Pause on Account Suspensions for Order Performance Extended to May 31
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.
165 replies
Seller_nGi9oawARfnFU
This is great news but what about feedback - customers leaving negative feedback regarding late deliveries which are also circumstances beyond our control? It would be helpful if covid-19 feedback would be removed when its covid affecting service not the seller.
Seller_KOsHWCDw6zcSe
This is a step forward towards a flexible yet a highly progressive way of building sustainable competitive advantage. It’s easy to view things from own perspective, stay myopic and remain complacent if you are a top global company. Time and again-Amazon, you proved otherwise. Hard to wear the Seller’s lens and balance your supply chain. Win new account, capture customers and operate seamlessly during most turbulent period. This time you win our hearts.
Seller_38GnkxmoYP1UG
What about SFP eligibility? We are having issues with small and light as USPS is not scanning first class packages.
Seller_GmN5rpIBX0Dj7
So, if I understand correctly…basically everyone starts over at 0% June 1, correct?
I also assume that means if on June 2 we get a claim for a May 20 order, that it will count, correct? As opposed…to, say…if we get a claim on May 29 for a May 20 order (which apparently does not count).
Has anyone else seen a claim count on their ODR recently (like in the last month)? Are they just not counting claims on the ODR? In other words, if you had a 0% ODR and got a claim a few weeks ago, is it showing on the ODR or does it still say zero?
Kudos to Amazon, though, for this…they have handled the COVID thing with 3P sellers pretty well I think.
Seller_VOptyDYOkeE26
How will the possible onslaught of customer negative feedback related to delays in shipping etc… be dealt with for orders within the Amazon Grace period, but posted after June 1st?
Seller_CDpCjygINbMYk
I’ll never understand why buyers are permitted to leave negative feedback about the price of an item (non-essentials), AFTER they saw the price, thought it over, and STILL bought the item. They have the choice of NOT buying. But to leave a negative feedback when the price was clear, is unfair to sellers
Seller_gRqkURGXViRYG
yes im am getting killed with neg feedbacks customers are not helping in this at all ive tried to get them to remove feedbacks im a decent seller and work hard everyday at this rate my feedback is going to end my seller account
Seller_eV1iq0wbE8Klp
This is a nightmare. We are a small gallery that has had to shut down our physical space for two months due to this crisis, making Amazon a new necessity for us to put food on the table and keep our business afloat.
After 16 years selling our published books on Amazon, we had one customer complaint for wanting to return a book they had opened from shrink wrap and damaged, and we refused to give them a refund, and now Amazon has stopped letting us collect money due to this change.
We wanted to believe that Amazon would at least have the decency to our small businesses to give us money from recent sales, but their support has been atrocious and now they are postponing any ability for us to get money with this announcement.
Seller_QVOKhsH8UQsax
Buyers are now aware of what type of feedback amazon will remove so they’ll complain to you
about slow delivery and demand refund and then leave feedback about slow shipping and packaging so that the bad review will stay on
They know amazon won’t remove it because it wasn’t only about the postal service
Pause on Account Suspensions for Order Performance Extended to May 31
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.
Pause on Account Suspensions for Order Performance Extended to May 31
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.
165 replies
165 replies
Seller_nGi9oawARfnFU
This is great news but what about feedback - customers leaving negative feedback regarding late deliveries which are also circumstances beyond our control? It would be helpful if covid-19 feedback would be removed when its covid affecting service not the seller.
Seller_KOsHWCDw6zcSe
This is a step forward towards a flexible yet a highly progressive way of building sustainable competitive advantage. It’s easy to view things from own perspective, stay myopic and remain complacent if you are a top global company. Time and again-Amazon, you proved otherwise. Hard to wear the Seller’s lens and balance your supply chain. Win new account, capture customers and operate seamlessly during most turbulent period. This time you win our hearts.
Seller_38GnkxmoYP1UG
What about SFP eligibility? We are having issues with small and light as USPS is not scanning first class packages.
Seller_GmN5rpIBX0Dj7
So, if I understand correctly…basically everyone starts over at 0% June 1, correct?
I also assume that means if on June 2 we get a claim for a May 20 order, that it will count, correct? As opposed…to, say…if we get a claim on May 29 for a May 20 order (which apparently does not count).
Has anyone else seen a claim count on their ODR recently (like in the last month)? Are they just not counting claims on the ODR? In other words, if you had a 0% ODR and got a claim a few weeks ago, is it showing on the ODR or does it still say zero?
Kudos to Amazon, though, for this…they have handled the COVID thing with 3P sellers pretty well I think.
Seller_VOptyDYOkeE26
How will the possible onslaught of customer negative feedback related to delays in shipping etc… be dealt with for orders within the Amazon Grace period, but posted after June 1st?
Seller_CDpCjygINbMYk
I’ll never understand why buyers are permitted to leave negative feedback about the price of an item (non-essentials), AFTER they saw the price, thought it over, and STILL bought the item. They have the choice of NOT buying. But to leave a negative feedback when the price was clear, is unfair to sellers
Seller_gRqkURGXViRYG
yes im am getting killed with neg feedbacks customers are not helping in this at all ive tried to get them to remove feedbacks im a decent seller and work hard everyday at this rate my feedback is going to end my seller account
Seller_eV1iq0wbE8Klp
This is a nightmare. We are a small gallery that has had to shut down our physical space for two months due to this crisis, making Amazon a new necessity for us to put food on the table and keep our business afloat.
After 16 years selling our published books on Amazon, we had one customer complaint for wanting to return a book they had opened from shrink wrap and damaged, and we refused to give them a refund, and now Amazon has stopped letting us collect money due to this change.
We wanted to believe that Amazon would at least have the decency to our small businesses to give us money from recent sales, but their support has been atrocious and now they are postponing any ability for us to get money with this announcement.
Seller_QVOKhsH8UQsax
Buyers are now aware of what type of feedback amazon will remove so they’ll complain to you
about slow delivery and demand refund and then leave feedback about slow shipping and packaging so that the bad review will stay on
They know amazon won’t remove it because it wasn’t only about the postal service
Seller_nGi9oawARfnFU
This is great news but what about feedback - customers leaving negative feedback regarding late deliveries which are also circumstances beyond our control? It would be helpful if covid-19 feedback would be removed when its covid affecting service not the seller.
Seller_nGi9oawARfnFU
This is great news but what about feedback - customers leaving negative feedback regarding late deliveries which are also circumstances beyond our control? It would be helpful if covid-19 feedback would be removed when its covid affecting service not the seller.
Seller_KOsHWCDw6zcSe
This is a step forward towards a flexible yet a highly progressive way of building sustainable competitive advantage. It’s easy to view things from own perspective, stay myopic and remain complacent if you are a top global company. Time and again-Amazon, you proved otherwise. Hard to wear the Seller’s lens and balance your supply chain. Win new account, capture customers and operate seamlessly during most turbulent period. This time you win our hearts.
Seller_KOsHWCDw6zcSe
This is a step forward towards a flexible yet a highly progressive way of building sustainable competitive advantage. It’s easy to view things from own perspective, stay myopic and remain complacent if you are a top global company. Time and again-Amazon, you proved otherwise. Hard to wear the Seller’s lens and balance your supply chain. Win new account, capture customers and operate seamlessly during most turbulent period. This time you win our hearts.
Seller_38GnkxmoYP1UG
What about SFP eligibility? We are having issues with small and light as USPS is not scanning first class packages.
Seller_38GnkxmoYP1UG
What about SFP eligibility? We are having issues with small and light as USPS is not scanning first class packages.
Seller_GmN5rpIBX0Dj7
So, if I understand correctly…basically everyone starts over at 0% June 1, correct?
I also assume that means if on June 2 we get a claim for a May 20 order, that it will count, correct? As opposed…to, say…if we get a claim on May 29 for a May 20 order (which apparently does not count).
Has anyone else seen a claim count on their ODR recently (like in the last month)? Are they just not counting claims on the ODR? In other words, if you had a 0% ODR and got a claim a few weeks ago, is it showing on the ODR or does it still say zero?
Kudos to Amazon, though, for this…they have handled the COVID thing with 3P sellers pretty well I think.
Seller_GmN5rpIBX0Dj7
So, if I understand correctly…basically everyone starts over at 0% June 1, correct?
I also assume that means if on June 2 we get a claim for a May 20 order, that it will count, correct? As opposed…to, say…if we get a claim on May 29 for a May 20 order (which apparently does not count).
Has anyone else seen a claim count on their ODR recently (like in the last month)? Are they just not counting claims on the ODR? In other words, if you had a 0% ODR and got a claim a few weeks ago, is it showing on the ODR or does it still say zero?
Kudos to Amazon, though, for this…they have handled the COVID thing with 3P sellers pretty well I think.
Seller_VOptyDYOkeE26
How will the possible onslaught of customer negative feedback related to delays in shipping etc… be dealt with for orders within the Amazon Grace period, but posted after June 1st?
Seller_VOptyDYOkeE26
How will the possible onslaught of customer negative feedback related to delays in shipping etc… be dealt with for orders within the Amazon Grace period, but posted after June 1st?
Seller_CDpCjygINbMYk
I’ll never understand why buyers are permitted to leave negative feedback about the price of an item (non-essentials), AFTER they saw the price, thought it over, and STILL bought the item. They have the choice of NOT buying. But to leave a negative feedback when the price was clear, is unfair to sellers
Seller_CDpCjygINbMYk
I’ll never understand why buyers are permitted to leave negative feedback about the price of an item (non-essentials), AFTER they saw the price, thought it over, and STILL bought the item. They have the choice of NOT buying. But to leave a negative feedback when the price was clear, is unfair to sellers
Seller_gRqkURGXViRYG
yes im am getting killed with neg feedbacks customers are not helping in this at all ive tried to get them to remove feedbacks im a decent seller and work hard everyday at this rate my feedback is going to end my seller account
Seller_gRqkURGXViRYG
yes im am getting killed with neg feedbacks customers are not helping in this at all ive tried to get them to remove feedbacks im a decent seller and work hard everyday at this rate my feedback is going to end my seller account
Seller_eV1iq0wbE8Klp
This is a nightmare. We are a small gallery that has had to shut down our physical space for two months due to this crisis, making Amazon a new necessity for us to put food on the table and keep our business afloat.
After 16 years selling our published books on Amazon, we had one customer complaint for wanting to return a book they had opened from shrink wrap and damaged, and we refused to give them a refund, and now Amazon has stopped letting us collect money due to this change.
We wanted to believe that Amazon would at least have the decency to our small businesses to give us money from recent sales, but their support has been atrocious and now they are postponing any ability for us to get money with this announcement.
Seller_eV1iq0wbE8Klp
This is a nightmare. We are a small gallery that has had to shut down our physical space for two months due to this crisis, making Amazon a new necessity for us to put food on the table and keep our business afloat.
After 16 years selling our published books on Amazon, we had one customer complaint for wanting to return a book they had opened from shrink wrap and damaged, and we refused to give them a refund, and now Amazon has stopped letting us collect money due to this change.
We wanted to believe that Amazon would at least have the decency to our small businesses to give us money from recent sales, but their support has been atrocious and now they are postponing any ability for us to get money with this announcement.
Seller_QVOKhsH8UQsax
Buyers are now aware of what type of feedback amazon will remove so they’ll complain to you
about slow delivery and demand refund and then leave feedback about slow shipping and packaging so that the bad review will stay on
They know amazon won’t remove it because it wasn’t only about the postal service
Seller_QVOKhsH8UQsax
Buyers are now aware of what type of feedback amazon will remove so they’ll complain to you
about slow delivery and demand refund and then leave feedback about slow shipping and packaging so that the bad review will stay on
They know amazon won’t remove it because it wasn’t only about the postal service
