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, head to the Seller Hub in-app or on web, and you’ll see Account Health in the menu. Or click here.
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:
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- On-Time Scan Rate: This is the percentage of orders that you ship and scan within our expected timeline (most sellers are required to ship orders out within 2 business days of sale). If your rate remains significantly below 80% for an extended period, your account may be penalized and your selling access may be revoked. (Previously called On-Time Shipment Rate.)
- Defect-Free Order Rate: This is the percentage of orders that have not been cancelled by the seller or had issues leading to a refund or cancellation (e.g. you described the item’s condition in your show as perfect, but it arrived with flaws). If your rate remains below significantly 95% for an extended period, your account may be penalized and your selling access may be revoked. (Previously called Fulfillment Success Rate.)
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 to find the Account Health dashboard
Head to the Seller Hub in-app or on web, and you’ll see Account Health in the menu. Or click here.
What happens if your seller performance drops
People should get what they buy and in a timely manner. A great buyer experience helps build buyer trust on Whatnot, benefitting all sellers. If your Seller Performance drops, we’ll reach out with steps to improve—and if it continues, your account may face restrictions.
How Whatnot gets in touch about Performance and Policy issues
Any Community Guidelines violations or Seller Performance issues will be reflected in your Account Health dashboard, you’ll also receive an email from trustandsafety@whatnot.com.
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.