Shipping Setting Automation order gets negative feedback and Amazon will not remove it
We recently began using Amazon's Shipping Settings Automation. One of the big draws to using SSA is the feedback protection for SSA orders. The following is pasted from the SSA FAQ (https://sellercentral.amazon.com/help/hub/reference/G8WRJF2N5B787XKQ):
"Additionally, with shipping settings automation enabled your account health is protected from negative feedbacks due to late deliveries, and we will suppress negative feedback related to late deliveries on your shipping settings automation orders, as long as:
- You shipped the orders on-time
- You provided valid tracking information
- You used the same (or faster) shipping service than what was used by shipping settings automation used to calculate delivery promise, which can be seen on the Order Detail page and the Order API."
If I read this correctly, as long as we meet these criteria, if a customer leaves a negative feedback related to a late delivery, Amazon will remove that feedback as long as we met the 3 criteria.
I have had two negative feedback in the past couple of weeks that were SSA orders, they were shipped on time, they had valid tracking, and they were shipped with the recommended service that Amazon used to calculate the delivery promise, but Amazon refused to remove the feedback. What am I missing?
The most recent feedback simply said "Shipped very slow", and it was neutral feedback. The shipping service that Amazon used to make the delivery promise was UPS Mail Innovations. When I asked Amazon to remove it, they refused, so I reopened the case and explained the SSA details I mentioned above, and they gave the standard response explaining the only times that Amazon will consider removing feedback.
Last week's feedback said "2 days late and still waiting", and it was negative feedback. The shipping service on this one was USPS Priority Mail. I made a mistake by requesting the feedback removal before I confirmed the package was delivered; it was not delivered when I opened the original case. However, the package had been delivered by the time I reopened the case and explained the SSA details.
I am confused. Does anybody have any guidance on why Amazon will not remove these feedbacks? I have tried escalating the case to get an explanation, and nobody seems willing to offer any more than the standard copy and paste refusal. If it is something simple, I would like to fix the issue so we can receive feedback protection benefits of the SSA program. TIA
Shipping Setting Automation order gets negative feedback and Amazon will not remove it
We recently began using Amazon's Shipping Settings Automation. One of the big draws to using SSA is the feedback protection for SSA orders. The following is pasted from the SSA FAQ (https://sellercentral.amazon.com/help/hub/reference/G8WRJF2N5B787XKQ):
"Additionally, with shipping settings automation enabled your account health is protected from negative feedbacks due to late deliveries, and we will suppress negative feedback related to late deliveries on your shipping settings automation orders, as long as:
- You shipped the orders on-time
- You provided valid tracking information
- You used the same (or faster) shipping service than what was used by shipping settings automation used to calculate delivery promise, which can be seen on the Order Detail page and the Order API."
If I read this correctly, as long as we meet these criteria, if a customer leaves a negative feedback related to a late delivery, Amazon will remove that feedback as long as we met the 3 criteria.
I have had two negative feedback in the past couple of weeks that were SSA orders, they were shipped on time, they had valid tracking, and they were shipped with the recommended service that Amazon used to calculate the delivery promise, but Amazon refused to remove the feedback. What am I missing?
The most recent feedback simply said "Shipped very slow", and it was neutral feedback. The shipping service that Amazon used to make the delivery promise was UPS Mail Innovations. When I asked Amazon to remove it, they refused, so I reopened the case and explained the SSA details I mentioned above, and they gave the standard response explaining the only times that Amazon will consider removing feedback.
Last week's feedback said "2 days late and still waiting", and it was negative feedback. The shipping service on this one was USPS Priority Mail. I made a mistake by requesting the feedback removal before I confirmed the package was delivered; it was not delivered when I opened the original case. However, the package had been delivered by the time I reopened the case and explained the SSA details.
I am confused. Does anybody have any guidance on why Amazon will not remove these feedbacks? I have tried escalating the case to get an explanation, and nobody seems willing to offer any more than the standard copy and paste refusal. If it is something simple, I would like to fix the issue so we can receive feedback protection benefits of the SSA program. TIA
0 respuestas
Seller_OvL8C4BJWiuS9
Just a question, you said shipping on time, was it scanned as picked up by the carrier on or before the ship date?
KJ_Amazon
@Seller_2hRc9bocXCA0F. I asked our partner team to review those order and shipment details to determine if the feedbacks are eligible for removal.
Have you filed a support case with your questions?
KJ_Amazon
KJ_Amazon
Hello @Seller_2hRc9bocXCA0F. Our partner team just let me know that they reviewed the three feedbacks and determined that two of the orders did meet the requirements you posted above, and the feedback has been suppressed.
For the third order, the team informed me that it was not shipped on time, and therefore didn't meet the suppression requirements.
Please let me know if you see any other cases like this. I also let our SSA team know about these feedbacks so they can keep an eye out for similar situations.
KJ_Amazon
