Catastrophic Amazon failure - SKU level handling time broke!
At account level, Automated handling time is disabled.
At the SKU level, the handling time is set at 2 days.
With no warning, starting with the order that came in yesterday, August 6th at 5:30 pm, all new orders started to come in at ZERO (0) - that's same day - handling time promise, (which is the account-level setting.)
We have verified all settings. We have verified that the price-quantity feeds, (which set the SKU-level handling time,) have been processing with no errors.
We have been selling on Amazon for over 15 years and have never had such a catastrophic system failure.
This will result in a large number of late shipments, late deliveries, and a bad customer experience which can also lead to negative seller feedback!
Spent an hour on the phone with Seller Support. They were unable to identify the cause for the issue and have "escalated to the Internal Team". We all know what a black hole this is - Meanwhile we keep receiving orders with invalid fulfillment promise. We can't afford to put the account on vacation mode indefinitely, either!
Welcome to selling on Amazon! :(
Catastrophic Amazon failure - SKU level handling time broke!
At account level, Automated handling time is disabled.
At the SKU level, the handling time is set at 2 days.
With no warning, starting with the order that came in yesterday, August 6th at 5:30 pm, all new orders started to come in at ZERO (0) - that's same day - handling time promise, (which is the account-level setting.)
We have verified all settings. We have verified that the price-quantity feeds, (which set the SKU-level handling time,) have been processing with no errors.
We have been selling on Amazon for over 15 years and have never had such a catastrophic system failure.
This will result in a large number of late shipments, late deliveries, and a bad customer experience which can also lead to negative seller feedback!
Spent an hour on the phone with Seller Support. They were unable to identify the cause for the issue and have "escalated to the Internal Team". We all know what a black hole this is - Meanwhile we keep receiving orders with invalid fulfillment promise. We can't afford to put the account on vacation mode indefinitely, either!
Welcome to selling on Amazon! :(
53 replies
Seller_pStynN96oCRn1
This must be an Amazon issue. We are experiencing the same thing. Some orders come in with our normal 3-day handling time, others are coming in expected to ship next-day. It started on 8/5/2025 for us. We have verified Amazon did not change our handling time on SKU level, and we are not enrolled in AHT. Our Amazon contact recommended documenting it and submitting a case (where they then told us to disable SSA...) and to temporarily increase staff.
Seller_5HWPhkqmyqcqt
Happening here too! wow metrics gonna tank
Seller_VVU0Eee63oIYM
All of our most recent orders are also showing a 0 day handle time. We've changed nothing, so we can't understand why this has happened. If it's an Amazon glitch, they need to fix it immediately.
Seller_5HWPhkqmyqcqt
so far nothing from amazon about not counting these orders against metrics
Seller_tjT9AvQHnjO4x
Chiming in to say we are seeing the same issue. As of mid-day 8/7, orders still coming in with fulfillment date matching the account default handling time and not item specified handling time.
Seller_vKPLW8M3oVonb
Happening for us as well.
So far 30+ orders have come in with zero handling time.
@SEAmodCan this be escalated urgently please? We opened a case on this: 18243674591
Seller_vKPLW8M3oVonb
@CR_AmazonCan you please get involved?
Seller_udNRJDqDI2UlS
I am experiencing this as well. My handling times are displaying correctly inside seller central and are 3+ days at minimum. However, most of my orders that are now coming in are for 2 day handling times.
For much of my catalogue the delivery dates are now just set to a standard window that do not reflect the delivery dates that were set individually. Very nervous that this will destroy our account health metrics as only some of these orders I can put a rush order in. My issue is compounded as I also use handling times as a buffer for the delivery promise.
Case ID: 18245436171
Screenshots are included in the case.
Seller_N4aQ7IYs2P8we
Happening to me too. I manually set many of my listings to 2 or 3 days handling time because thats what it takes. Amazon is randomly overriding those manual times and forcing next-day shipping. Not on all of them, but many of them. Very, very concerning. Just a matter of time before deactivation over late shipment rate.
