We’re facing an ongoing issue with Prime promise padding being applied due to courier delays, and it’s causing significant challenges for our business. Does anyone here know how to report this in a way that gets attention or, ideally, how to request the removal of the "On-time delivery" metric? I’ve spoken to Amazon Seller Support, and they explained that this metric was designed to build a bridge between sellers and couriers. However, when the couriers recommended through the Prime program consistently fail to meet delivery targets, this so-called "bridge" seems non-functional. Instead, it feels like sellers are being held accountable for something that’s completely out of our control.
The situation is particularly frustrating because 80% of the items we sell are Prime-enabled, meaning the majority of our inventory relies on this program. We’ve already spent a considerable amount on marketing to drive traffic to our Prime listings, but the courier delays are resulting in missed delivery promises, which directly impacts our bottom line. Not only does this hurt our performance metrics on Amazon, but it also damages our reputation with customers who expect fast, reliable delivery through Prime.
We’re essentially stuck in a system where we’re paying to play by the rules, but the infrastructure Amazon provides isn’t supporting us in return. Has anyone else faced this issue? Is there a way to escalate it with Amazon or to push for changes in how this metric is applied? Any advice or insight would be hugely appreciated, especially from those who have found a way to resolve this or mitigate the impact.
