Premium shipping suspended, Any Ideas?
Amazon have suspended my premium shipping as I had 2 premium shipments fall outside of the promised delivery time - one was shipped Friday with DHL and delivered Monday as per their guarantee, and the other one the customer rescheduled their delivery for a couple of days later - this then meant that in the eyes of Amazon the parcel was 'late'
I emailed Amazon explaining all of this and they came back a couple days later with the email below
We received your submission but do not have enough information to reactivate your Premium Shipping options eligibility at this time. To re-enable this feature, send the following information:
-- Greater detail on the root causes of not maintaining On-Time Delivery of 97% or higher in the past 30 calendar days.
-- Greater detail on the actions you have taken to resolve On-Time Delivery issues.
-- Greater detail on the steps you have taken to prevent On-Time Delivery issues going forward.
-- Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Now neither of the premium delivery delays have been our fault - I know that Amazon does not care about fault but I have explained all of the information they are asking for in my first email - do I explain it again, just a little slower, and broken down into the headings that they have given me?
Any insight would be amazing?
Premium shipping suspended, Any Ideas?
Amazon have suspended my premium shipping as I had 2 premium shipments fall outside of the promised delivery time - one was shipped Friday with DHL and delivered Monday as per their guarantee, and the other one the customer rescheduled their delivery for a couple of days later - this then meant that in the eyes of Amazon the parcel was 'late'
I emailed Amazon explaining all of this and they came back a couple days later with the email below
We received your submission but do not have enough information to reactivate your Premium Shipping options eligibility at this time. To re-enable this feature, send the following information:
-- Greater detail on the root causes of not maintaining On-Time Delivery of 97% or higher in the past 30 calendar days.
-- Greater detail on the actions you have taken to resolve On-Time Delivery issues.
-- Greater detail on the steps you have taken to prevent On-Time Delivery issues going forward.
-- Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
Now neither of the premium delivery delays have been our fault - I know that Amazon does not care about fault but I have explained all of the information they are asking for in my first email - do I explain it again, just a little slower, and broken down into the headings that they have given me?
Any insight would be amazing?
0 replies
Seller_ZJhFeE3tNKzfh
Unfortunately, I don't think you'll get anywhere. Its a known issue with Premium Shipping. We've lost it for similar reasoning, you get it back a month later.
Seller_TufyJDtetbrlU
Happened a few times to me i just reply with a plan of action and explain what's happened & how i will do my best to resolve it in future and have had eligibility given back both times :)
Seller_SnNztJIII3ZP5
Unfortunately your enquiry went to the Amazon employee who has not been trained to deal with any queries so they just forward a templated response without reading or understanding the problem as long as the query disappears from their "To Do List" and becomes someone else's problem.
Seller_DfMOm9tgJKAex
ive tried a couple of times (currently suspended for a couple more days). until your metrics fall back within the rate expected it will remain suspended
ive spoken to the quality team on this and they say there is no way for them to re-instate
Seller_tRuvBEHDedp4q
Honestly its not worth your time or effort trying to make Support understand or replying with any of the 'Greater details' they are asking for.
As long as you dispatched on time what more could you have done? Its not as if you can get the courier to prioritise your own parcels over anyone else's.
You could use Buy Shipping - which (in theory) should protect your OTD metrics, but I have had cases where this has not happened too and you go round and round in circles with Support explaining that according to Buy Shipping Policy any late delivery should not effect OTD.- yet it often does.
As Bright Ideas correctly says - Support just copy/paste a templated response. I am sure they get good internal metric scores for 'solving' cases so fast when in fact they have made zero effort to read or understand the actual problem and help.
In future, if a customer asks for a delay in shipment explain you cannot do so as although you would like to for customer satisfaction, it is actually against Amazon policy. The only way round the issue is for customer to cancel order and order when they are ready, or for you to send as per original order dispatch date. No amount of explaining this issue will ever get you anywhere with Support.
