the **SourceDock Flywheel**. Its pill says "Account health: Good". That is the band name, not 248. The pill is green. At risk is amber, and Critical is red. With no band yet, the pill says **Account health**, in gray. ![The green ring in the middle of the Desk wheel, with Came back to you \$1,572.75 and Sales \$605.00, and at the bottom a gray pill with a heart icon that says Account health.](https://mintcdn.com/sourcedock/4cpclnZ0nomRxBsq/images/deep-dives/account-health-in-depth/03-demo-health-pill.png?fit=max\&auto=format\&n=4cpclnZ0nomRxBsq\&q=85\&s=3b2b45fedbff8b6539a9f4a7cf470349) Demo store before its first check: the middle of the wheel. Notice the pill at the bottom says just Account health, in gray, because there is no band yet. The pill is there on any plan that includes Account health. You do not turn it on. It opens this page. The health card is separate. Open **Account**, then **Features**, then **Desk**. Turn on **Health strip on desk**. It is off until you do that, and it shows only on a plan with Account health. The card takes the place of **Needs you**. Turn it off and **Needs you** comes back. The card for Harbor Toys, in order: * **Account health**, then "Checked 2:14 PM ET". The page says **Last checked**. The Desk says **Checked**. It is the same time. * "248" and **Good**, in green, with a short bar and no ticks. * **IP complaints** "2", in red. The page says **IP complaints received**, and the Desk says **IP complaints**. The small chip is "1", in red, with an up arrow. Hover it, and it says how many more Amazon counts now than at SourceDock's 11:02 AM ET check. * **Suspected IP violations** "0", with a gray "0" chip. * **Other policy issues** "3", in amber. This one has no "new" chip. * "1.48%" with the label **ODR, seller-fulfilled**. The Desk shows one order defect rate, the higher one. 1.48% is higher than 0.50%, so the seller-fulfilled row wins. It is red because that row is bad. A row that is not bad stays the normal text color. A tie keeps **ODR, FBA**. If you ship only through FBA, the label says **Order defect rate**. * The chips "US", "CA", and "MX", with the same dots. The words under them are "CA at risk". Only marketplaces that are not **Normal** are named. If all of them are **Normal** and you have more than one, it says **All marketplaces normal**. One normal marketplace says **Account normal**. * **Details**. The whole card opens the health page. When the band is **At risk**, the card's border turns amber. When it is **Critical**, the border turns red. Under the figures, one line uses the worst news. Yours says: "1 new IP complaint since the 11:02 AM ET check. Canada is at risk." The complaint is red. Canada at risk is amber. Red wins, so the line is red and bold, with a triangle. A green check and gray words mean nothing in that line is wrong. The words are then **No new problems since the last check.** On the very first check they are **This is SourceDock's first check of this account.** The dot by **Health** stays green, because 248 is **Good**. Read the line, not only the dot. ## What the warnings mean The status line can stack three kinds of news. Old numbers come first. A new problem comes next. Then comes each marketplace that is not **Normal**. Old numbers: if the newest check is more than 12 hours old, the line adds an amber warning. It reads like "SourceDock couldn't check this account since 2:14 PM ET. These numbers are from that check." That is about four missed checks. It happens when checks keep failing, or when the store's Amazon link stops working. You still see the last good numbers, but you cannot start a check. A new problem is a higher IP complaint count, a higher suspected IP count, or a rating band that fell. Your line has the new complaint. The band did not fall, since 248 is still **Good**. A band drop reads like "Rating dropped from Good to At risk since the 11:02 AM ET check." Marketplace words look like "Canada is at risk." A deactivated row would say "Mexico is deactivated." What to do: click **Open Account Health in Seller Central** and work the row Amazon marked. SourceDock only reads these numbers. It does not fix them for you. The same **Health strip on desk** switch also turns on an alert. It shows on [Alerts](https://docs.sourcedock.io/desk/alerts.md), at the top, while **Everything** is selected. The button says **Open Health**. Your alert title is "1 new IP complaint". A new complaint is the title even if the band also fell. The line under it is "Account health · rating 248, Good". A suspected IP rise does not make this alert. It does show on the status line. A band drop with no new complaint uses a title like "Rating dropped from Good to At risk". The alert shows the newest band drop or new IP complaint from the last 7 days. A drop counts only while your band is still below the band you fell from. Its title runs from that band to today's band. Say the next check is 80. That is Critical, so the title becomes "Rating dropped from Good to Critical". Say the check after that is 172. That is At risk, still below Good, so the title reads "Rating dropped from Good to At risk". If you climb back to 200 or more, that drop no longer counts. The alert then goes back to your new IP complaint, as long as that complaint's check is less than 7 days old. The X button on the alert says **Hide for 7 days**. Hiding it does not change the health page. A newer drop or complaint shows up again, even if you hid the old one. ## When something is missing No store yet: the page says **Connect an Amazon store first.** Then it says SourceDock checks its Account Health about every 3 hours. The link is **Open Connections**. Still loading: you see gray blocks, and the Desk card shows gray bars. There is no number yet, and the dot is gray. No check stored: the page and the Desk card say **SourceDock hasn't checked this account yet.** Under that: **SourceDock checks Amazon about every 3 hours, so the first numbers show up soon.** ![The Account health page with no numbers. It says SourceDock hasn't checked this account yet. SourceDock checks Amazon about every 3 hours, so the first numbers show up soon.](https://mintcdn.com/sourcedock/4cpclnZ0nomRxBsq/images/deep-dives/account-health-in-depth/01-demo-not-checked-page.png?fit=max\&auto=format\&n=4cpclnZ0nomRxBsq\&q=85\&s=48c73d27e7ce7dc9a7ab76b5ed4d7a0d) Demo store before its first check: the health page. Notice it says SourceDock hasn't checked this account yet, and shows no score. ![A Desk card titled Account health that says SourceDock hasn't checked this account yet, and that the first numbers show up soon, with Details at the bottom right.](https://mintcdn.com/sourcedock/4cpclnZ0nomRxBsq/images/deep-dives/account-health-in-depth/02-demo-not-checked-desk.png?fit=max\&auto=format\&n=4cpclnZ0nomRxBsq\&q=85\&s=2b479f9e3887824197d7e564e4fb3cd8) Demo store before its first check: the Desk card. Notice it says the same words as the page, with a Details link. The page fails to load: it says **Account health did not load. Try again in a minute.** The Desk read fails: the health card goes away and **Needs you** comes back. The flywheel pill stays. It says **Account health** in gray until a good read returns a band. The plan does not include it: the page says **Please update your plan to Pro.** The button says **Update your plan**. The **Health** item stays in the menu, and its dot is gray. A team member sees **Account health is included on Pro**. Under that: **Ask the account owner to choose Pro to turn it on.** There is no plan button. The plan paused: on Pro or Flagship, if a payment failed past the grace window, the page says **Account health is paused**. Then: **Nothing was deleted. We could not take payment - update your card and this turns straight back on.** The button says **Update payment**. With no plan, it says **Account health pauses without a plan**. Then: **Nothing was deleted. Choose a plan to turn this back on.** The button says **See plans**. If SourceDock has set a day to delete your store's Amazon data, the second line names that day instead. It asks you to pick a plan before then. A team member whose owner has no plan sees **Account health is paused**. Then they are told nothing was deleted, the owner's plan has ended, and to ask the owner to choose a plan. A failed payment still leaves the page on for 3 days. After that, you get the paused screen. A Premier plan that pauses sees **Please update your plan to Pro.** instead. ## Which plans include it **Pro** includes Account health. **Flagship** includes it too. **Premier** includes it while the trial is still running. A trial from checkout lasts 14 days. A trial you set to end still includes it until that end. A Premier plan that was already paying when Account health moved to Pro keeps it. It keeps it on that same plan, while the plan still lets you in. A new Premier plan has it only during the trial. After the trial, Premier shows **Please update your plan to Pro.** To share the page, open **Account**, then **Team**. Under **Pages**, turn on **Health**. Health is on or off, with no view-only choice. See [Team members](https://docs.sourcedock.io/get-started/team.md). This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.