Do you get a defect if an FBM package goes missing while in transit?
If an FBM package got several tracking scans the first few days but then no longer updates at all, what happens once the promised delivery date passes? Will this be considered as invalid tracking? Late delivery? Something else?
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
Is there anything I can do to prevent a defect? Should I contact and/or refund the buyer? I just don't want to end up suspended over this.
Thank you
Do you get a defect if an FBM package goes missing while in transit?
If an FBM package got several tracking scans the first few days but then no longer updates at all, what happens once the promised delivery date passes? Will this be considered as invalid tracking? Late delivery? Something else?
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
Is there anything I can do to prevent a defect? Should I contact and/or refund the buyer? I just don't want to end up suspended over this.
Thank you
10 replies
Seller_OvL8C4BJWiuS9
The buyer will most likely file an a-z claim for INR-did you use Buy Shipping?
Seller_R8ki3KTqShEFj
I do not use Amazon's shipping as I'm in Canada and don't think it's available here.
Can I pre-emptively refund the buyer to avoid a claim? I know on some marketplaces you get penalized for refunding a buyer that didn't specifically ask for a refund, is Amazon like that?
We're still a while away from the promised delivery date but I want to start getting ready for the worse case scenario.
The package left California for Hawaii on Feb 11th with an "In transit to next facility" on Feb 15th but nothing since, I'm hoping it's just a delay and not lost.
Seller_Hi7wbO2Kbo6bl
In general -- never babysit orders. The buyer will let you know if there's a problem. You could even stir up trouble from a package safely delivered but not scanned as delivered. Buyer was happy right up until the moment you contacted them.
Atlas_Amazon
Hello @Seller_R8ki3KTqShEFj
Thank you for the information provided regarding the issue that occurred with one of your recent orders. I understand that there are concerns with the tracking information, and the delivery scans not registering anymore. I know this can be concerning as there could be additional impact seen in the account, so I do want to provide some insight to assist in your understanding.
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
The metric that may see an immediate impact with this situation is the on-time delivery rate as mentioned by @Seller_OvL8C4BJWiuS9. This metric does track the orders that are not delivered by the promised delivery date. The impact would exist for up to 14 days before falling out of the time window that the metric tracks. The only other impact that you may see with this issue is if the buyer does provide negative feedback or opens an A-Z guarantee claim. This would impact your order defect rate for a longer time around 60 days before it no longer registers on the metric.
We would encourage you to review the metrics and monitor for any action that may be required from you. Any request for more information would come through your performance notifications with messaging on the account health page to inform you of the concerns. If you have any questions relating to this, we encourage you to refer to this thread so we may continue to provide support.
Best,
Atlas
Seller_LTNvvFJ2jqJOv
unless you use Amazon Buy Shipping don't expect much from Amazon, I know it's not right, but, this is the way.
Do you get a defect if an FBM package goes missing while in transit?
If an FBM package got several tracking scans the first few days but then no longer updates at all, what happens once the promised delivery date passes? Will this be considered as invalid tracking? Late delivery? Something else?
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
Is there anything I can do to prevent a defect? Should I contact and/or refund the buyer? I just don't want to end up suspended over this.
Thank you
Do you get a defect if an FBM package goes missing while in transit?
If an FBM package got several tracking scans the first few days but then no longer updates at all, what happens once the promised delivery date passes? Will this be considered as invalid tracking? Late delivery? Something else?
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
Is there anything I can do to prevent a defect? Should I contact and/or refund the buyer? I just don't want to end up suspended over this.
Thank you
Do you get a defect if an FBM package goes missing while in transit?
If an FBM package got several tracking scans the first few days but then no longer updates at all, what happens once the promised delivery date passes? Will this be considered as invalid tracking? Late delivery? Something else?
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
Is there anything I can do to prevent a defect? Should I contact and/or refund the buyer? I just don't want to end up suspended over this.
Thank you
10 replies
10 replies
Seller_OvL8C4BJWiuS9
The buyer will most likely file an a-z claim for INR-did you use Buy Shipping?
Seller_R8ki3KTqShEFj
I do not use Amazon's shipping as I'm in Canada and don't think it's available here.
Can I pre-emptively refund the buyer to avoid a claim? I know on some marketplaces you get penalized for refunding a buyer that didn't specifically ask for a refund, is Amazon like that?
We're still a while away from the promised delivery date but I want to start getting ready for the worse case scenario.
The package left California for Hawaii on Feb 11th with an "In transit to next facility" on Feb 15th but nothing since, I'm hoping it's just a delay and not lost.
Seller_Hi7wbO2Kbo6bl
In general -- never babysit orders. The buyer will let you know if there's a problem. You could even stir up trouble from a package safely delivered but not scanned as delivered. Buyer was happy right up until the moment you contacted them.
Atlas_Amazon
Hello @Seller_R8ki3KTqShEFj
Thank you for the information provided regarding the issue that occurred with one of your recent orders. I understand that there are concerns with the tracking information, and the delivery scans not registering anymore. I know this can be concerning as there could be additional impact seen in the account, so I do want to provide some insight to assist in your understanding.
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
The metric that may see an immediate impact with this situation is the on-time delivery rate as mentioned by @Seller_OvL8C4BJWiuS9. This metric does track the orders that are not delivered by the promised delivery date. The impact would exist for up to 14 days before falling out of the time window that the metric tracks. The only other impact that you may see with this issue is if the buyer does provide negative feedback or opens an A-Z guarantee claim. This would impact your order defect rate for a longer time around 60 days before it no longer registers on the metric.
We would encourage you to review the metrics and monitor for any action that may be required from you. Any request for more information would come through your performance notifications with messaging on the account health page to inform you of the concerns. If you have any questions relating to this, we encourage you to refer to this thread so we may continue to provide support.
Best,
Atlas
Seller_LTNvvFJ2jqJOv
unless you use Amazon Buy Shipping don't expect much from Amazon, I know it's not right, but, this is the way.
Seller_OvL8C4BJWiuS9
The buyer will most likely file an a-z claim for INR-did you use Buy Shipping?
Seller_OvL8C4BJWiuS9
The buyer will most likely file an a-z claim for INR-did you use Buy Shipping?
Seller_R8ki3KTqShEFj
I do not use Amazon's shipping as I'm in Canada and don't think it's available here.
Can I pre-emptively refund the buyer to avoid a claim? I know on some marketplaces you get penalized for refunding a buyer that didn't specifically ask for a refund, is Amazon like that?
We're still a while away from the promised delivery date but I want to start getting ready for the worse case scenario.
The package left California for Hawaii on Feb 11th with an "In transit to next facility" on Feb 15th but nothing since, I'm hoping it's just a delay and not lost.
Seller_R8ki3KTqShEFj
I do not use Amazon's shipping as I'm in Canada and don't think it's available here.
Can I pre-emptively refund the buyer to avoid a claim? I know on some marketplaces you get penalized for refunding a buyer that didn't specifically ask for a refund, is Amazon like that?
We're still a while away from the promised delivery date but I want to start getting ready for the worse case scenario.
The package left California for Hawaii on Feb 11th with an "In transit to next facility" on Feb 15th but nothing since, I'm hoping it's just a delay and not lost.
Seller_Hi7wbO2Kbo6bl
In general -- never babysit orders. The buyer will let you know if there's a problem. You could even stir up trouble from a package safely delivered but not scanned as delivered. Buyer was happy right up until the moment you contacted them.
Seller_Hi7wbO2Kbo6bl
In general -- never babysit orders. The buyer will let you know if there's a problem. You could even stir up trouble from a package safely delivered but not scanned as delivered. Buyer was happy right up until the moment you contacted them.
Atlas_Amazon
Hello @Seller_R8ki3KTqShEFj
Thank you for the information provided regarding the issue that occurred with one of your recent orders. I understand that there are concerns with the tracking information, and the delivery scans not registering anymore. I know this can be concerning as there could be additional impact seen in the account, so I do want to provide some insight to assist in your understanding.
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
The metric that may see an immediate impact with this situation is the on-time delivery rate as mentioned by @Seller_OvL8C4BJWiuS9. This metric does track the orders that are not delivered by the promised delivery date. The impact would exist for up to 14 days before falling out of the time window that the metric tracks. The only other impact that you may see with this issue is if the buyer does provide negative feedback or opens an A-Z guarantee claim. This would impact your order defect rate for a longer time around 60 days before it no longer registers on the metric.
We would encourage you to review the metrics and monitor for any action that may be required from you. Any request for more information would come through your performance notifications with messaging on the account health page to inform you of the concerns. If you have any questions relating to this, we encourage you to refer to this thread so we may continue to provide support.
Best,
Atlas
Atlas_Amazon
Hello @Seller_R8ki3KTqShEFj
Thank you for the information provided regarding the issue that occurred with one of your recent orders. I understand that there are concerns with the tracking information, and the delivery scans not registering anymore. I know this can be concerning as there could be additional impact seen in the account, so I do want to provide some insight to assist in your understanding.
Will I end up getting a defect if it still hasn't been delivered by the promised delivery date and never updates again?
The metric that may see an immediate impact with this situation is the on-time delivery rate as mentioned by @Seller_OvL8C4BJWiuS9. This metric does track the orders that are not delivered by the promised delivery date. The impact would exist for up to 14 days before falling out of the time window that the metric tracks. The only other impact that you may see with this issue is if the buyer does provide negative feedback or opens an A-Z guarantee claim. This would impact your order defect rate for a longer time around 60 days before it no longer registers on the metric.
We would encourage you to review the metrics and monitor for any action that may be required from you. Any request for more information would come through your performance notifications with messaging on the account health page to inform you of the concerns. If you have any questions relating to this, we encourage you to refer to this thread so we may continue to provide support.
Best,
Atlas
Seller_LTNvvFJ2jqJOv
unless you use Amazon Buy Shipping don't expect much from Amazon, I know it's not right, but, this is the way.
Seller_LTNvvFJ2jqJOv
unless you use Amazon Buy Shipping don't expect much from Amazon, I know it's not right, but, this is the way.
