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So it seems the OTDR metric that has been implemented calculates by the number of units not shipments as we all know. So for example, someone bought 10 units of an item and it is counting it as 10 units being late. So in the span of 14 days it is calculating, I had 47 orders with 2 orders being delivered late. So with that calculation, my OTDR should be 95.74%. Instead, because it is counting a shipment with 10 units as 10 late units, the calculation is 74 out of 85, dropping the effective rate to 87.06%.

It's an absolute ridiculous calculation since why should one order with 10 units count as more against our record when all the other ones minus one other one in this case were all delivered on time. Amazon has seriously screwed up yet again when it comes to FBM shipping related things.

For reference, the two orders came in on Sunday 11/10 and Monday 11/11, with Monday being Veteran's Day. Both items were shipped out Tuesday 11/12. USPS tracking shows both items didn't arrive at the sort facility until Thursday 11/14. Both items were delivered Saturday 11/16 and marked as one day late. Granted both these shipments were only one and two states away. So the issue was obviously completely out of my control as well and the USPS fault, but we are being punished for their mishaps. A side note as well, for some reason I have had shipments coming and going through a different sort facility instead of the normal sort facility closer to my actual location and it has been causing a day of delays. For example, a return that should have been returned Friday 11/22 ended up arriving Saturday 11/23 because of it going to the wrong facility instead of the one closest to me.

Hello everyone, I’d like to share a recent experience and hopefully, it will offer some insight for others.

I’ve been selling on Amazon US for a year now and have completed around 400 orders without receiving any negative feedback. However, this one order really left me feeling frustrated.

The customer placed an order on September 19, and there were tracking issues with the shipment. On October 28, we proactively contacted the customer to check if they had received the package since the tracking information wasn’t updating. Based on our previous experience with similar issues, we knew that sometimes tracking can lag at the last mile, so we assumed it was just a delay in updates. We clearly stated that if the package hadn’t arrived, we would issue a full refund.

However, the customer left a 1-star feedback on November 26, stating “Did not receive the product.” After seeing the feedback, we immediately realized the severity of the situation and processed the refund, as well as arranged a free reshipment.

The problem is, despite our proactive communication and clear commitment to resolving the issue, the customer still left the negative feedback afterward. This has been really frustrating because we did everything possible to address the issue, but were unable to get in touch with the customer for further clarification.

I’ve been part of the Amazon community for a year now, completed around 400 orders, and have never received any negative feedback—until now. The one negative feedback I have is this 1-star feedback, and it’s been really discouraging. At this point, this is the only 1-star feedback in my store, and it’s really tough to deal with.

I wanted to ask everyone, how do you prevent situations like this—where you can’t get in touch with the customer, and then they leave a negative feedback afterward? Do you have any strategies to avoid such scenarios, especially when the customer doesn’t respond to emails or messages?

I would really appreciate any advice or experiences you can share. Thanks so much!

I am trying to update the listing attributes (Title, Description, bulletpoints, Generic Keywords). Despite being brand owner rights, i can't update any attributes. After reading forum and contact the customer support. They advised me to delete and relist the listing. Now after deleting and relisting after 24 hours, i am getting title mis-match error. I deleted the listing through inventory loader using value "x".

Case ID:16743121861

Need sincere help from a Moderator. Case ID 16736734591

MCF order was delivered, but not at the right address, If I assume Customer and Amazon, both are claiming right.

WHY I DID MCF ON FBM ORDER:

Story starts with a ASIN thrown out of family out of blue moon, with no explanation. After digging for few days, seller support found due to some brand name issue, system not allowing to reunite the child with family. Seller support advised to create a new child with fresh ASIN and attach to Parent. As left no choice, created a duplicate listing with fresh ASIN and attach to the Parent as FBM.

DELIVERED, BUT NOT TO RIGHT ADDRESS

An order order ID 112-2598300-9493005 was not delivered right by MCF order S01-5561263-0489248. As not delivered to right address, Customer seek for refund. If I just send the tracking details as provided by Amazon to customer. Customer will open an Atoz claim and Customer support immediately refund to customer. So I did voluntarily as generous seller.

Now when I ask Amazon to reimburse me, as the product is not delivered right to customer, refused by referring to Amazon Policies.

1. Amazon policy to seller "unable to reimburse orders that are marked as delivered by the carrier",......... BUT reimburse all Ato Z claims even if seller provide the signature proof....NOT A FAIR POLICY.

2. Amazon Policy "does not qualify for reimbursement in this case since you used the MCF service as a means to fulfill your Amazon order"..................SELLER SUPPORT ADVISED TO CREATE ANOTHER CHILD, AS AMAZON SYSTEM WAS STUCK NOT LETTING IT REUNITE.

3. Amazon MCF Policy does not provide a signature-required option or other proof of delivery. ................. NOT A FAIR POLICY. If Amazon is so strict to sellers, should be strict to their logistics too, ................ Every time Amazon delivery person came to my house to deliver something, always take and upload picture of package at door to its system Why not provide that picture in case MCF used to fulfill outside Amazon orders. ........As for FBM orders, still another Atoz claim policy makes "proof of delivery" irrelevant in case customer reimbursement.

Please help

Regds...Garry

my store is inactive but my credit card got charged. Since my store is inactive, I can’t contact support from there nor can I see anything regarding billing/invoices

On Nov, 21, we received the notice of our seller account information verification. Then we submited the requested information, but the verification was failed. Now, our seller account has been deactivated. We submitted the government-issued photo ID and business licence.

Now, we have prepared all the document of the verify information. But there is no route on the Account Health page now.

The problem is when I go to reactivate account link it just brings me back to the page that tells me it's been deactivated. I never get to the spot where I can enter in my information, I.D etc.

What should we do please?

I am a new seller on Amazon. I have only been selling on the platform for about a month now. I randomly received an alert today reguarding my account is at risk for deactivation. After looking into this, I noted that my on-time delivery is only 54%?!? However, my late shipment percent is 0%, meaning I have never shipped a package late. This obviously means the carriers I used delivered some of my packages late (Completely out of my control). I use and purchase USPS, FedEx, and UPS shipping labels through amazon. I called account services, they basically told me to talk to my carriers. What am I supposed to do? This issue is completely out of my control. Am I forced to enroll in FBA now? What do I need to change in my shipping setting to resolve this issue? CaseID: 16748186541

Dear forum Mods,

We received an A-Z Claim for order #112-3965181-1887413 from a customer who claimed the package was not received.

• Order was two pair of boots of significant value (order total of 337.03$) So we opted for a signature confirmation with UPS.
• Claim was received and granted within 16 hours
• The order was shipped and delivered/signed for on time
• We responded to the customer via buyer/seller messages with the screenshot of the proof of delivery AND signature
• We appealed to the initial claim decision today and we received the same message that the claim was granted
• Even Amazon states that we provided sufficient information?

Why is this happening? The customer reported an issue with delivery. In this case, the tracking information indicates delivered, but the customer did not receive the package. Because you provided sufficient information that proves order was actually received by the customer, we will not count the claim against your Order Defect Rate.

Could you please look into this and reverse the outcome of this unjustified decision?

Thank you,

A.

Previously, I had an elderly Buyer open a return request with 'Item Defective ' on a book because " the print was too small to read "

Yesterday , an elderly Buyer opened a return request as 'Item Defective ' on a spoken word CD because " the speaker's voice was too soft to hear , even when turning up the volume "

lol -- if the most recent request has the nerve to return the $9.95 CD , I'll have to endure Safe-T Claim.

If others could share ridiculous return requests , it might cheer me up .........