Amazon Removed Premium Delivery For Customer Cancellation
I have lost my premium delivery due to a customer cancellation. Customer ordered a product for next day delivery and sent a message, it had the button for me to automatically accept the cancellation and was informed this would not affect my metrics.
A few weeks later I notice I have lost premium due to a single cancellation and when clicking the link for a report it showed up the order that the customer requested cancellation on. The cancellation rate on my dashboard is showing rightly as zero percent, it is only present on my premium shipping when I click the eligibility option. Only 14 orders now with this one cancellation so the rate is sitting at 7.1 percent. Everything else is 100 percent on time and tracking used.
I contacted seller support via chat. They understood the issue and said they would have to pass the issue on.
I get a response asking for a plan of action?
Hello from Amazon Selling Partner Support,
Thank you for taking the time to contact us. Rest assured that we are here to take care of any issue you have encountered and we always endeavor to assist our valued sellers with the highest quality of support.
I understand your concern regarding the reinstatement of your premium shipping eligibility that is removed due to Pre-fulfillment Cancel Rate for the order ID : 205-7749727-xxxxxx
I realize the importance that this has for you and I will help you to achieve the best resolution possible and give you the details behind every decision mentioned in this case.
Upon investigation, I found that you are currently not eligible for Premium Delivery Eligibility because your Pre-fulfillment Cancel Rate metric is currently 7.1% which should be less than 0.5% as per the requirement.
You can verify the same through this below link:
https://sellercentral-europe.amazon.com/performance/eligibilities?ref=sp_st_nav_sphelgb
Please be informed that, any time after an eligibility revocation, you can submit a Plan of Action to request the restoration of your eligibility to Premium Delivery.
Please know that you can pull detailed performance reports from the Customer Metrics page and send a Plan of Action that includes a root cause analysis of the performance issues and a plan to address these issues within a defined time period.
Note : Plans of Action should be sent to "seller-performance@amazon.co.uk". The team will verify the information provided by you and will take necessary action.
Upon reviewing further, I was able to determine that your account authorized a cancellation for order ID 205-7749727-XXXXXX. This action might have been approved by another user if you have multiple registered users for your account.
The bizarre thing is the bit at the end, I cancelled the order upon the customers request. Yes it was approved and doesn’t really matter who approved it, it was by the customer request.
I don’t know what plan of action they want me to take. Talking to seller support, they say they will pass it on and I get repetitive responses that are not helping.
Seller_7VbclcPFFRTnc
Forget SS as they can’t do anything
Have you written an appeal with the link to the order cancellation ?
0 replies
Seller_7VbclcPFFRTnc
Not sure why it affects Premium as its usually only SFP where you cannot cancel
As it is, you can appeal and even if its rejected, premium eligibility is usually automatically reinstated after 30 days
Seller_SITNVuZK87zGK
I didn’t think that you should cancel orders via messages now? Though I know customers still seem to be able to send order cancellation messages.
It might be worth checking the order in your Cancelled Tab in Manage Orders. Is it shaded yellow? I think it sounds like it would be - but worth checking.
Seller_7a38XNzczUOf8
Anyway carry on regardless, at least I have highlighted it and moved on. Just got a lengthy case log with repetitive answers, getting used to it now. Just received another response after explaining the issue again only to be sent a carbon copy of the original response that I posted above but signed off by a different seller support operative.
Seller_DTufFoxJuMU0M
The cancellation metric for Premium clearly states “Non-Prime PSO orders cancelled by seller/Total Non Prime PSO orders during |date range|”
As yours was cancelled by buyer it shouldn’t be on the metric, but good luck getting anyone at Amazon to see or admit it.
Seller_yXUaKtoT1ktUP
Premium delivery is a nightmare - we lose it regularly when we ship next day with DPD and the customer is either not home or takes the option for a different delivery date - how can a seller stop either of those things happening. You waste your time trying to talk to Amazon as no one you speak to has any way of doing anything.
Seller_K71iKhD8kX1da
SPF customer cancellations requests do not effect metrics anymore. When we first started doing SFP we cancelled orders when customers requested and we got suspended on SFP for going over 0.5% cancellation. After that we didn’t cancel any orders when requested.