Hello @Seller_ae51e0CJoHqCX
Thank you for taking the time to share your experience — I know how frustrating it can be when operational issues outside your control start impacting your account performance and business.
While I'm not able to speak to the specifics of any individual account or pilot program, I can share some guidance that may help you move forward.
Understanding SFP Performance Metrics
To maintain Seller Fulfilled Prime eligibility, sellers must consistently meet the following performance thresholds on SFP orders:
On-Time Shipment Rate: at least 99%
Buy Shipping Usage: at least 98%
Cancellation Rate: no more than 0.5%
On-Time Delivery Rate: at least 97% (for orders shipped outside Buy Shipping Services)
It's important to note that SFP packages are considered "shipped" when the carrier scans the package for the first time — not when you confirm shipment. If carrier tracking or scan issues are contributing to metric drops, this is a critical detail to document.
You can monitor your metrics in Seller Central here: 👉 SFP Performance Metrics
Recommended Next Steps
Download Your Defect Report: This will help you identify exactly which orders and carriers are contributing to the metric defects. You can find instructions here: 👉 How to Download Your Defect Report
Submit a Plan of Action (POA): Even when the root cause involves a carrier integration issue, sellers are still expected to submit a POA to the Seller Performance team. In your POA, be specific about the orders flagged with defects and clearly explain the carrier-related circumstances. If you received an email from Seller Performance, you can reply directly to that email with your POA.
Contact Seller Support: If you haven't already, open a case through Seller Central Help and reference the specific metric impacted, the affected order IDs, and any carrier tracking discrepancies.
Regarding Your Ad Campaigns: While your SFP status is being reviewed, you may want to evaluate your active Sponsored Ads campaigns and consider pausing or adjusting bids on listings that previously carried the Prime badge to manage your ad spend more effectively.
On Feedback Concerns
If any negative buyer feedback results from delivery issues during this period, you can request removal through Feedback Manager in Seller Central if the feedback meets Amazon's removal criteria. If you work with a buyer to resolve a situation, but the buyer decides not to remove negative feedback, you may choose to post a response to the feedback, which is displayed on the Amazon website.
👉 Feedback Manager Guidelines
Wishing you the best,
Christine 🍂☕