Messaging Buyers About "Late" Packages Despite On-Time Dispatch
I'm genuinely struggling to understand why Amazon continues to send buyers messages stating, "We're sorry, but your package is late," even when we dispatch on time and upload valid tracking information.
In a recent case, we shipped promptly, provided accurate tracking, and yet Amazon still notified the buyer that their order was delayed. This not only causes unnecessary concern for the customer but also damages our reputation through no fault of our own.
To make matters worse, we’ve already lost an A-to-Z claim where the automated system failed to correctly recognise the tracking details. Our Valid Tracking Rate (VTR) is 100%, yet these issues persist.
Why are sellers being penalised due to delays or scan issues on the carrier’s end—something completely out of our control? We’re doing everything right, but the system seems to be working against us, and it’s both demoralising and damaging.
Would appreciate any insight or shared experiences from other sellers dealing with the same.
Messaging Buyers About "Late" Packages Despite On-Time Dispatch
I'm genuinely struggling to understand why Amazon continues to send buyers messages stating, "We're sorry, but your package is late," even when we dispatch on time and upload valid tracking information.
In a recent case, we shipped promptly, provided accurate tracking, and yet Amazon still notified the buyer that their order was delayed. This not only causes unnecessary concern for the customer but also damages our reputation through no fault of our own.
To make matters worse, we’ve already lost an A-to-Z claim where the automated system failed to correctly recognise the tracking details. Our Valid Tracking Rate (VTR) is 100%, yet these issues persist.
Why are sellers being penalised due to delays or scan issues on the carrier’s end—something completely out of our control? We’re doing everything right, but the system seems to be working against us, and it’s both demoralising and damaging.
Would appreciate any insight or shared experiences from other sellers dealing with the same.
7 replies
Seller_ZVAz3d5lZuGid
Lots of threads about this issue, and forum mods have said this is/was being escalated - but no feedback as yet - not surprising really !! @Julia_Amazon @Ezra_Amazon - any update on this serious matter of the emails saying item may be lost and to claim a refund - affecting all sellers, with fraudulent claims - these emails should not be sent out to customers.
Seller_d8YGbIjNqwFxn
The biggest problem I have with the Late messages is that Amazon give a new estimated delivery date several days away. The item is likely to arrive in most situations before that day, normally the day after it should have arrived.
This messaging leads to panicked buyers who want to refund/cancel as the item is being delivered too far in the future.
This messaging causes me so many additional messages each week, most buyers when you explain it will arrive quicker than that are happy to wait a day or two more.
Seller_2MDS66zdjPMUU
It is not just delayed delivery notifications it is also erroneous "lost" notifcations. When RM do not meet the exact delivery window often because the item requires a signature and the delivery attempt is frustrated. tTe tracking details show that the item is delivered slightly later than usual but we have had customers that nevertheless submit INR claims despite having signed for it.
Amazon in their wisdom then offer a refund because the item was late - not through any fault of our own. It iust encourages fraud rather than allow the seller to resolve any issues.
Seller_jGVxVIjqaXgJJ
I have had it with Amazon Shipping, whewre our SFP has been affected because Amazon Shipping did not scan the items in there depot till the following day, then I was asked to provide a Plan of Action from the carrier, which I requested from Amazon shipping, and they could not provide it.
Seller_HwaQlgFnhSuGS
We have this week had a spate of these again.
We tell the customers what RM scan says etc and send them to make an A2Z so that the claim can be logged on their account, as Amazon require that data for future risk assessments and to improve their services. As our items are low value I dont think that the customer wants to take the risk of being found out for such a low value item. We have a message template setup.
I used to truly dread messages on Amazon because they where always the same, but this approach has seriously improved things for me. If they claim they claim, if they don't then win win.
I have only had 1 actual claim, with no ODR affect. Better than me just refunding them all, which I woulod have done before using Buy Shipping.
