Premium Shipping Eligibility
Has anyone had success offering one-day premium shipping when tracking rate is below 100%?
Because we just had a customer call, complaining that he wants an item sooner and there is no option for him to receive one day premium delivery.
I could not offer him it, and as a result I told him I would increase the price and make a note on the order to ship it premium. This is just a massive headache.
The whole reason that we do not have 100% tracking rate is because the service we use abroad does not provide tracking at all - it never has. The service still delivers on time in 98% of cases and when an item does go missing we take it as a loss, refund or reship to the customer and move on.
Amazon even goes as far to say “While orders with tracking tend to receive fewer A-to-z Guarantee claims and better seller feedback ratings, there is no direct penalty for not meeting the tracking performance target at this time.”
Well I disagree, there definitely is a penalty and that is being handed out through reduced revenue from orders.
Seems completely baffling considering we have great feedback, and have never had a succesful A-z stick on our account.
1 reply
Seller_9gxLEcl5fL4JO
I think the quote you are using from Amazon relates to standard shipping and asks that seller use tracked service to prevent customer issues.
Premium shipping such as 1 and 2 day delivery has always been subject to conditions you have to meet consistently, otherwise your eligibility is revoked. As far as I know, Amazon have not offered any suspension or leeway of these during Covid.
To maintain eligibility for Premium Shipping, you must meet or exceed the following requirements for the trailing 30 days:
- Valid tracking rate : 100% for Premium Delivery orders. For a complete list of approved carriers, click here.
- On-time delivery rate : Greater than or equal to 97% for Premium Delivery orders. For more information, see On-Time Delivery Score.
- Seller-initiated cancellation rate : Less than 0.5% for Premium Delivery orders. See Cancellation Rate for more details
To offer Premium Delivery options, you must continue to meet the requirements at all times, and we might revoke your eligibility if you fail to meet any requirements.
This means if you don’t meet these requirements, premium shipping options will disappear from your listings until you meet the criteria again. We have had our eligibility removed because customers paid for next day delivery and then weren’t in when the courier tried to deliver. It is a known issue that Amazon is not recognising and no amount of cases or emails to Seller Performance team changed this. We had to wait for over a month for those ‘late deliveries’ to drop off the rating before we were eligible again.
To check your current eligibility, you can go to: Performance - Account Health - Eligibilities
