usps Missing packages and major delays in delivery times
Usps has not been delivering packages on time, and even loseing packages. It is costing us money, products and our selling metrics. I have contacted the post office and they dont have a solution. Its no secret the usps is struggling but when does amazon step in and protect the sellers? Im having packages taking close to a month to deliver.
We have a mail truck that picks up our mail in skids. We print mainfest scan forms and send with the drivers. When the form is scanned it simply says, Shipment recieved, Package acceptance pending until it actually gets to the next plant (sometimes this is a week or more) Some of my packages arent getting scanned at all. We have had 2 go from california mo (where we ship from) to maryland with ZERO scans in between. Those orders show up lost and we lose the claim. Amazon states we did not ship in correct amount of time. (We ship 6 days a week, all orders go out same day if ordered before 2pm central time, if after they go out the next business day) We dont hold mail, we have had excellent rankings on shipping and we take it seriously. I did check on usps website to see what the Shipment recieved, package acceptance pending says:
What It Means: A postal facility has received a container or pallet of multiple packages, but processing has not started. Once the container is opened, each individual package will receive a scan indicating postal acceptance.
According to this the post office has posession, however this isnt sufficent for amazon to say we have shipped the package. My metrics are going down by the day because of the delays in processing at the plants.
We shipped around 66,000 packages last year
7 replies
Seller_4zBzdtgCyS9EI
If you did not use Amazon Buy Shipping you are on the hook for late and INR disputes and will rarely win an appeal, even with signature confirmation. If a buyer contacted you and claims they did not receive their item, consider yourself billed.
Amazon buy shipping will protect you from lost/delivered late package claims, IF and ONLY if, you follow these rules:
1. Your package was RECEIVED by the carrier and scanned as received, by the shipping deadline. The first scan that says "Carrier picked up package" does NOT count. Scan sheet scans do NOT count. It MUST be an "item received by carrier" scan as evidence that they received it, on time.
2. Your postage was printed via Amazon Buy Shipping
3. If a buyer contacts you to report INR/received late, you do NOT tell the customer ANYTHING (We will investigate/get back with you/please ask your neighbors….)
other than:
"Amazon customer service will handle this claim. Please open an A-Z claim" (And while it says you have 48 hours to respond, I would highly recommend responding sooner)
IF everything was done as above and the A-Z was held against you, appeal and state:
This shipment was covered by Amazon’s Buy shipping protection and according to policy should be funded by Amazon and not be held against the seller:
Ship By date was:
Received by carrier scan was (Within ship by window according to policy):
Tracking Number:
(If applicable:)
Buyer contacted us date:
Responded to buyer informing them to contact customer support (Within 48 hours as per policy):
Here is an entire Amazon thread you can read for more details:
https://sellercentral.amazon.com/seller-forums/discussions/t/47799475-681d-4fb0-943c-1acca5217dd6?postId=f5754131-a8c5-4486-bd64-8c0e5d2edc82
If you followed all rules and you’re A-Z appeal was denied, post it to the forum, including all the above information.
Seller_OLExu9oaUY0WR
I have the same exact problem and we ship in the exact same way. Most of the time it's fine and our metrics are perfect but during Easter, USPS lost about 60 packages and totally screwed us, we got 26 AtoZ claims and our metrics hit 1.30 defect rate (we shipped 2000 packages!) even if we reshipped all we could. Not a single customer wrote to us, so we were alerted quite late of the issue. We wrote to everyone, but the damage was done. The metrics tanked March, and Amazon took all of our buy boxes away, we went from 2000 sales a month to 200. Thanks Amazon. I haven't even bothered to fight it, it has happened before during holidays, and Amazon is the devil and it will just triple the pain to deal with the demented customer service you can barely understand. We have been here since 2008 and it makes no difference. It is what it is. We started to send heaps of inventory to FBA to compensate, which of course is what they want, so they can steal inventory, refund everything that moves, etc.
Nikki_Amazon
Greetings @Seller_DPfMOcb53RbqG,
Thank you for utilizing the seller's forum to obtain help with delays and lost packages caused by the shipping carrier USPS.
- Usps has not been delivering packages on time, and even loseing packages. It is costing us money, products and our selling metrics. I have contacted the post office and they dont have a solution. Its no secret the usps is struggling but when does amazon step in and protect the sellers?
If your shipping carrier isn't providing satisfactory service, we suggest exploring other options to ensure outstanding service for your customers. This not only helps maintain positive reviews but also prevents you from receiving negative metrics like LSR or ODR, ensuring smooth operation of your store on the platform.
As mentioned in the previous comment by @Seller_4zBzdtgCyS9EI, consider utilizing Amazon Buy Shipping or explore other shipping carriers' services available.
With Amazon's Buy Shipping services, you can buy shipping labels individually or in bulk, while automating shipment confirmation and valid tracking in Seller Central. Buy Shipping ensures that your products are delivered to your customers using a trusted network of shipping carriers
Please visit the pages Late shipment rate, Order defect rate and Use Buy Shipping services for more information .
The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
Wish you all the best,
Nikki
