Note - this dashboard is currently in Beta, meaning not all users have access to it. If you can’t find the dashboard when you log in to whatnot.com and go to the Seller Hub, you haven’t gained access to it yet. We’ll be rolling it out to all users in the near future.
About Account Health
The Account Health dashboard is a one-stop-shop for you to see how you’re performing as a seller. Through this, you can monitor your Seller Performance and Policy Standing and better understand opportunities to improve and grow your business.
To find the dashboard, log in to Whatnot.com and head to the Seller Hub. In the left-hand side bar, click on “Account Health”.
What's in the Account Health dashboard?
The Account Health dashboard is split into two sections: Seller Performance and Policy Standing. The Seller Performance section is only shown to sellers to help you monitor key performance metrics for your business, while the Policy Standing section helps all users monitor Community Guidelines violations.
Seller Performance
Your Seller Performance is a key indicator of the quality of customer experience you offer. Offering a great customer experience increases your chances of gaining repeat customers, which helps your business grow in the long run. In the Seller Performance section of Account Health you’ll see the following:
-
- On-Time Shipment Rate: This is the percentage of orders that you ship within our expected timeline (most sellers are required to ship orders out within 2 business days of sale). If your rate remains below 80% for an extended period, your account may be penalized and your selling access may be revoked.
- Fulfillment Success Rate: This is the percentage of orders that have not been cancelled by the seller or had issues leading to a refund (e.g. you described the item’s condition in your show as perfect, but it arrived with flaws). If your rate remains below 95% for an extended period, your account may be penalized and your selling access may be revoked.
We want you to succeed! If you’re having Account Health issues, we'll send you reminders to check your dashboard to more specifically understand how to improve your rates.
We consider these to be key indicators of seller success on Whatnot. By keeping your rates high and avoiding issues, you’ll ensure your business and community continue to grow on Whatnot.
Policy Standing
In the Policy Standing section, you’ll be able to track your account’s violations of our Community Guidelines, including the details and history of any Community Guidelines violations and actions on your account. You can learn more about our enforcement system in What Actions We Take.
FAQs
Where can I find the Account Health dashboard?
This dashboard is currently in Beta, meaning not all users have access to it. If you can’t find the dashboard when you log in to whatnot.com and go to the Seller Hub, you haven’t gained access to it yet. We’ll be rolling it out to all users in the near future.
Does this change anything else about my experience?
The dashboard will be available for you to access by logging into your account on desktop and navigating to Account Health at any time. Once you get dashboard access, we’ll help you stay on top of your shop’s health by sending you notifications in-app and via email if one of your shop’s key Performance Rates drops too low, or if you have a new Policy Standing violation.
I have a violation on my Account Standing that I want to appeal; what should I do?
If you believe that an enforcement action has been taken against you in error, please reply directly to the email you received with relevant information and we will review your appeal.
You can also check out our What Actions We Take article to learn more about our enforcement guidelines and appeals process.
What are the Customer Service Rates?
The Customer Service feature gives sellers more control over their business by enabling them to manage the post-purchase experience directly. The Customer Service rates will help sellers track their key metrics that matter for their buyers, such as Customer Service Response rate.
The Customer Service program is still in Beta, and we are in the process of defining which rates will be most useful for our sellers to monitor their buyers’ experiences. These rates will be populated once we’ve finalized these rates. In the meantime, you can check out our Customer Service Inbox article to learn more.