Humble Appeal for Reactivation of seller-fulfilled offers Case id:17503859021
Dear Amazon Seller Performance Team
First and foremost, I sincerely apologize for failing to meet Amazon’s high standards for On-Time Delivery Rate (OTDR). I fully accept responsibility for this shortcoming and deeply regret the inconvenience caused to customers and the Amazon platform. My business thrives on customer trust, and I am committed to making immediate, lasting improvements.
Actions Taken to Improve OTDR:
1. Upgraded Logistics Partnerships
- Terminated underperforming carriers and switched to Amazon-approved logistics providers with proven track records.
- Implemented real-time shipment tracking and mandatory delivery confirmation scans.
2. Proactive Customer Communication:
- Added automated pre-shipment notifications informing customers of processing times.
- Personally contacted delayed-order customers within 2 hours to apologize and offer solutions (e.g., partial refunds, expedited replacements).
3. Operational Enhancements:
- Hired 2 additional packers during peak hours to ensure same-day dispatch for orders before 12 PM local time.
- Created a detailed OTDR checklist for staff training, emphasizing Amazon’s "Valid Tracking Rate" policies.
Results & Commitment:
Through these efforts, my OTDR improved from about 54% now to 70.67now as reflected in my dashboard. While this progress is insufficient, I pledge to:
- Maintain OTDR above 90% consistently through daily monitoring.
- Provide weekly OTDR reports to your team upon request.
Humble Request:
My family depends on this business, and I am prepared to accept any conditions to regain your trust. Please allow me to demonstrate my commitment to Amazon’s customer-first philosophy.
Gratefully awaiting your guidance,
FD
7 replies
Seller_VkNVsEVYEtxgv
My business now faces ruin, and my family’s livelihood hangs by a thread. Every minute without selling pushes us closer to collapse. I Beg for Your Mercy if anyone could help me
@Emet_Amazon
@Nano_Amazon
@Xander_Amazon
@Christine_Amazon
@Josh_Amazon
@Ricardo_Amazon
@Roberto_Amazon
@KJ_Amazon
@Jameson_Amazon
Seller_rI7BZIczK8iAC
This is the seller forum here and not the way you have to address your appeal. In Amazon's message they tell you exactly what to do and where to send an appeal or documents if they ask for.
Any private informations are absolutely useless and not professional at all!
Levi_Dylan_Amazon
Hello @Seller_VkNVsEVYEtxgv,
Thank you for sharing your appeal to address your seller-fulfilled offers deactivation.
I see that the deactivation is due to your On-Time Delivery Rate (OTDR) metric, and you would like to receive some guidance on what you are submitting to ensure it will be found acceptable. I understand that the lack of clarity here is causing significant stress for you as well as impact to your business. I would like to take a look and see how I can help.
"Case id:17503859021"
I was able to work with our partner teams about your situation and to review your appeal details. I want to clarify, that when submitting an appeal, you must correctly identify the root cause, explain what you have done to correct the issue, as well as provide detailed measures you have taken to prevent this issue from reoccurring in the future. If your corrective steps and preventative measures don't solve the root cause, your appeal will likely be rejected.
In the OTDR help page I found the requirements for reinstatement...
You will be asked to submit your appeal, along with the following:
If you’re a Professional seller who ships from the US and China, you’ll be required to meet the 90% OTDR requirement by using the following Amazon free-to-use fulfillment and shipping tools for your seller-fulfilled orders for the next 180 days:
- Shipping Settings Automation (SSA) to set accurate delivery dates through automated transit time calculations of your preferred ship methods.
- Automated handling time (AHT) to set accurate handling times per SKU, based on how long it usually takes you to pass each SKU to carriers. For new SKUs, the default handling time will apply until there are enough shipments for your automated handling time to be calculated.
- Amazon Buy Shipping to buy shipping labels that use highly reliable shipping methods for both Professional and Individual selling plans. You can use Amazon Buy Shipping through Manage Orders, Shipping API, Veeqo, or select multi-channel integrators with access to Amazon Buy Shipping.
If you don't have both your AHT and SSA enabled, this may be why your appeal has not been accepted as of yet. Using the above tools will ensure that your orders are OTDR compliant and once you have enabled the features, it will be important to mention them in your appeal.
Once you have reviewed the information above, please respond here and let me know once you submit a new appeal so I can monitor your progress. If you have any other questions or would like further clarity, please don't hesitate to let me know. The forums community and I are here to support you.
Wishing you the best,
LeviDylan
