COVID-19: Impact on the health of your Amazon seller account and frequently asked questions


#1

Given the material impact that COVID-19 has had on many of our sellers, we have taken steps to proactively mitigate the impact of this event on the health of your Amazon seller account by relaxing our policies for shipping-related Performance metrics. Specifically, we will take into account any COVID-related disruption as it relates to late shipping or needing to cancel orders due to factors outside your control. While we always aim to deliver on our customer promise, our goal is to help you manage your business through this difficult period.

Below are recent questions we've received from sellers like you that may be helpful:

  1. What should I do if I am unable to fulfill any orders?

    If you determine that you are unable to fulfill any orders due to the impact of COVID-19, you can place your account in vacation status to protect the health of your Amazon seller account. Alternatively, you can take additional steps to manage your inventory. For additional information on how to take these actions, refer to the following:

  2. How do I cancel an order that I accepted, but I am suddenly unable to fulfill?

    If you realize that you cannot fulfill an order, use Buyer-Seller Messaging to communicate this information to the buyer, explain the reason why, and request that they submit an official cancellation request.

    • If the buyer is willing to submit an official cancellation request, follow the guidance in the Standard cancellation process that will not count against your metrics section of the Order cancellations Help page.
    • If the buyer does not submit an official cancellation request, please cancel the order and notify the buyer. This cancellation may impact your performance metrics. However, if we are able to confirm you notified the buyer using Buyer-Seller Messaging we will consider this unforeseen event when we evaluate your account's recent performance. To prevent other orders from impacting the metrics, we recommend reviewing the delivery time and making updates as needed. To make these changes, follow the guidance in the Manage your delivery time in the Delivery time Help page.
  3. What do I do if a buyer requests that I cancel an order?

    If the buyer requests that you cancel a shipped or unshipped order, use Buyer-Seller Messaging to request the buyer to submit an official cancellation request. Once the buyer has submitted this request, you should follow the Standard cancellation process in the Order cancellations Help page to ensure that this cancellation will not count against your metrics.


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#3

Welcome news, indeed, in these troubling and uncertain times.

While I have no dog entered in that hunt, I would like to encourage Amazon to devote some of the resources that it commands towards deploying some accommodation for enrollees of the Amazon Lending Program who have been negatively impacted by the imposition of the heretofore- unprecedented Temporarily prioritizing products coming into our fulfillment centers policy change.


#4

Please suspend Voice Of The Customer as that is being heavily affected.

Unable to send inventory means unable to make a sale. If a customer returns an item our NCX rate jumps throw the roof and our listings are shut down. If we reopen the listing and it happens again we risk suspension.


#5

Your post made me go check because I haven’t check it in while. I got a very poor. (lol)

This didn’t say small when I placed the order.There was just a picture showing the in front of the washer lager

I have no picture of a washer and mine clearly says small, in more than one place. Must of confused me with another seller/product.

fpk


#6

Voice of the Customer is one of the worse metrics were rated on cause no matter what its the seller’s fault.

The main issue now is that they decide your NCX based on a percentage of returns over sales. Can’t make sales if we can’t send in inventory.

So for most FBA sellers, it’s going to be mass deactivating of listings. If they re-list the listing they run the risk of having their entire account suspended.


#7

Will Amazon really take the time to do this? When Amazon could have done this all along if they really cared about sellers.

Do you seriously expect that buyers will make an official cancellation request? When most buyers don’t even respond to seller inquiries?

Seems like nothing has changed except the appearance that something changed.


#8

This doesn’t sound like a very good solution. We don’t do FBM, but for those that ship a lot of orders every day, this sounds like quite a time consuming and complex process. Made even more so by the lack of response via Buyer-Seller Message by most Amazon Customers. Also, when will Amazon evaluate the performance? After the account gets suspended?

If Amazon really wanted to make the process easier, they could add a template to the Buyer-Seller Messaging that notifies the customers that their order was cancelled due to a Covid-19 restriction and also add a Covid-19 cancellation reason for sellers that when chosen, doesn’t count against their metrics. Could it be abused? Sure, but Amazon could monitor its use and these are unprecedented times.

And even though its been mentioned numerous times, what are you doing about Amazon Lending payments???


#9

yes, its awful. For my action I just edited the listing but didn’t actually change anything. I think that resets it. I can’t send any of those into the FC’s.

This is most likely my last year here anyway.


#10

Granted, on both scores.

Granted.

I would not disagree that such a circumstance is the most-likely outcome should Amazon not rein in the policing Amabots, which have shot its bottom line in the foot so many times in the past, including those that have been deployed to govern this supposedly-beta metric; nor would I disagree with our friend AB’s pointedly-astute observations upthread that such a retreat from historical practice has not previously been the norm - but you’ll have to color me surprised if event reveals that Amazon proves willing to accept a ‘piling on’ penalty, in the current dire straits that it faces, by letting VOC ratings skew away from their underlying intent (Customer Satisfaction) as an unintended result of the ever-present ills of siloed management and bureaucratic enfeoffment.


#11

Since this COVID 19 has impacted many sellers, such as our business whom are in fashion , can Amazon waive monthly service charges for professional accounts? Our business has been severely impacted. Thank you


#12

What about Lending Payments?


#13

use Buyer-Seller Messaging to communicate this information to the buyer, explain the reason why, and request that they submit an official cancellation request.

Keep in ind MOST SELLERS OPTED OUT OF RECEIVING MESSAGES (thank you Amazon for that one)

However, if we are able to confirm you notified the buyer using Buyer-Seller Messaging we will consider this unforeseen event when we evaluate your account’s recent performance.

Will Amazon really take the time to do this? When Amazon could have done this all along if they really cared about sellers.

IS THAT BEFORE OR AFTER YOU ARE ALREADY SUSPENDED?


#14

As far as communicating with customers opting out of messages. AMAZON NEEDS TO ALLOW US TO CALL THEM USING THERE PHONE NUMBER GIVEN ON THE SHIPPING LABLE.


#15

I’d like to quarantine all returns coming into my facility. The amount of time we have to process a return/refund does not allow for this.


#16

How many buyers like to communicate with a seller ?
How many buyers block communications from sellers ?
How many sellers know how to work around the blocking by using “important” in the title ?


#17

Buyers aren’t getting any messages I send, so how can I request they cancel?


#18

Amazon does NOT forward messages to the buyer. Unless, of course, every single buyer on here is rude and trying to scam you by deliberately not answering. One or the other.


#19

We need help with Amazon Lending payments right now. Please add a “Payment Deferral” option. For those of us who don’t sell medical, or household essential items the business has almost completely shut down, driven by the consumer’s unwillingness to spend money on non-essential items during times of a disaster, and further fueled by Amazon’s closure of all Fulfillment Centers to most sellers in US. It’s financially crushing for a small business without a substantial financial cushion to make those $1000+ payments every month like it’s business as usual.


#21

That calls for a nail and hammer thingy.


#22

How about suspending the percentage Amazon takes from our sales. I’m dying here.