Amazon will not take responsibility for a failed connection between Shipstation and Amazon for tracking numbers and thus has caused us to go over 4% and lost all Buy Boxes.

Renewed connection on 07/26 from Amazon's website. It went through and was good until 07/26/2025. It said Active on the page. We believed what Amazon's site said. On 07/28 found an email regarding risk of cancellation. Confused logged in and sure enough late shipments. The tracking for these were put into the batch from 07/26 to all marketplaces and websites from Shipstation. We 100% shipped on time and verified tracking on time. So before updating the connection and adding tracking, reached out to Amazon support to let them know what happened so they could look at real time where it showed it was Active. I proceeded to run connections from Shipstation to Amazon and found errors in the app, screenshot them and ready to provide as proof to Amazon. The rep couldn't help so I decided to update connection on 07/28 by disconnecting it on Amazon and doing it directly from Shipstation. It worked. I proceeded to update the tracking. The exact % over the 4% which was I believe 4.44% came into play and we lost buy boxes.

Attempted to resolve this matter multiple times through Amazon support cases. Attached original screenshots of everything, along with on time scans on 07/26 showing the packages were in fact shipped on time. Amazon's support would ignore the issue and suggest we mark packages to ship on time. What a very rude and arrogant thing to say. As if we just started selling on Amazon yesterday. Totally ignored the details and wouldn't take responsibility for their site.

As a business, you need to admit when you make a mistake a fix it. It's very unprofessional to dance around it and blame us. If you expect us to help our customers in such a way, we expect you to do the same when you mess up.