very, very interesting…
We supply in the hobby / collectables market on Amazon and got the prime badge about 3 months ago. We lost it about 3 weeks ago due to delivery performance issues.
We cannot use FBA as our products change quickly and we create lots of new product listings to quickly supply a new opportunity.
The week we lost prime we had 5 deliveries that were collected by RM at 5pm on the day the orders were received by us (documents scanned by RM at that time) and then the depot scanned the actual parcels 24 hours later. They were delivered a day later than promised to the customer.
First appeal to Amazon to reinstate (because it was not our fault) failed with “Complain to RM and send us correspondence” which we did. RM said they investigated it and depot claimed they had no problems at that time.
Second appeal to Amazon failed with “Complain and escallate” So we did and had a good conversation with a more senior RM person who accepted they were at fault but could do nothing about it except make a full internal report hoping that someone further up in RM would see it. He did at least write to me accepting that it was likely our orders had been missed (see attachment).
Third appeal based on the RM letter is currently being assessed with Amazon response “At this time I am working with our internal team to reach a resolution on your case”. Which is different from previous responses that have all been “keep complaining and copy us with correspondence” so I am a little more hopeful.
All my appeals to Amazon have emphasised that the best chance of improvement in RM service is through the main person in Amazon responsible for the RM relationship talking to the same person in RM.
We should all put pressure on Amazon to change their prime requirements to represent the reality of what we can actually achieve.
Note please that Prime requires us to use RM Tracked 24 ONLY (Not Special Delivery) or DPD, and do that through Amazon shipping ONLY.
Would anyone in a similar situation message the prime team to emphasise that it is impossible to control this aspect of prime.
ALSO, we keep losing Premium Delivery Services (and then a few weeks later automatically getting them back) for the same reason as above. We have changed now to Special Delivery so I am more hopeful… we shall see.