To remain eligible for Seller Fulfilled Prime, you must meet the following performance metrics on Seller Fulfilled Prime orders:
Use your performance dashboard to 1) see these metrics and 2) download a defects report to review any orders that have affected your metrics. For more information, go to Seller Fulfilled Prime defects report.
The on-time shipment rate is the number of Seller Fulfilled Prime units that were shipped on or before the promised ship date divided by the total number of Seller Fulfilled Prime units shipped.
Packages are considered shipped when the carrier scans the units for the first time, not when you confirm shipment. To be considered shipped on time, any order that was placed before your order cut-off time must receive a first scan on the same day.
If the package was shipped late but delivered on time, it will be counted as on time. To ship on time, make sure your shipping method delivers your late packages by the delivery date promised to the customer.
To see what’s affecting your on-time shipment rate, look for orders with an “X” in the Shipped late and Delivered late columns in your defects report.
The on-time delivery rate is the percentage of Seller Fulfilled Prime units that were delivered on or before the promised delivery date. This rate is the most important to the customer experience. Late deliveries can lead to bad reviews and return or refund requests.
To see what’s affecting your on-time delivery rate, look for orders with an “X” in the Delivered late column of your defects report. To identify which orders affect both this rate and your Prime eligibility, look for an “X” in Delivered late and Shipped outside Buy Shipping services.
The Buy Shipping rate is the number of Seller Fulfilled Prime units with labels bought through Buy Shipping services divided by all Seller Fulfilled Prime units shipped.
If a customer wants to change their shipping address, direct them to contact Customer Service. Do not cancel the order yourself. The customer must enter updated shipping information for a new order.
To see what’s affecting your Buy Shipping rate, look for orders with an “X” in the Shipped outside Buy Shipping services column of your defects report.
Cancellation rate is the number of Seller Fulfilled Prime units canceled by you before ship-confirmation, divided by the total number of Seller Fulfilled Prime units ordered. To calculate this metric, we consider all cancellations initiated by you for any reason.
A customer can cancel an order up to 30 minutes after placing it with no action required from you. If after 30 minutes of placing an order a customer officially requests an order cancellation, you can cancel the order and it will not count against your Cancellation Rate metric.
The official process by which a customer can request an order cancellation is by finding the order they want to cancel in their Amazon account, by clicking Your Account > Your Orders > Request cancellation .
You will be notified of an officially requested buyer-initiated cancellation via:
For more information, go to Order cancellations.
To see what’s affecting your cancellation rate, look for orders with an “X” in the Order canceled by seller column of your defects report.
Meet Delivery speed targets for One-Day and Two-Day delivery promises. The Delivery speed metrics measure the percentage of customer page views that display a One or Two-day delivery promise when your SFP offer was the Featured Offer, regardless of whether a purchase was made.
The targets for SFP delivery speed metrics are below. You can also view the metrics on the Seller Fulfilled Prime performance dashboard.
|One day or less product detail page views (%)||20%||5%|
|Two day or less product detail page views (%)||55%||30%|
The Download Speed report link generates a report that shows you ASINs that have affected your delivery speed metrics. Learn more about the speed report.
Sellers that are enrolled in Seller Fulfilled Prime are required to operate and ship out Prime products six days a week, including either Saturdays or Sundays. If Saturday operation is enabled (and Sunday is not enabled), customer page views occurring the Friday after the cut-off time, or the Saturday before the cut-off time, will be expected to ship on Saturday. If Sunday operation is enabled (and Saturday operation is not enabled), customer page views occurring on the Friday after the cut-off would be expected to ship on Sunday.
Sellers that are enrolled in Seller Fulfilled Prime are required to deliver standard-size Prime products six days a week, including either Saturday or Sunday delivery.
You can review and update your weekend pick-up and delivery settings using Order fulfillment settings. Use shipping services that pick-up and/or deliver to customers over the weekend to provide customers with a more consistent delivery experience throughout the week.
Standard-size products on a Prime shipping template must offer nationwide delivery coverage (nationwide coverage includes only the 48 contiguous United States and the District of Columbia). You can see which products are standard size or oversize in Manage Seller Fulfilled Prime. For more information, go to Seller Fulfilled Prime item size, weights, and dimensions.
Performance is measured over 7- and 30-day timeframes. If your performance metrics fall below requirements during the last seven or 30 days, your Prime eligibility may be suspended. If this happens, your Prime status will remain suspended until we have received and accepted a plan of action from you.
From the Performance dashboard, click Create POA and fill out the webform.
The plan of action must address the following:
We understand that some circumstances are out of your control. Factors such as weather, power outages, order volume spikes, staff absences, and mechanical failures can result in late shipments, late deliveries, order cancellations, or some combination of the three.
With Control Prime Order Volume, you can reduce the impact of these factors to your Prime performance. The tool allows you to adjust your daily order maximums or temporarily disable the Prime badge entirely until the situation has passed or the issue is resolved. For more information, go to Control Prime Order Volume.
For smaller-scale issues, such as a carrier truck breaking down, use the Create POA button on the dashboard. We’ll consider your circumstances when reviewing your Prime eligibility.