Customer invoice request - Breach of SLA
Hi all, do you get punished if you fail to respond to a customer invoice request within 24hrs?
I responded 2.5hrs after the 24 hour deadline. I saw ‘breach of SLA in red’ when I went in to provide the invoice. It appears sales has kind of slowed since the incident yesterday or am I just been paranoid?
26 replies
Seller_e8SZYbHe2dZyL
Haven’t had a request for invoice. If you’re registered for VAT, you could use Amazon’s automatic invoicing.
Seller_z6B2L9xab6HlP
There’s no need to do it for every order only business orders and orders where the customer has requested one.
Invoice requests are included in the 24 hour turnaround, and it’s likely not following it will result in some sort of hit to metrics in determining the buy box. The extent of the ‘punishment’ and the threshold (e.g. just one message responded to late, or does it need more?) aren’t things that will be easy to find out.
Seller_KKcTTZzy6Jd6Q
The message SLA is no longer counted against you with the exception of customers that later file A-to-Z claims.
According to Amazon’s policies A-to-Z claims filed for any reason that have had even 1 late response from you will be automatically refunded with no option to appeal.
Seller_QhMDRcChvRCnD
I always respond quickly but sales are still very slow unless you are paying for advertising and paying paying paying…so I wouldn’t put it down to not responding quickly.
Seller_QeNk4tcWGTnSp
Service Level Agreement - A contract agreed between you and the buyer when they decided to buy your product. It’s similar to T&C’s but for the service provided by the seller to the buyer.
In relation to this: I think the contract outlines that the seller will give an invoice within 24 hours of a request.
Amazon and the buyer understands that things can come up, so its okay if your invoice is late, and no, it shouldn’t affect your sales from my knowledge. As long as you try and get most of your invoices on time, its okay if a couple are held back due to demand or because you’re resting on the weekend.
Seller_4uf47acAt7qyo
Hi Skwamy
I have missed a couple of them before and there has been no impact at all, so nothing to worry about
Seller_Bcx3e7mR7GFte
@Lennyonline, that’s comforting to know. I normally deal with all invoice requests the same night but that one slipped through the net.
In a few days time, my Amazon VAT automated invoicing service will kick in so one less thing to worry about…
Seller_Bcx3e7mR7GFte
@TwodoorGeorge and others - thanks for all your input and assurances. Much appreciated. Guess I will sleep easy now…
