Help Known FBM Orders missing, not coming into account!
Starting Thursday, 7/30, we noticed a severe drop in FBM orders only. By Friday, we were sure something was wrong. All our listings are active, searchable, and not suppressed, yet FBM orders dropped by 90%. FBA orders are showing as expected.
We have been selling on Amazon for more than 20 years, and we understand normal sales fluctuations. This is not a fluctuation. These are actual, confirmed orders that were placed but are not appearing in Seller Central. The orders are not pending or unshipped; they are simply missing. They also do not appear in our sales metrics. For example, an order placed this morning is nowhere to be found and is not reflected anywhere in our account.
We are aware of several successfully placed orders on our account, but when we search for them, they are not there. We opened a case, and its status is currently “Work in Progress.” However, it is now Monday, and I suspect that several hundreds of orders may be “lost.” We are also concerned that our account metrics could suffer once this issue is resolved.
We have not received any clear information about what is happening, and this is extremely stressful. Has this happened to any other sellers? I am hoping an Amazon associate sees this and can provide an update.
Help Known FBM Orders missing, not coming into account!
Starting Thursday, 7/30, we noticed a severe drop in FBM orders only. By Friday, we were sure something was wrong. All our listings are active, searchable, and not suppressed, yet FBM orders dropped by 90%. FBA orders are showing as expected.
We have been selling on Amazon for more than 20 years, and we understand normal sales fluctuations. This is not a fluctuation. These are actual, confirmed orders that were placed but are not appearing in Seller Central. The orders are not pending or unshipped; they are simply missing. They also do not appear in our sales metrics. For example, an order placed this morning is nowhere to be found and is not reflected anywhere in our account.
We are aware of several successfully placed orders on our account, but when we search for them, they are not there. We opened a case, and its status is currently “Work in Progress.” However, it is now Monday, and I suspect that several hundreds of orders may be “lost.” We are also concerned that our account metrics could suffer once this issue is resolved.
We have not received any clear information about what is happening, and this is extremely stressful. Has this happened to any other sellers? I am hoping an Amazon associate sees this and can provide an update.
14 replies
Seller_CW0P5hgbsiqWX
Doubt if your orders are lost. There are way too many checks and balances applied to orders when a buyer places one. Each one is held in a different section of Amazon's servers so the transaction can be found is data is lost in another section.
Not sure how sellers know orders has been placed and are not displaying. Are you sure that it is not that no one wants those specific products this week?
Seller_MAhHNRipixG17
Same thing is happening to us, Ads dashboard shows 9K in sales over three days while I only received 4.4K I have several cases opened but no resolution, support keeps citing ad attribution window even though I'm trying to explain that it's not that. Let me know if you start making any headway and I'll do the same for you
KJ_Amazon
Hello @Seller_zWPqrVf6wDisG Can you please share a support case with details on the issue and the known existing orders?
KJ_Amazon
Hello @Seller_zWPqrVf6wDisG and @Seller_MAhHNRipixG17 Thank you reaching our about 'missing' FBM orders, and for this update.
My account was fixed this morning, I had 210 orders come through in about a ten minute window. Support still hasn't replied or resolved the support ticket. Any luck on your end?
There was a technical issue that impacted a subset of Fulfilled by Merchant orders. This issue was resolved, and order affected by this issue will be exempt from Late Shipment Rate, On Time Delivery Rate, and Cancellation Rate Account Health performance evaluations.
If you were affected by this issue, you should have received an email with more details. Please check back if you have more questions.
