What should you do when Account Health Assurance contacts you?
Authenticate the contact, preserve the notice, identify the exact policy or performance issue, and activate a named response owner immediately. Amazon introduced Account Health Assurance to provide proactive outreach and one-on-one help for enrolled sellers when an account is at risk, but enrollment does not remove the seller's responsibility to resolve violations and meet policy requirements.
Prepare the workflow before an incident. A rushed team is more likely to send inconsistent explanations, incomplete documents, or promises it cannot verify.
Maintain an account response file
- Current Account Health Assurance enrollment or badge status for each marketplace and legal entity.
- Primary and backup contacts, approved phone numbers and email addresses, working hours, and decision authority.
- Performance notifications, Account Health Rating details, affected ASINs or orders, policy links, and case IDs.
- Invoices, supply-chain records, licenses, product-safety files, listing history, buyer communications, and fulfillment evidence.
- Prior corrective actions, verification results, owner, due date, and evidence-retention location.
Authenticate outreach before sharing information
Cross-check the issue and case inside Seller Central, use published support paths, and confirm that the caller or message can be tied to the account notice. Do not disclose passwords, one-time codes, bank credentials, or unrelated business records to an unverified contact.
If the contact cannot be authenticated, document the attempt and open a case through the official account channel. Security controls remain necessary even when a message creates urgency.
Use a fact-based response sequence
- Scope the marketplace, account, ASIN, order, date range, policy, and customer impact.
- Contain the immediate risk by pausing an offer, correcting content, preserving inventory, or stopping the affected process when appropriate.
- Describe the root cause without speculation and attach only relevant, legible, consistent evidence.
- State completed corrective actions, preventive controls, owners, dates, and how effectiveness will be verified.
- Log the call, case, documents, commitments, deadline, follow-up, and final account status.
Know what the program does not guarantee
Account Health Assurance is not immunity from deactivation and does not make every seller, marketplace, or violation eligible for the same process. Do not ignore a performance notification because the account previously showed an enrollment badge or received proactive support.
Eligibility, rating requirements, contact practices, response windows, and program terms can change. Verify the current badge, notice, Account Health page, and Seller Central instructions for the affected account instead of relying only on the original public announcement or an older incident playbook.