I'd like to request a mod take a look at order 111-2038352-8322622, received with a shipping date of Friday, Dec. 13 and a required delivery date of Sat, Dec. 14. The customer is local/within 2 day standard delivery. The only/required shipping method under SSA and FHT with OTDR protection was UPS overnight at a cost of approximately $48. The order is for a $10 item with free standard shipping. The order noted no expedited shipping charged to the customer. I shipped the order via USPS Ground Advantage and due to the holiday rush and with some luck, the item was delivered on time on the 14th. Hopefully, no metric hit.
I reviewed and confirmed my shipping options / shipping template, and ensured my account is still SSA and FHT enabled. I have had no other similar shipping issues.
However, I raised case ID 16836205251 inquiring how this happened, if and where any expedited shipping charges would show, and further instruction on how to resolve this discrepancy. I received a boilerplate reply that did not address the matter at hand. I escalated the case, twice, and received replies including the exact same denial/noncommittal verbiage: "In this case, Prime or Premium Shipping regions are automatically calculated based on where a shipment can reach within one day and two days using your SSA preferences, including your ship-from location, your shipping service, and your delivery zone limits (available only for Prime one-day and two-day region automation)". This does not explain how an order slipped through with overnight delivery required when no expedited (overnight) shipping option enabled, nor does it explain the party responsible for this upcharge.
How did this happen and how do I prevent it from recurring? @KJ_Amazon, @Connor_Amazon @Michelle_Amazon