99.5% OTD, 98.8% VTR, Premium Shipping Enabled… So Why Are Our Delivery Promises Still Being Extended?
Hi everyone,
I’m hoping a moderator can help because slowly losing the will on Amazon. 7 figure seller and the commitment levels from Amazon to make it impossible for sellers is killing us.
Our FBM account is currently running at:
• 99.5% On-Time Delivery Rate
• 98.8% Valid Tracking Rate
• Premium Shipping Eligible
• Same-day dispatch before cut-off of 11am
Yet Amazon has changed many of our offers from next-day delivery before cut off to broad delivery ranges which has caused a 70% drop in daily sales.
We’ve opened multiple cases:
• 12634887132
• 12632095552
Every response so far has been a generic explanation of how delivery promises work rather than explaining what is actually wrong with our account.
This issue is costing us thousands in lost sales every day. Customers simply buy from the seller showing the faster promise.
What makes it even more frustrating is that every now and then the Amazon gods seem to turn the tap back on and delivery promises improve, then they disappear again with no explanation., even though every single metric used points to us being eligible.
We’ve reviewed our metrics, Fulfilment Insights dashboard, Premium Shipping settings, handling times, cut off, holiday settings and carrier performance. Everything points to us qualifying for much tighter delivery promises than we’re currently being given.
Can a moderator please take a proper look at this and help get it in front of the team that actually controls delivery promise calculations?
At this point I’m not looking for another copy-and-paste Seller Support response. I just want someone to explain what is causing this and, if it’s a mistake, help get it fixed.
Thanks.
@Amyy_Amazon @Ana_Amazon @Dougal_Amazon @Kai_Amazon @Roberto_Amazon @JiAlex_Amazon @Indy_Amazon
99.5% OTD, 98.8% VTR, Premium Shipping Enabled… So Why Are Our Delivery Promises Still Being Extended?
Hi everyone,
I’m hoping a moderator can help because slowly losing the will on Amazon. 7 figure seller and the commitment levels from Amazon to make it impossible for sellers is killing us.
Our FBM account is currently running at:
• 99.5% On-Time Delivery Rate
• 98.8% Valid Tracking Rate
• Premium Shipping Eligible
• Same-day dispatch before cut-off of 11am
Yet Amazon has changed many of our offers from next-day delivery before cut off to broad delivery ranges which has caused a 70% drop in daily sales.
We’ve opened multiple cases:
• 12634887132
• 12632095552
Every response so far has been a generic explanation of how delivery promises work rather than explaining what is actually wrong with our account.
This issue is costing us thousands in lost sales every day. Customers simply buy from the seller showing the faster promise.
What makes it even more frustrating is that every now and then the Amazon gods seem to turn the tap back on and delivery promises improve, then they disappear again with no explanation., even though every single metric used points to us being eligible.
We’ve reviewed our metrics, Fulfilment Insights dashboard, Premium Shipping settings, handling times, cut off, holiday settings and carrier performance. Everything points to us qualifying for much tighter delivery promises than we’re currently being given.
Can a moderator please take a proper look at this and help get it in front of the team that actually controls delivery promise calculations?
At this point I’m not looking for another copy-and-paste Seller Support response. I just want someone to explain what is causing this and, if it’s a mistake, help get it fixed.
Thanks.
@Amyy_Amazon @Ana_Amazon @Dougal_Amazon @Kai_Amazon @Roberto_Amazon @JiAlex_Amazon @Indy_Amazon
16 replies
Seller_8mrawJx3pdUiW
@Angie_Amazonplease may someone look at this, selling on Amazon with vague policy enforcements not following their own policies is so tiresome
Seller_jucuK4xvuHzTF
It appears that many sellers are experiencing issues with delivery options on Amazon. A significant number of sellers have reported having their Premium Shipping options removed, and in our case, this has been unavailable since December 2025. We have 100% valid tracking over 95% on time delivery rate.
Despite submitting multiple appeals, we have received no response or meaningful feedback. Unfortunately, the increasing reliance on AI-driven processes seems to be creating more problems than it solves in some areas.
Many long-standing sellers are becoming increasingly frustrated and are beginning to question the long-term viability of selling on Amazon if these issues continue unresolved.
Christine_Amazon
Hello @Seller_8mrawJx3pdUiW
Thanks for reaching out on the Seller Forums.
One thing that can cause this behavior is how Amazon calculates delivery promises. The delivery date shown to customers is based on your handling time, carrier transit time, and any additional buffer Amazon may apply behind the scenes.
While sellers can see metrics such as OTDR and VTR in Seller Central, Amazon also evaluates other internal delivery performance signals when determining customer-facing delivery promises. Because of that, it's possible to see delivery estimates expand even when your visible metrics remain healthy. Those adjustments can also change over time, which may explain why the delivery windows sometimes tighten and then widen again.
A few areas I'd suggest reviewing:
Fulfillment Insights Dashboard — Take a look at the "OTDR without promise extensions" metric. This can provide additional insight into how orders are performing before any delivery buffers are applied.
Handling Time and Transit Time settings — Make sure the values configured in your shipping templates accurately reflect your actual fulfillment and carrier performance.
Carrier performance — Compare your carrier's real transit times against the transit times currently configured in Seller Central. Even small gaps can affect delivery estimates.
Although your published metrics look very strong, reviewing these areas may help identify why Amazon is displaying broader delivery ranges for customers.
I hope this provides some clarity.
Christine 🌻
Seller_s26NbZXiFkaoJ
Hello:
Recently, Amazon has changed its shipping method to SSA. From this platform, they will automatically adjust your shipping time scale to let customers know the exact time of delivery.
Your delivery must have been delayed by your courier. You need to check how many orders have been delayed by your delivery company.
Even though you are looking at your merit, there is another option under the account health option, which will tell how many orders were late.
If you found that the delivery promised was not met, Amazon will adjust your delivery promise accordingly
So go to account health, and check premium eligibility merits
Hope that help
Seller_TX7yhVegrfOrA
Ive felt and hear this from around Oct 25 to now.
things have settled down for me BUT my prime is now padded with all metrics perfect. We use same carrier for prime and standard and the standard template which is meeting all metrics isnt padded.
Tried talking to so many and i agree all you get is abit of hope then generic reply.
been padded since last bank holiday for 0 reasons, we have even switched it off and still when we retry it, padded.
I can say 100% you are not alone in this,
sadly it takes a top 100 seller to be effected for Amazon to sort it as again i believe its a software/glitch issue giving off bad data.
Seller_0XWc3TbYeT9US
We're having exactly this; a week ago our Seller Fulfilled Prime was showing next day delivery ETA, it's now showing slightly longer ETA than our standard service, which makes zero sense, but can't get Seller Support to understand (tbh I stopped trying after two emails, I mean what's the point?)
Seller_WDBlM63N2MqW9
Unfortunately we are in the same boat
OTDR & VTR is only for premium eligibility as fas as im aware and not what your pulling off account health which it seem this is what you are showing in this thread as VTR has to be 100% and OTDR above 92% to be elibible
mine is
100% OTDR for premium
100% VTR for premium
Multiple calls and emails and now just get same response of "its with the internal specialist team"
In the next 7 days my premium metrics will no longer exist as i have no premium orders to ship!
