Amazon seemingly not aware that there is no way to ship FBM orders to Canada.
We received an FBM order at our US store from Canada yesterday that has to ship today. We chose "Buy Shipping from Amazon" option as we always do. The only shipping option with Amazon was DHL. We purchased that shipping label but learnt that DHL currently does not ship to Canada when trying to book a pick-up.
Since USPS stopped shipping to Canada a while ago and UPS seemingly is not shipping there either, there is literally no way to ship orders to Canada at this time.
Should not Amazon be the first to know of these shipping situations and block Canadian buyers from placing orders on Amazon. This is so disrespectful to buyers and sellers. Buyers browse Amazon US store thinking they can still make purchases there when they can not. Sellers are not in a better situation. We have wasted all morning today trying to sort this out. First with DHL, then with Amazon and its totally incompetent SS who decided that our primary concert was being refunded for the label.
What about the order the customer from Canada has paid for and is expecting? Of course, they suggested that WE cancel it?! Yes, but it would look (to Amazon metrics) that we failed fulfilling the order for whatever our internal reasons could be. And there are none of our internal reasons - the package was ready to go this morning, but it can't. All Amazon SS suggested that we "look for other shipping options outside of Amazon"???
I wish they could provide more detailed information on such options because there are none, as far as we know.
Amazon's next suggestion was for us to contact the customer and ask them to cancel the order. Is this correct? I don't think so. It's not the buyer's fault that Amazon sells them orders that can't be fulfilled and as already mentioned, Amazon should be the first to know this!
Such unprofessionalism!
6 replies
Seller_nRFmxiQg4EGrw
Yes, Amazon should take action about situations like this. But just with things like approaching Hurricanes, they don't; they expect the seller to take the action needed.
You will have to cancel the order and take the hit; but one order shouldn't make a big difference, even if you are low volume and it pushes the percentage up. Then go into your shipping settings, and disable shipping to Canada, at least until things are resolved (which doesn't look like it will be anytime soon).
Seller_7LrAV0m5llaI7
You can literally use any other carrier. USPS is shipping to Canada just fine. My partner just received her nexus card from Washington, DC to Canada two weeks ago.
Yes, that is what you can do. There is USPS, UPS, FedEx. Also a multitude of smaller carriers that will forward to Canada post/UniUni/FleetOptics/Intelcom etc.
Seller_7LrAV0m5llaI7
Amazon has been full of glitches in the last year since they let AI take over their programming, and seller support does not understand the issue, and when you get to a leadership or captive team that does understand the issue, their AI systems do not let them fix the issue.
Then it's up to forum moderators to escalate the cases, but I've been hearing from forum moderators lately, that they don't know "exactly" where to escalate the cases to anymore, as the seller support and live chat escalations have been correct, and the escalation teams can't fix the issue due to their system not letting them.
I agree. Their AI has misclassified 123 of our listings now and shut them down for non existent compliance testing that does not apply to their product. This means Amazon's buyers now have a poor buying experience and now have to go elsewhere to buy these items, which leads to a loss of business for Amazon, when other marketplaces and sites actually know what they're doing. It takes business away.
KJ_Amazon
Hello @Seller_0JNslkNnWLtcD @Seller_7LrAV0m5llaI7 and all other sellers asking about DHL service to and from Canada. Other sellers are discussing this issue in the following threads:
DHL suspending shipping to Canada
I am in contact with our partner team, and have requested updates on this ongoing issue, and I will follow up here when I have more information to share. I do not yet have any details beyond what has been publicly shared by DHL.
However, when choosing the "Buy Shipping" from Amazon option, Amazon offers me the only one that is not workable. It must have been yet another of their glitches, yet, because there have been issues with shipping to Canada since last year we assumed that there were no shipping services to Canada from the US.
If there are no available shipping services within Buy Shipping that meet your needs, sellers have the option to purchase shipping outside of Buy Shipping.
If you reported specific orders where you believe a glitch blocked eligible shipping services, please share the Case ID so I can review the details.
KJ_Amazon
