Losing Prime
Hi,
we have received this email from Amazon this morning.
"Dear seller
This was due to the drop in your Amazon Buy Shipping Usage rate for your Seller Fulfilled Prime orders below the 98% requirement of the program. In the period from 12th June to 17th June (week 24) , your Buy Shipping Service Usage rate was 33.33%
Amazon Buy Shipping Usage is calculated as the percentage of Prime orders where Sellers have purchased shipping through the Buy Shipping Services. In cases where no options are provided to you in Amazon Buy Shipping, you are permitted to use other carriers but must provide tracking for these shipments (allowed upto max 2% of orders).
One of the requirements of the Seller Fulfilled Prime program is to buy ship labels for at least 98% of your Seller Fulfilled Prime orders from Amazon Buy Shipping. Failure to meet the program requirements will result in suspending your eligibility for Seller Fulfilled Prime and turning off the Prime badge on your Seller Fulfilled Prime items.
In order to appeal this suspension, you need to submit a Plan of Action that explains:
- Why your Seller Fulfilled Prime Amazon Buy Shipping usage has fallen below the 98% level?
- What actions are you taking to remedy the situation?
- What measures you are putting in place to avoid the reoccurrence of this problem?
- What is the timeframe for the implementation of this POA?
We also recommend that you review your Prime Shipping template so that it is linked to the carrier(s) that you are onboarded with. Incorrect linking could impact the number of orders you are eligible to purchase through Amazon Buy Shipping. Note: you should only select those carriers that have been linked with Amazon."
To review your Seller Fulfilled Prime Performance Metrics and affected orders, you can visit your Seller Fulfilled Prime Performance Dashboard here - https://sellercentral-europe.amazon.com/seller-fulfilled-prime/seller-performance and click on ‘Download Defect Report’ , ensure you download the last 15 days of data and then filter the report to cover delivery dates within the time period stated above. Please note: your Performance metrics are subject to change over time as the data matures in our system.
Kindly Note :
1.Please respond to this email only through Seller Central case log. Please click on the link to reply over the case : https://sellercentral-europe.amazon.com/cu/case-lobby?ref=xx_caselog_count_home
2.For all proactive POAs, please reach out to Seller Support team with required/valid proofs.
3.Following the lifting of social distancing measures across our operations, SWA have removed the 15kg weight restriction. Please refer to your rate card for your permitted maximum parcel limit.
4.For more insight on this you can refer to this link : https://sellercentral-europe.amazon.com/gp/help/H22WG4PU4L46JRD
Please respond to this email no later than Friday,23-06-2023 by 3PM.
Kind Regards
Seller Fulfilled Prime Performance Team
Thank you for selling with Amazon."
We have tried repeatedly to contact Amazon and ask for their help as our ability to buy Prime shipping has gone. This is what is causing the problem and putting our prime status at risk. It was working absolutely fine just over 3 weeks ago and then it stopped. During this time I put in another call for help on this forum and someone suggested we changes our handling time to 9pm and then change it back. I did this and it started working and we thought the problem was solved. Unfortunately this only lasted a day as when we came to purchase prime shipping the following day it was again greyed out and there were no options for shipping meaning we had to just send it in our normal post to make sure the customer received their order on time. My question is what are we suppose todo as every time I try to contact Amazon they do not have any answers for us it just gets pushed on to specialists. These specialists come back with why the problem could be happening and not how to fix it. We were told the buy shipping usage % would go back up as we had submitted an appeal but they never did. Please can someone help us as we are trying our best to not lose prime but it feels like a loosing battle at the moment.
Thanks.
