SFP Delivery day not showing correctly, It is howing an extra day
HI Our metrics are all fine, however over the weekend delivery date promise has increased by one day on the listing and this is causing major slow down in sales. I can see many people have reported the same issue, but there seems to be no resolution replies. CAn anyone helpo?
Case ID:
13059302082
@Seller_NTHHF3FScEZ7J @Sky_Amazon@Angie_Amazon
SFP Delivery day not showing correctly, It is howing an extra day
HI Our metrics are all fine, however over the weekend delivery date promise has increased by one day on the listing and this is causing major slow down in sales. I can see many people have reported the same issue, but there seems to be no resolution replies. CAn anyone helpo?
Case ID:
13059302082
@Seller_NTHHF3FScEZ7J @Sky_Amazon@Angie_Amazon
7 replies
Seller_jGVxVIjqaXgJJ
HI, Any help would be great: @Topher_Amazon @Indy_Amazon@Josh_Amazon
Issue: URGENT ESCALATION: Our account has active SFP eligibility, but the front-end listing is showing an extended promise and suppressing the Prime badge. The order dashboard shows a Next-Day requirement, and we are still getting next day on the backend, but it is not reflecting on the front end. I have attached screenshots for reference. I have already checked my tracking and reviewed my whole account. Please escalate to Technical Operations / SFP Leadership to resolve this account-level Prime Promise configuration fault. Relevant ASIN: All ASINs account wide
Abbie_Amazon
Hello @Seller_jGVxVIjqaXgJJ,
Thank you for reaching out to Forums and for creating this thread with the detailed breakdown of your issue.
We can confirm that your cases are being actively investigated and this is being treated with urgency.
Your SFP metrics are compliant, as you've outlined. The issue appears to be a system-level discrepancy affecting your delivery date display account-wide.
The investigation is ongoing. Please continue to monitor your case log for updates. We understand the sales impact this is having and appreciate your patience
-Abbie
Seller_T4tLy3X4qsmpF
Hi,
Check your SFP delivery performance, its most likely a courier has delivered an order a day or two late which has caused this issue.
This happened to us also. We are back to normal now, but took approx. 1 week. You will still see your orders come through with next day SFP shipping times, but the customer will see 2-day delivery. We realised that Amazons SFP Royal Mail Tracked 24 had delivered 6 parcels within 2 days and not next day, which caused the defect. So we are just sending as much stock via DPD now.
You can see the Amazon response to our original case below;
Following our investigation, we have confirmed that a promise extension has been applied to your account at the carrier lane level based on carrier performance data. This extension is not targeted specifically at your selling account but is applied across the affected shipping lane to protect the buyer experience.
While we understand that you have dispatched orders on time and that the delays were caused by the carriers, the application of promise extensions is a business decision made by Amazon and is not adjustable by Selling Partner Support. The extension affects only the delivery promise displayed to customers on the product detail page. You are still expected to ship orders according to your standard commitment.
As carrier performance on the affected lane improves, the promise extension will be removed automatically. There is no manual override available, as this is a system-level business decision outside of Selling Partner Support's control
