Hello @Seller_0JNslkNnWLtcD,

Thank you for posting your concerns with your OTDR.

Seller_0JNslkNnWLtcD

Last week we saw an "account at risk of deactivation" notice and learnt that it had to do with our shipping performance. A customer placed two orders on the same day and paid for 2nd Day Air service. We chose FedEx for that. Normally we ship the following day as we have 1 day for order handling as per our shipping settings.

This time, though, we shipped the same day. The report that we downloaded showed that our metrics went down due these two orders. That same report also shows that the orders were shipped on time and scanned by FedEx on the same day. However, for the reason unknown to us, both orders were not delivered on the 2nd day, but two days later.

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Seller_0JNslkNnWLtcD

Case Id: 17600029781, 17606709761, 17600184131.

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I appreciate you sharing all of your concerns and related information, all of this information has helped in assessing your situation a bit further. First and foremost, although it does not impact the current situation, I have shared your mentioned concerns surrounding the communication and general experience to the appropriate teams so we can continue to grow and improve not only our processes but our sellers experiences.

As for the concerns with the on-time delivery rate (OTDR), I have looked over your cases and understand that the concerned orders did not fall under the OTDR protections offered through the use of "BOTH" shipping setting automatic (SSA) and automated handling time (AHT), however it would appear you managed to speak with one of our support specialists who offered guidance on enabling these features to ensure future protections. Where you successful in getting these features set up?

Seller_0JNslkNnWLtcD

We had Account Health Team rep call us right away and were told to enable shipping automation. Fine, but IMO, it doesn't change anything. If, for whatever reason, FedEx believes it is OK to deliver their second day shipments on day 4 instead, what can shipping automation on Amazon do about it? They tell me it will protect our metrics for being affected in such cases...

Then, in spite of the fact, this delay was not, by any means, our fault, we get an email stating that Amazon had disabled premium shipping for our store due to "a critical event" and that if we want to continue offering our customers "premium shipping", we have to submit a plan of action to Amazon?! How stupid is that???!!! I wonder what does Amazon expect us to include in such a plan? Maybe prompting someone to fire FedEx top executives for not running their business properly (that is true BTW as FedEx is going down the chute compared to what they used to be 15-20 years ago)?

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This process is not about blaming the carrier vs the seller, rather ensuring that you as the seller has fulfilled all requirements surrounding shipping and delivery. These protections allow for situations outside your control to occur and not impact your account as they have here. Using the example you provided where you shipped on time but the carrier delivered a day late. Had SSA and AHT been enabled and we confirmed you processed everything appropriately and in accordance with our OTDR: FAQ policy, they would not have impacted this calculation.

Seller_0JNslkNnWLtcD

Anyways, we explained the situation again in what was supposed to be a Plan of Action but, surprise, surprise got a respond that we did not provide sufficient information?!

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Seller_0JNslkNnWLtcD

Account Health Team and asking for submission of documents like Action plans for things and events that are totally beyond sellers' control.

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I would ask if you are willing or able to share your appeal here. I can offer guidance on improvements or what may need to be added into your appeal to ensure it meets our requirements, or addresses the current situation. I will share some general guidance for an appeal, so you can make any necessary corrections prior to posting. Additionally, if you are not comfortable sharing your appeal in this space, please upload your appeal or plan of action to one of the mentioned cases so I can review it and still be able to offer further guidance.

When it comes to a plan of action, these are holistic explanations of the situation. We're not looking to take sides but rather gauge your clear understanding of what happened and why or how. What you've done to correct the situation and how it will be prevented in the future.

Root cause:

A root cause should not only state the obvious situation of "what" happened, but also needs to include the how and why it occurred. General example in this situation would be that SSA and AHT were not enabled, and due to a carrier delay "xx order" was delivered later than the buyer was advised or expecting. This would need to show a clear understanding of the situation, regardless of who may have been at fault.

Corrective Actions:

This section should discuss what actions or process changes you took or made to ensure the current situation was addressed. As noted you communicated with support to enable SSA and AHT to ensure protections were enabled. Did you take any other actions, you mentioned concerns with FedEx, did you stop using them or do you have an alternative carrier that you plan on utilizing?

Preventative Actions:

These actions will include processes or changes made and how you will maintain them. If you enabled SSA and AHT, do you have a process to ensure shipping templates are updated to confirm all listings and orders are protected? Have you taken any other actions that will help mitigate or prevent these issues?

I do look forward to any additional information you provide or inquiries you may have. If you provide more information or your plan of action, I can offer further support on improvements, or working with the appropriate teams to ensure your information is being reviewed. The forums community and I are here to support you. Please let us know how we can help you from this point forward.

Emet.