Thank you for your continued partnership during this difficult and unprecedented time. In early April, we announced that we had paused account suspensions for order performance issues through May 15. This included the Late Shipment Rate, Cancellation Rate, and Order Defect Rate performance metrics. We made this decision after hearing from many of you about supply chain and fulfillment difficulties you were having and in order to protect your account health. We are writing to announce an additional two week extension of our pause on account suspensions for order performance issues, through May 31.
Beginning June 1, we will restart tracking and enforcing selling accounts with high cancellation rate, late shipment rate, or order defect rate per our established order performance standards. Any order performance defects showing in your Account Health page from prior to June 1 will not be used to evaluate your account health.
Going forward, to help keep your account from incurring order defects and to help create a more reliable experience for customers, we recommend you do the following:
- Closely monitor your inventory levels and make sure your listings accurately reflect available inventory.
- Ensure your default ship settings match your current fulfillment capabilities.
- Monitor customer inquiries received via Buyer-Seller Messaging and respond quickly – at most and within 48 hours.
Please continue to watch our COVID-19 Related Announcements article for the latest news impacting your accounts and related updates. If you have questions, please feel free to use our forums – our moderators and other experienced sellers can help answer any of your questions.