Discrepancies Between Product Page & Seller Central Delivery Dates
We're encountering a significant discrepancy between the delivery dates shown on our product pages and what's displayed in the manage orders section of Seller Central. This inconsistency is perplexing, especially considering our 97%+ on-time shipping rate. The specifics of the issue are as follows:
According to the Delivery Fulfillment Insight Dashboard (https://sellercentral.amazon.com/seller-fulfilled-product/analytics/ref=xx_msfp_dnav_xx#FULFILLMENT_INSIGHT_DASHBOARD), our carriers deliver packages on average 0.3 days after the promised transit time. Despite this, Amazon has extended our delivery promises by 2.4 days on average, which is said to improve our on-time delivery rate by 7.5%.
Strangely, it's also stated that buyers received packages 4.1 days before the promised delivery date, which contradicts the need to extend delivery promises.
Most of our packages are shipped through Amazon Buy Shipping, accounting for 90% of our deliveries, under the assumption that it provides coverage for such discrepancies.
The core issues we need addressed are:
Most of the late deliveries reported were through Amazon Buy Shipping, affecting our promise gap metrics adversely. Yet, this does not reflect in our on-time delivery rate. How can these metrics show such a stark difference?
Why are we facing negative impacts for carrier delays despite using Amazon Buy Shipping, which is supposed to mitigate these issues?
When Amazon extends delivery times on product pages, this update does not appear in Seller Central's manage orders section, leading to confusion in order fulfillment.
The system's approach to delivery capabilities fails to consider factors like item size, delivery location, customer requests for delivery holds, or business customers not being open on weekends. This broad-brush strategy results in unfair penalization.
I have already opened a case (ID: 14957588051) with Amazon, providing all necessary documentation to illustrate the issues at hand, however I have not yet received a response. Additionally, I am adding pictures here with blurred details for customer privacy to further highlight the discrepancies.
This discrepancy between displayed delivery dates on product pages and Seller Central creates a significant challenge in managing customer expectations and efficiently planning our fulfillment strategy.
I'm reaching out to the community for advice on navigating this issue and also hope for moderator intervention to facilitate a quicker resolution. Any insights or similar experiences shared would be greatly appreciated.
Thank you
@Michelle_Amazon
@Steve_Amazon
@Glenn_Amazon
@Emet_Amazon
@Sandy_Amazon
@Bryce_Amazon
@Danika_Amazon
@Blake_Amazon
@CR_Amazon
Discrepancies Between Product Page & Seller Central Delivery Dates
We're encountering a significant discrepancy between the delivery dates shown on our product pages and what's displayed in the manage orders section of Seller Central. This inconsistency is perplexing, especially considering our 97%+ on-time shipping rate. The specifics of the issue are as follows:
According to the Delivery Fulfillment Insight Dashboard (https://sellercentral.amazon.com/seller-fulfilled-product/analytics/ref=xx_msfp_dnav_xx#FULFILLMENT_INSIGHT_DASHBOARD), our carriers deliver packages on average 0.3 days after the promised transit time. Despite this, Amazon has extended our delivery promises by 2.4 days on average, which is said to improve our on-time delivery rate by 7.5%.
Strangely, it's also stated that buyers received packages 4.1 days before the promised delivery date, which contradicts the need to extend delivery promises.
Most of our packages are shipped through Amazon Buy Shipping, accounting for 90% of our deliveries, under the assumption that it provides coverage for such discrepancies.
The core issues we need addressed are:
Most of the late deliveries reported were through Amazon Buy Shipping, affecting our promise gap metrics adversely. Yet, this does not reflect in our on-time delivery rate. How can these metrics show such a stark difference?
Why are we facing negative impacts for carrier delays despite using Amazon Buy Shipping, which is supposed to mitigate these issues?
When Amazon extends delivery times on product pages, this update does not appear in Seller Central's manage orders section, leading to confusion in order fulfillment.
The system's approach to delivery capabilities fails to consider factors like item size, delivery location, customer requests for delivery holds, or business customers not being open on weekends. This broad-brush strategy results in unfair penalization.
I have already opened a case (ID: 14957588051) with Amazon, providing all necessary documentation to illustrate the issues at hand, however I have not yet received a response. Additionally, I am adding pictures here with blurred details for customer privacy to further highlight the discrepancies.
This discrepancy between displayed delivery dates on product pages and Seller Central creates a significant challenge in managing customer expectations and efficiently planning our fulfillment strategy.
I'm reaching out to the community for advice on navigating this issue and also hope for moderator intervention to facilitate a quicker resolution. Any insights or similar experiences shared would be greatly appreciated.
Thank you
@Michelle_Amazon
@Steve_Amazon
@Glenn_Amazon
@Emet_Amazon
@Sandy_Amazon
@Bryce_Amazon
@Danika_Amazon
@Blake_Amazon
@CR_Amazon
0 respuestas
KJ_Amazon
Hello @Seller_dbfG158duhWXy I reviewed the Case ID you provided, but see that it is still open, and that the team is requesting further information.
Please continue to work with that team and provide the information so they can continue to investigate your questions.
Please follow back up here when they have provided you with more information.
For my review: can you please be more specific about your metric questions? Are you writing that you are meeting the delivery promise shown to sellers but not that which is shown to you in Seller Central? Please follow the information shown in Seller Central for the order.
Most of the late deliveries reported were through Amazon Buy Shipping, affecting our promise gap metrics adversely. Yet, this does not reflect in our on-time delivery rate. How can these metrics show such a stark difference?
Why are we facing negative impacts for carrier delays despite using Amazon Buy Shipping, which is supposed to mitigate these issues?
When you use Buy Shipping services and ship on time, you are protected against delivery issues and Valid Tracking Rate metrics. However, On Time Delivery metrics are not exempted.
KJ_Amazon
