Seller Fulfilled Prime - Performance drop on On-Time Shipment rate

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Seller_XbNxMbk9uyd76

Seller Fulfilled Prime - Performance drop on On-Time Shipment rate

for the last couple of weeks ive been getting this email from amazon:

Your on-time Shipment rate for your Seller Fulfilled Prime orders has fallen below the 99% requirement of the program In the period from 30th September to 6th October (Week 40) , your on-time shipment rate was 96.97%
On-time Shipment rate accuracy is the percentage of seller-fulfilled packages that are shipped by the estimated dispatch date. For orders you receive before the website cut-off time, you are expected to continue shipping these on the same day to which the order was placed.
One of the requirements of the Seller Fulfilled Prime program is to ship at least 99% of your Seller Fulfilled Prime orders on or before the promised ship date. Failure to meet the program requirements will result in suspending your eligibility for Seller Fulfilled Prime and turning off the Prime badge on your Seller Fulfilled Prime items. In order to avoid losing your eligibility, you need to submit a Plan of Action that explains:

  1. Why your Seller Fulfilled Prime on-time shipment rate has fallen below the 99% level?
  2. What actions are you taking to remedy the situation?
  3. What measures you are putting in place to avoid the reoccurrence of this problem?
  4. What is the time frame for the implementation of this POA?"

Kindly click on the Seller Central link below to review the order details and respond to this email no later than Friday , 12th October 2018."

Kind Regards
Seller Fulfilled Prime Performance Team

Thank you for selling with Amazon.

Now im not sure what is going on from amazon side but we dispatch all prime orders on the same day using royal mail tracked 24 for next day and royal mail tracked 48 for standard.

anyone else had this issue ?

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23 replies
Tags:Fulfilment, Packaging, Prime, Royal Mail, Seller fulfilled, Shipping
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Seller_f5cnodyVjLD4S

I am not liking the click on link reference in this e-mail.
I hope you didn’t use it and went instead to Seller Central directly yourself to check if you had any performance notifications from Amazon.

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Seller_FqalN2Equ13mj

We have had 2 so far, they do appear in the Case Log in your Seller Central Account.

The fist one was for 4 orders, although 1 order was for 2 x products so appeared separately and it looked like 5 orders.

What happened was that the 3 orders were not scanned by Royal Mail till the following day instead on the same day, a likely story i hear the sceptics cry!!

Luckily on this occasion, it was for orders we handed over to Royal mail on the Friday and we do not have collections over the weekend.

The parcels in question were scanned on the Saturday morning and therefore dispatched late in the eyes of Amazon.

The expected delivery date for the orders was the Monday and all the orders were delivered on the Monday, so they were not delivered late.

Our response was the following:

We understand the importance of meeting customer expectations and we view it as a privilege to be enrolled on the Seller Fulfilled Prime programme and was alarmed to see this case opened.

Upon receiving this case, I downloaded the report and investigated the orders concerned, there are 5 entries involving 4 orders, as one order contains 2 items so is showing twice.

THE ISSUE (Why our Seller Fulfilled Prime on-time shipment rate has fallen below the 99% level?)
The dispatch date for the orders was Friday 17th of August which Amazon is showing as when the labels were created, as expected, however the first scan by Royal mail is showing around mid day on Saturday 18th of August (Highlighted Green on the attachment), thus showing as being dispatched from here late.

We only have pick ups from Royal Mail between Mondays & Fridays and so I can categorically say that these orders were handed over to Royal mail on Friday 17th of August.

We do hand over all the Tracked Mail separately to the delivery driver.

Whilst I can say for certain that the orders left here on the correct day, I can only assume that 1 sack of mail, (all the orders contained the same item range and were probably packed at the same time), was not processed as it should, however all orders were delivered on time.

(What actions are we taking to remedy the situation? & What measures you are putting in place to avoid the re occurrence of this problem?)

We have contacted our Royal mail account manager by email to ask why our mail was not scanned as it should have been but i have not yet had a reply.

We continue to ensure that the tracked SFP mail is handed over first and separately to the driver that collects all our mail.

We have put the tracked SFP mail in a separate area closest to the door so that it is all together and is not mixed up with the other sacks and ready to hand over first before any other mail is handed over.

We will continue to contact our account manager to try and work out why our mail was not scanned the same day we handed it over.

(What is the time frame for the implementation of this POA?)

We have implemented this adjustment straight away.

It is worth noticing that the “actual_delivery_datetime” column on he file was not populated, so whilst I was checking the orders and tracking, I populated the field for each order and tracking shows that all orders were delivered on the expected delivery date of Monday 20th of August.

Regards

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Seller_BeDCXFnol2weV

hi we just got our prime back after being stopped by Amazon because royal mail failed to scan it in,
2 days later it has happened again despite all our yorks having a big 24 royal mail label on them, they are worse than useless

prms_latest_arrival_date ship_confirm_datetime carrier_first_scan_datetime clock_stop_datetime actual_delivery_datetime tracking_id
04/10/18 00:00 03/10/18 08:58 04/10/18 15:45 05/10/18 09:50 VB010173646GB
04/10/18 00:00 03/10/18 08:59 04/10/18 15:45 05/10/18 10:27 VB010173703GB
04/10/18 00:00 03/10/18 11:06 04/10/18 15:46 05/10/18 11:04 VB010174010GB
04/10/18 00:00 03/10/18 11:04 04/10/18 15:42 05/10/18 11:38 VB010173938GB
04/10/18 00:00 03/10/18 09:13 04/10/18 15:42 05/10/18 12:26 VB010173840GB
04/10/18 00:00 03/10/18 09:00 04/10/18 15:45 05/10/18 10:41 VB010173734GB
04/10/18 00:00 03/10/18 11:05 04/10/18 15:42 05/10/18 12:49 VB010173941GB
04/10/18 00:00 03/10/18 08:59 04/10/18 15:45 05/10/18 13:10 VB010173717GB
04/10/18 00:00 03/10/18 08:57 04/10/18 14:46 05/10/18 11:22 VB010173601GB
04/10/18 00:00 03/10/18 08:59 04/10/18 15:39 05/10/18 10:04 VB010173685GB
04/10/18 00:00 03/10/18 11:05 04/10/18 15:44 05/10/18 11:34 VB010173955GB
04/10/18 00:00 03/10/18 09:01 04/10/18 15:43 05/10/18 11:16 VB010173805GB
04/10/18 00:00 03/10/18 08:57 04/10/18 15:43 05/10/18 09:32 VB010173592GB
04/10/18 00:00 03/10/18 09:14 04/10/18 15:44 05/10/18 10:33 VB010173898GB
04/10/18 00:00 03/10/18 09:14 04/10/18 15:44 05/10/18 10:33 VB010173898GB
04/10/18 00:00 03/10/18 09:00 04/10/18 14:44 05/10/18 10:42 VB010173751GB
04/10/18 00:00 03/10/18 11:04 04/10/18 15:39 05/10/18 12:19 VB010173924GB
04/10/18 00:00 03/10/18 13:39 04/10/18 14:46 05/10/18 10:52 VB010174085GB
04/10/18 00:00 03/10/18 08:58 04/10/18 15:44 VB010173632GB
04/10/18 00:00 03/10/18 09:00 04/10/18 15:45 05/10/18 13:46 VB010173748GB
04/10/18 00:00 03/10/18 13:39 04/10/18 15:45 05/10/18 10:11 VB010174099GB
04/10/18 00:00 03/10/18 08:59 04/10/18 14:47 05/10/18 12:06 VB010173725GB
04/10/18 00:00 03/10/18 11:05 04/10/18 15:42 05/10/18 09:16 VB010173972GB
04/10/18 00:00 03/10/18 13:38 04/10/18 15:27 05/10/18 14:12 VB010174068GB
04/10/18 00:00 03/10/18 09:13 04/10/18 14:47 05/10/18 09:42 VB010173836GB
04/10/18 00:00 03/10/18 11:05 04/10/18 15:42 05/10/18 09:37 VB010173969GB
04/10/18 00:00 03/10/18 09:13 04/10/18 15:48 05/10/18 09:21 VB010173867GB
04/10/18 00:00 03/10/18 11:06 04/10/18 14:45 05/10/18 11:17 VB010174023GB
04/10/18 00:00 03/10/18 11:07 04/10/18 15:41 05/10/18 09:52 VB010174037GB
04/10/18 00:00 03/10/18 09:14 04/10/18 14:48 05/10/18 12:05 VB010173875GB
04/10/18 00:00 03/10/18 13:39 04/10/18 15:43 05/10/18 12:57 VB010174071GB
04/10/18 00:00 03/10/18 08:57 04/10/18 15:47 05/10/18 12:33 VB010173615GB
04/10/18 00:00 03/10/18 08:56 04/10/18 15:46 05/10/18 12:49 VB010173575GB
04/10/18 00:00 03/10/18 09:00 04/10/18 14:47 05/10/18 14:07 VB010173779GB
04/10/18 00:00 03/10/18 08:58 04/10/18 15:46 05/10/18 13:07 VB010173650GB
04/10/18 00:00 03/10/18 08:58 04/10/18 15:43 05/10/18 11:26 VB010173677GB
04/10/18 00:00 03/10/18 09:14 04/10/18 15:43 05/10/18 11:43 VB010173907GB
04/10/18 00:00 03/10/18 09:14 04/10/18 15:43 05/10/18 11:43 VB010173907GB
04/10/18 00:00 03/10/18 09:00 04/10/18 15:42 05/10/18 12:36 VB010173796GB
04/10/18 00:00 03/10/18 11:06 04/10/18 15:46 05/10/18 10:56 VB010174006GB
04/10/18 00:00 03/10/18 09:13 04/10/18 15:47 05/10/18 11:36 VB010173819GB
04/10/18 00:00 03/10/18 11:06 04/10/18 14:45 05/10/18 10:21 VB010173986GB
04/10/18 00:00 03/10/18 08:58 04/10/18 15:40 05/10/18 10:18 VB010173629GB
04/10/18 00:00 03/10/18 09:00 04/10/18 15:44 05/10/18 15:35 VB010173782GB
04/10/18 00:00 03/10/18 09:14 04/10/18 15:40 05/10/18 13:28 VB010173884GB
04/10/18 00:00 03/10/18 08:59 04/10/18 15:42 05/10/18 11:04 VB010173694GB
04/10/18 00:00 03/10/18 11:06 04/10/18 14:46 05/10/18 11:15 VB010173990GB
04/10/18 00:00 03/10/18 08:57 04/10/18 15:48 05/10/18 10:50 VB010173589GB
04/10/18 00:00 03/10/18 08:58 04/10/18 15:43 05/10/18 12:06 VB010173663GB
04/10/18 00:00 03/10/18 09:00 04/10/18 14:48 05/10/18 14:26 VB010173765GB
04/10/18 00:00 03/10/18 13:50 04/10/18 15:40 05/10/18 11:51 VB010174111GB
04/10/18 00:00 03/10/18 09:13 04/10/18 15:47 05/10/18 11:58 VB010173822GB
04/10/18 00:00 03/10/18 09:13 04/10/18 14:47 05/10/18 14:28 VB010173853GB
04/10/18 00:00 03/10/18 13:50 04/10/18 15:40 05/10/18 10:02 VB010174108GB
04/10/18 00:00 03/10/18 13:50 04/10/18 15:40 05/10/18 10:02 VB010174108GB

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Seller_3nYDEKuPvlpTC

The notice will be a case in your case log, you need to check in your report section which orders have fallen behind, track them and check what went wrong

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Seller_0P3Uj9DlKXrCV

We have also been getting these cases from Amazon lately. I thought he whole idea of “onboarding” our already existing Royal Mail accounts was to give them access directly to check on weather or not we were doing things properly ! If not, what is the point really?

In several cases so far it has been that Amazon has not received an update from Royal Mail so their “stop clock” fails to pick up a signal and marks it as late, on other occasions customers are not at home so when they FINALLY go and collect it from the post office, guess what, the Amazon system marks it as late! Not to mention the already far to often times that Royal Mail fail to meet the delivery deadline that then also counts against us! When Royal Mails 24 Tracked service level by their own admission only hits 96%… how are we to get 99% success with PRIME!(log into your OBA on Royal Mail, go to tracked items, service level to see yours)

We have only used PRIME for about 5 weeks now but to be honest, the time it takes to accurately and correctly answer these cases every week is far too time consuming and completely defeats the object of the ONBOARDING process in the first place in my opinion!

How would Amazon feel if we sellers asked for a report from them for each customer that puts an item in their basket and then cancels? Imagine it! Why did they cancel? What time did they cancel? What page did they view next? Did they purchase from next page? How much was next page product… I don’t think they could handle it either !

At the end of the day, when all said and done, 95% of these issues are due to Royal Mail NOT delivering when they say they will, it is they who should be answering to Amazon if THEY wish to keep being a PRIME ENABLED CARRIER !!!

(Rant over, close page, get back on with another dreary day! Bye !)

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Seller_KKcTTZzy6Jd6Q

Whenever you get a message like this, ensure you always respond with the requested information, try to make it sound like you’re acknowledging that something went wrong, even if it didn’t.
We get this a lot if we have to dispatch an order with hermes (out of the Amazon logistics shipping area), Hermes tend to scan the item at their depot at around 1am, which is the next day and sometimes classed as late.

Late dispatches only have a negative impact if they also arrive late.

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Seller_3nYDEKuPvlpTC

It means either royal mail did not scan them on the day of collection or they have not been collected, from tracking you provided above, the items were sent on 04/10/2018, it seems that some bags have not been collected or left behind either at your warehouse or royal mail depot. You need to contact royal mail to check why this has happened

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Seller_nNmrKa3tF7FAg

Just received one of these email with late dispatch. Looked at the orders in the report and no orders were dispatched late. Like others on this thread, orders were scanned late by Royal Mail. As this is the valid reason do Amazon accept this when appealing the case?

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Seller_nNmrKa3tF7FAg

How can this be proved? The dispatched dates on Amazon are all on time (when we buy shipping) and I know these were handed to Royal Mail on time but how can I prove that?

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Seller_XbNxMbk9uyd76

when i looked over the spreadsheet it was clear that we was doing everything on time and royal mail was the issue here, i simply replied back to the email with detailed explanation of each order that was flagged and told them that we done everything correct from our end and this visible in the scan logs and that Royal mail was at fault either due to late scanning or late delivery. hope this helps

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