Orders Marked as Late - Incorrect by Amazon
I had 10 orders marked as "Shipment is late" this am all of which are incorrect. My Shipping settings have it set that we do not ship/have pickups on Saturday/Sunday but for every one of these orders, Amazon was taking into consideration a Saturday pickup before 2 pm for some reason. We have never shipped or had a pickup on Saturdays or Sundays and this has never happened in the past 3 years. I checked and our shipping settings were not altered and still have it set for M-F pickups only. Concerned this will affect our late shipment rating which has been at 0% for the last 6 months. We are also concerned that the customers will complain about late shipments for an inaccurate Amazon shipping promise.
Has this happened to anyone else? Should we contact Amazon for assistance?
Orders Marked as Late - Incorrect by Amazon
I had 10 orders marked as "Shipment is late" this am all of which are incorrect. My Shipping settings have it set that we do not ship/have pickups on Saturday/Sunday but for every one of these orders, Amazon was taking into consideration a Saturday pickup before 2 pm for some reason. We have never shipped or had a pickup on Saturdays or Sundays and this has never happened in the past 3 years. I checked and our shipping settings were not altered and still have it set for M-F pickups only. Concerned this will affect our late shipment rating which has been at 0% for the last 6 months. We are also concerned that the customers will complain about late shipments for an inaccurate Amazon shipping promise.
Has this happened to anyone else? Should we contact Amazon for assistance?
55 replies
Seller_0qgIrN0rpXYhG
I spoke to support this morning about this issue and was told "There is no way to opt out of shipping on Saturdays" because of a change they made to default handling time.
Seller_JaFjGrpScQIlF
Same exact thing for us, we've had 0% late shipments forever. We don't have Saturday listed as a shipping or working day either. I contacted seller support but have yet to hear back. This is just yet another way Amazon is trying to show that they are in charge and don't care about third-party sellers by bullying us. I've been selling on Amazon for 10 years, it's only gotten worse in that time.
Seller_q6Wu7MJokcPsk
Same for us. We had nearly 100 show as late. We have had the same settings for years, no issues. We don't work on Saturday or Sunday and have our settings to show that. I tried to get a call from Amazon, no help. Mods?
Seller_QqDVZq2DoY9wC
I do see some new wording in the general shipping settings.
Cut off times for templates using Shipping Settings Automation and/or templates using Premium Shipping Options(1 Day, 2 Day)
Monday through Saturday or Sunday through Friday (depending on the shipping service you select) will be considered as a Delivery Day for all Seller Fulfilled Prime orders using Premium Shipping Options.
Cut off times for manual shipping templates
Monday through Saturday will be considered as a delivery day for Seller Fulfilled Prime orders using Premium Shipping Options.
**Any opinion on how to translate this? Do you think removing the "premium shipping options" from the Manual templates and Shipping Settings Automation templates and just using the "standard shipping" settings would remove the Saturday issue?
Seller_JaFjGrpScQIlF
I called both Seller Support and Account Health regarding the issue. What you need to do is call Seller Support and have them flag those orders so that they shouldn't be marked against your metrics. I called Account Health first and they can't do much unless you have a Seller Support case opened first to use as a reference that it's Amazon's system at fault, not you as the seller's fault. The lady at Seller Support said that she personally talked to 4 other sellers with the exact same issue this morning, so they know about it, you just have to do your own due diligence by opening a case so that you have something to stand on. If you want anything done right away you need to actually talk to them on the phone.
KJ_Amazon
Hello to @Seller_29fvFsSiMl2Sx @Seller_jrJo4VZSvP6U1 @Seller_QqDVZq2DoY9wC and all other sellers who are reporting Saturday shipping requirements.
I am investigating these reports and sharing the details with our partner teams on the shipping and metrics sides. I will follow up when I have more details.
Please note that required Saturday shipping may be related to the Seller Fulfilled Prime program policy. Please review this policy if you are taking part in the program.
KJ_Amazon
Seller_lCX40xAkSs1xm
It's more than just Saturday shipping, we had many 5 day lead times change to 1 day and they are late.
Seller_qMn96dRSgdSQw
We had the same issue and after spending an hour on the phone with support nothing was obvious to them as to what caused this. After doing some digging, I finally figured out that we had Veterans Day (which fell on a Saturday this year) checked as an operating day under Holiday Settings. Last year it fell on Friday so we still had the holiday set from the previous year I am assuming. Having it set as an operating day in the holiday settings overrode the operating days setting that had Saturday and Sunday marked as not operating days. You would think that the logic would be the opposite of that, but unfortunately it was not. I am sure that the same thing happened to you.
Seller_NzEmZKTEdcpPZ
It's weird. In Shipping Performance tab of Account Health it shows 0% Late Shipment Rate for both 10 and 30 days windows. On-Time Delivery Rate in the same tab is at 100%.
At the same time, if I go to the Seller Fulfilled Prime performance dashboard, it's showing 7 late deliveries for the past 30 days, and a lower percentage of on time delivery, both with and without promised extensions. By the way, I still can't figure out what that means (promised extensions). Anyway, of those late deliveries:
-1 package was late because nobody was available at the delivery address on first attempt.
-2 packages were delayed because of bad weather.
-2 packages were late due to a delay at the UPS (service failure).
-1 package was late because customer contacted the UPS and requested hold for pickup/future delivery date.
-1 package FedEx says we gave the package to them late in the day, although that's a BS because the actual drop-off receipt shows time way head of last pcik up from that location. But, I'm guessing, Amazon can count this against us.
All packages were shipped with Amazon Buy Shipping, with the services that Amazon recommended.
Why are these late deliveries counted against us? Bad weather, customer's interactions with the shipping carrier, nobody's at home during delivery attempt, career service failures shouldn't be counted against sellers.
Also, for the love of God, I can't figure out what's up with Speed Metrics. It deeps to zero every weekend (Friday through Sunday), even though we show that we ship all seven days of the week with the max cut-off times available. And we offer SFP Next Day service in the US. I'm not going to file a case with SS. There is no way they even know what that is. :-)
