Issue with Premium Shipping displayed to Buyers. Can't open support case about it.
Our 1 day Premium Shipping is showing to buyers for delivery on Tuesday. It should be showing as delivery tomorrow. Template is set up correctly, all metrics are perfect for Premium and OTDR for account is 100% and hasn't been lower than 98.6% this calendar year. Regular shipping not showing any delivery padding.
Had a premium sale on Tuesday (14th) that was showing correctly from our end so I assume was showing correctly to the buyer.
Tried to open a seller support case and no matter how I phrased things, it kept trying to get me to give an order ID and select which out of VTR, ODR, or OTDR it was affecting, which has nothing to do with this so I can't even open a case about it.
I think I need Mod help on this one, but if anyone has a way I can work around the support case issues to open one, I'd appreciate it.
Issue with Premium Shipping displayed to Buyers. Can't open support case about it.
Our 1 day Premium Shipping is showing to buyers for delivery on Tuesday. It should be showing as delivery tomorrow. Template is set up correctly, all metrics are perfect for Premium and OTDR for account is 100% and hasn't been lower than 98.6% this calendar year. Regular shipping not showing any delivery padding.
Had a premium sale on Tuesday (14th) that was showing correctly from our end so I assume was showing correctly to the buyer.
Tried to open a seller support case and no matter how I phrased things, it kept trying to get me to give an order ID and select which out of VTR, ODR, or OTDR it was affecting, which has nothing to do with this so I can't even open a case about it.
I think I need Mod help on this one, but if anyone has a way I can work around the support case issues to open one, I'd appreciate it.
5 replies
Seller_H1Iho3c24Wva5
I had this earlier this year. The only thing I found was that in SSA, Royal Mail and DPD were showing as Region coverage: 0.9% of country population for One-Day and Region coverage: 1% of country population for Two-Day.
Historically, this has always been around 95%, so I figured that had something to do with it.
I made a case about it, posted here, and emailed the MD address, stressing that the region coverage seemed incorrect and the drop in sales I was experiencing due to the extended estimated delivery. No explanation of what was happening was ever offered, but eventually it went back to Next Day.
Christine_Amazon
Hi @Seller_ZQyopdiwkUHOZ
What you're describing could be related to how Amazon calculates and adjusts delivery promises shown to customers. Sometimes the buyer-facing delivery date can end up being longer than expected even when your shipping settings look correct and your account performance is strong.
The date customers see isn't based only on handling time and transit time. Amazon's system also factors in things like weekends, holidays, and occasionally additional buffer time. In some situations the system adds extra time on its own to help avoid missed delivery expectations.
That said, with an OTDR sitting at 100% and never dropping below 98.6%, there doesn't seem to be an obvious performance reason for extra time being added. Since you mentioned everything was displaying correctly on Tuesday the 14th and only changed afterward, this feels more like a temporary system issue than something caused by your shipping settings.
For contacting Seller Support, I understand the challenge with getting routed into the right queue. A few sellers have had better luck by avoiding performance-related categories and instead opening the case through shipping-related paths.
You could try:
• Selecting "Shipping Settings" or "Shipping and Delivery" when creating the case
• Describing the issue as: "Delivery dates shown to customers are displaying incorrectly for Premium Shipping offers"
• Using the "Other Shipping Issues" option if that's available
Sometimes the wording and category selection make a big difference in where the case actually lands.
Christine🌸
