About Account Health
The Account Health dashboard gives you a clear view of how you’re performing as a seller. Use it to monitor your Seller Performance and Account Standing, identify opportunities for improvement, and grow your business.
To access the dashboard, go to Seller Hub in the app or on web, then select Account Health from the menu.
On this page
What's in the Account Health dashboard?
The Account Health dashboard is split into two sections: Seller Performance and Account Standing. The Seller Performance section is only shown to sellers to help you monitor key performance metrics for your business, while the Account 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 Scan Rate: This is the percentage of orders that you ship and scan within two business days. Whatnot uses dropoff scans from the carrier and seller-provided proof-of-dropoff using our in-app shipment scanner or Whatnot manifest to determine if a shipment is on-time. If your rate remains significantly below 80% for an extended period, your account may be penalized.
- Refund-Free Rate: This is the percentage of orders completed without a refund or replacement tied to a seller-side issue. A seller-side issue includes orders that were never shipped, and cases where a buyer escalated a case to Whatnot and we determined the issue was due to seller-fault. Refunds and replacements you resolve yourself don't count against this rate, unless the order was never shipped. If your rate remains below 97% for an extended period, your account may be penalized.
- Cancellation-Free Rate: This is the percentage of orders that have not been cancelled by you. Cancellations in response to buyer requests, or due to Breaks not filling are excluded from this calculation. If your rate remains below 99% for an extended period, your account may be penalized.
We consider these performance metrics essential indicators of seller success on Whatnot. By keeping your rates high and resolving issues early, you’ll build buyer trust, stay in good standing, and grow a healthy community around your business.
You can explore each metric in more detail by clicking into the rates from the Account Health dashboard. These dedicated pages show your performance history across individual order weeks, highlight recent issues, and offer tips to help you improve.
How to read your On-Time Scan Rate history
Your On-Time Scan Rate history chart shows the percentage of orders we considered on-time for each of the past 12 weeks. It helps you track how consistently you’re meeting Whatnot’s shipping policy—which requires orders to be dropped off and scanned by the carrier within two business days of sale—and brings focus to weeks deserving attention.
Why the chart might change
Because scan data updates in real time, your weekly rates may shift as new signals arrive. Because it can take time for scan signals to arrive from carriers, we’ll wait before evaluating orders. Rates will display as projected during this time:
- If a carrier or seller-provided scan shows the drop-off happened on-time, we update the order’s on-time scan status
- This update is reflected on the chart based on the date the order was placed, not when the scan was received
What to focus on
We evaluate your performance based on the final status of each order, in order to capture the most accurate information available. Focus on your overall trends and aim to consistently drop-off packages within two business days of sale. Use our in-app shipment scanner at drop-off within two business days to reduce the risk of missed carrier scans.
How to read your Cancellation-Free Rate history
Your Cancellation-Free Rate history chart shows the percentage of your orders completed without seller-fault cancellations over each of the past 12 weeks. Buyer-initiated cancellations, and cancellations when a Break does not fill not included.
Here’s how it works
- Orders are considered cancellation-free by default
- If a qualifying seller-fault cancellation occurs, we flag that order and update the cancellation-free rate for the week the order was placed
What to focus on
- Only list items you have on hand to avoid cancellations
- Inspect your items before listing to ensure they are as described prior to purchase
- Keep your inventory up to date to avoid overselling
- Ship all items within the expected handling time
How to read your Refund-Free Rate history
Your Refund-Free Rate history chart shows the percentage of your orders completed without seller-fault refunds due to a seller-side issue over each of the past 12 weeks. For sellers onboarded to Seller Provided Support, refunds and replacements you resolve yourself aren't included in this calculation unless the order was never shipped. If a case is escalated to Whatnot and we determine there was a seller-fault issue, that counts against your Refund-Free Rate.
Here’s how it works
- Orders are considered refund-free by default
- If a qualifying seller-fault refund occurs we flag that order and update the refund-free rate for the week the order was placed
What to focus on
- Accurately describe each item’s condition in your listings
- Package items carefully to prevent damage in transit
- Double-check orders before shipping to avoid wrong-item issues
- Respond promptly to buyer concerns to resolve issues before they escalate to Whatnot
Account Standing
In the Account Standing section, you can track any warnings or violations of our Community Guidelines from the last 180 days, including details and actions taken on your account.
If you’ve received a warning, further violations may lead to additional or more severe penalties.
Review the details in your Account Health dashboard, check emails from Trust & Safety, and visit our Community Guidelines to help prevent future policy issues.
Learn more about our enforcement actions and 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 a penalty was applied in error, you can appeal by logging in to Whatnot and going to the Policy Standing section of your Account Health dashboard.
Learn more about our enforcement guidelines and appeals process here.
How does Seller Provided Support (SPS) impact my Account Health?
Your SPS Response Rate is monitored as part of Account Health. If your rate for the previous week falls below 80%, you may receive a warning on your account.
After three warnings, if a seller’s rate continues to fall below 80%, they may be subject to additional account actions including temporary loss of the SPS feature and an increase of 2% to their commission rate.
Was this article helpful?
Thanks for your feedback!