Delivery Performance & Withholding funds
Hi Everyone, I have two questions if anyone can help.
Our Delivery Performance is above the “Amazon Target of under 4%” because we are doing what we thought was good customer service, (Just one example) a customer purchased a bike and asked us a question about delivery, and we wrote to the customer to answer their question and had to wait for them to reply before shipping, so we “missed” the ship by date. Another example is we sold something to a customer and we wrote them to confirm they were aware of something relating to the product, again they didn’t reply for two days and we got hit again for the “missed” ship by date.
Is there anywhere you can go to explain this to amazon as our account health is getting getting hit for things out of our control or providing a good customer service?
Second Question, we have had a listing removed for “suspected counterfeit” claim, which I have appealed as we have the letter of authorisation from the rights owner, however I have noticed our payments
0 replies
Seller_xUKHc5xSYJmI4
Hi
All the targets are system generated. Unfortunately the system does not detect no response from the buyer as a result you will get a missed ship by date. It is known on the forum many buyers do not respond to seller messages which is frustrating for sellers who are waiting for a response to an enquiry before dispatching the order.
Same as the issue where the buyer leaves negative feedback for an order that arrived damaged but did not make the seller aware of it. Or negative feedback without letting the seller know there is an issue with the product. Or negative product review when they ordered the did not check the dimensions on the product listing before ordering the wrong size.
Seller_7VbclcPFFRTnc
no but what you can do to prevent future issues is extend your handling times