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(639 results)🚚 MFN Roadmap: Shipping Settings and Carrier Complications
Hello Sellers!
Welcome to Week 3 of the MFN Roadmap: From Shipped to Delivered series. In Week 1 we covered LDR and VTR penalties, and in Week 2 we tackled shipping label costs and overcharges. This week, we're diving into a topic that frustrates many MFN sellers: what happens when your carrier delivers late — and how your shipping settings play a role in whether you take the hit.
Here's the reality: your delivery promise to customers is calculated from the settings you configure. If those settings don't reflect how your operation actually works, you're setting yourself up for late deliveries — even when your carrier performs normally.
For this event, we also invited an experienced seller to provide you with real, actionable insights. Please welcome seller @Seller_d8YGbIjNqwFxn !
How Your Delivery Promise Is Calculated
When a customer sees an estimated delivery date on your listing, that date is built from two components you control:
- Handling Time — The number of business days from when an order is placed to when you hand it to your carrier
- Transit Time — The number of business days your carrier takes to deliver from your location to the customer's address
Delivery Promise = Handling Time + Transit Time + Weekends/Bank Holidays
If either setting is too aggressive for your actual operation, your On-Time Delivery Rate (OTDR) will suffer — even if you're working as fast as you can.
What Is OTDR and Why Does It Matter?
On-Time Delivery Rate measures the percentage of your seller-fulfilled parcels delivered by the estimated delivery date. Sellers are expected to maintain a minimum 90% OTDR when fulfilling Fulfilled by Merchant (FBM) orders on Amazon.co.uk
OTDR performance directly affects your delivery promise eligibility. If your OTDR drops, Amazon may add extra time (promise padding) to your delivery dates — making your offers less competitive. Strong OTDR means faster promises, which means better visibility and conversion.
When Carriers Are Late — Who's Responsible?
If your carrier misses the delivery window, your OTDR takes the hit — unless you've taken specific steps to protect yourself.
Common carrier complications that can impact your metrics:
- Weather delays or force majeure events — Amazon may apply promise padding automatically during major disruptions, but localised delays often aren't covered
- Carrier capacity issues during peak periods — Holiday surges, Prime Day volume, and seasonal spikes can slow carriers down
- Incorrect carrier scan data — If your carrier doesn't scan on time or provides incomplete tracking, it can appear as though delivery was late even when it wasn't
- Carrier service downgrades — Some carriers may reroute parcels to slower services without notification
How to Protect Your Metrics: Amazon offers tools specifically designed to shield you from carrier-related delivery failures.
1. Enable Shipping Settings Automation (SSA)
SSA automatically calculates transit times based on your warehouse location, customer location, and real carrier performance data. Instead of guessing how long delivery takes to each region, Amazon uses millions of data points from the carriers you select.
Benefits of SSA:
- No more manual transit time calculations
- Delivery promises reflect actual carrier capabilities
- Amazon dynamically adjusts transit times during peak season, Prime Day, or weather events
2. Use Buy Shipping with OTDR-Protected Labels
Orders won’t have a negative effect on your OTDR when fulfilled using all three of Amazon’s automation tools:
- Shipping Settings Automation (SSA) enabled on shipping templates
- Automated Handling Time (AHT) enabled on your account OR a 0–1-day default handling time enabled
- Amazon Buy Delivery labels purchased through Manage Orders, Delivery API or multi-channel integrators with access to Buy Delivery.
Small-volume sellers (defined as those that ship fewer than 20 units during the 14-day evaluation period) are also exempt from OTDR requirements.
3. Enable Automated Handling Time (AHT)
AHT sets more accurate handling times for each of your products based on your historical performance — rather than applying a blanket 1 or 2 days across everything.
4. Set Realistic Handling Times
Be honest about how long it takes you to process and dispatch orders. If you consistently need 2 days but your handling time is set to 1, every order starts behind schedule. You can set handling time at:
- Default level (applies to all SKUs) — via Settings → Shipping Settings → General Shipping Settings
- Template level (applies to SKUs linked to that template)
- SKU level (overrides default for specific products)
5. Configure Order Handling Capacity
You can set a daily order limit for how many orders you can manage with your current handling time. Orders above that limit automatically get an extra day of handling time — without triggering a Late Shipment Rate defect.
6. Utilize Seller-Set Holidays During Affected Times
Seller-set holidays are configurable non-operating days that you can set for your account, which extend shipping and promised delivery date by the number of days you’ve set as holidays. You can still receive orders on custom holidays.
Shipping Settings Checklist
Use this quick audit to make sure your settings are working for you, not against you:
✅ Is your default handling time realistic for your operation?
✅ Have you enabled Shipping Settings Automation (SSA)?
✅ Have you enabled Automated Handling Time (AHT)?
✅ Are you using Buy Shipping with OTDR-protected labels?
✅ Have you set an order handling capacity limit?
✅ Are your dispatch-from addresses accurate and up to date?
✅ Are you using Amazon-integrated carriers (Royal Mail, DPD, Evri, Parcelforce, Amazon Shipping)? Helpful Resources
Helpful Links
- Shipping Settings Automation (SSA)
- Automated Handling Time (AHT)
- Buy Shipping Services
- Set Your Shipping Templates
- On-Time Delivery Rate
- Account Health Dashboard
- Create, edit or delete shipping templates
What's Next on the Roadmap?
On Thursday, we'll be posting about EasyShip — and whether it's the right fit for your business. Then next week is our LIVE Ask Amazon event on 26 August — where the Amazon MFN team will be here all day (8:00 AM – 5:00 PM BST) answering your questions in real time.
Have you experienced carrier delays that impacted your metrics? What shipping settings have made the biggest difference for your business? Share your experience below — your tips could help a fellow seller avoid a preventable OTDR hit.
Brand name removed from customer-facing titles despite Brand Registry and prior internal review
Hello Amazon Community Managers,
I am seeking assistance with a brand-name display issue affecting multiple ASINs under one registered Brand Registry brand.
The submitted product titles and Brand Name attributes are correct, but the brand name is being removed from customer-facing product titles when customers search using non-brand keywords.
I have already exhausted both Selling Partner Support and Brand Registry Support. Amazon has confirmed in writing that:
- this is caused by an Amazon-controlled product-title display experiment;
- the issue affects the brand across multiple ASINs;
- the relevant internal team has specifically reviewed the brand;
- the current display result was considered correct under Amazon's internal evaluation;
- there is currently no manual opt-out path available through support.
However, I have also found publicly documented Amazon Seller Forum cases involving substantially similar issues where the outcome was different.
Case 1 — Amazon Seller Forum:
An Amazon moderator explicitly stated:
“I see that they have approved your listings to display the brand.”
This confirms that, in at least one substantially similar case, the relevant Amazon team was able to approve brand-name display.
Case 2 — Amazon France Seller Forum:
In another similar case, the seller later confirmed that Amazon Support restored the brand name to the titles of ASINs created under the registered brand.
These cases are important because they show that similar brand-name display issues have previously received internal intervention and resulted in brand display being approved or restored.
My registered brand has been operating on Amazon for nearly seven years and has established a long-term sales history, customer review base, and Brand Registry presence.
I am not asking Amazon to disclose confidential algorithms, internal thresholds, or customer-behaviour data.
I am also not asking for a general opt-out from the experiment for all sellers.
I am asking whether an Amazon Community Manager can review my existing support history and help escalate this issue to the internal team responsible for the title-display experiment, particularly in light of the documented cases above where substantially similar issues resulted in brand display being approved or restored.
If Amazon considers the current result for my brand to be correct, I would also appreciate clarification as to why an equivalent corrective outcome was available in those similar cases but is not available in my case.
Relevant Case ID: 13173684952
For privacy reasons, I prefer not to publish my brand name, affected ASINs, Seller ID, or other account-specific information in this public discussion.
I can provide the affected brand name, ASINs, screenshots, support correspondence, and any additional account-specific details privately to an Amazon moderator if required.
Thank you for your assistance.
Negative Reviews: What You Can (and Can't) Do About Them
Hello Sellers,
Receiving a negative review is frustrating, particularly when you've put genuine effort into delivering a quality product and service. However, a single poor review doesn't define your business. What matters is how you respond: calmly, strategically, and within Amazon's guidelines.
Here's a practical guide to managing them effectively.
First: Understand What You're Dealing With
Before taking action, identify whether you've received a product review or seller feedback. These are different things with different resolution paths.
Product reviews appear on the product detail page and reflect the customer's experience with the item itself. They do not affect your seller performance metrics.
Seller feedback appears on your seller profile and reflects the buying experience (delivery, packaging, communication). This does affect your performance metrics.
When Can Amazon Remove a Review?
Amazon will only remove a product review for these specific reasons:
- The review violated Community Guidelines (offensive language, irrelevant content, or promotional material)
- The reviewer removed it themselves
- Multiple products were incorrectly listed as the same product
- Amazon detected unusual review behaviour and is limiting review display
Important: If a review remains active 48 hours after you report it, the moderation decision is final. There is no secondary appeals process for standard cases.
What You Can Do: Step-by-Step
1. Report the review (if it violates guidelines): Locate the review on the product detail page and select the "Report" button beneath it. Follow the prompts to submit your reason. Amazon's moderation team will review within 48 hours.
2. Respond professionally to seller feedback: For seller feedback (not product reviews), you can post a public reply via Feedback Manager. Keep it brief, professional, and solution-focused. Avoid arguing or sounding defensive
3. Address the root cause: Read the review carefully. Is there a genuine product issue? A listing description that could be clearer? Use negative feedback as data to improve your offering.
4. Request reviews from satisfied customers: Use the "Request a Review" button on the order details page. This is available between 5 and 30 days after the delivery date. More positive reviews naturally dilute the impact of negative ones.
What You Must Never Do
Amazon has a zero-tolerance policy on review manipulation. The following will result in immediate action against your account:
- Offering compensation (discounts, refunds, free products) in exchange for reviews or review changes
- Asking a reviewer to change or remove their review
- Using third-party services that sell reviews
- Having family members or employees post reviews
- Diverting negative reviews away from Amazon
Violations can result in permanent loss of selling privileges, fund withholding, product delisting, and legal action.
Focus on What You Can Control
A negative review is not a crisis — it's information. The most successful sellers use critical feedback to refine their products, improve their listings, and strengthen their customer service. Over time, consistent quality speaks louder than any single review.
Helpful Resources
- Customer Product Reviews— Review policies and guidelines
- Community Guidelines— What qualifies for removal
- Feedback Manager— Manage and respond to seller feedback
- Voice of the Customer — Monitor customer experience signals
Share Your Approach
What's your strategy when you receive a negative review?
Have you found effective ways to use critical feedback to genuinely improve your business? S
hare your approach below.
Paid profile to write fake reviews in UK
Hi!
Could you please escalate this case open from brand registry: 13238512502 to the proper team to investigate.
It is about a paid profile that is doing lots of reviews in different products, 5 and 1 star and is doing everyday more than 2 reviews.
We need some help to avoid this paid profiles who harm our business.
Thank you
URGENT: 155 sellable units scheduled for disposal – Case ID 13183165022
Hello Amazon Team,
I urgently need assistance to stop the disposal of my entire sellable FBA inventory.
On 17 August 2026, Amazon automatically created the following removal order:
* Removal Order ID: neKR/E5tCm
* Order type: Disposal
* Order source: Seller-configured automated fulfilable removal system
* Merchant SKU: DB-T1QM-M8X6
* Quantity: 155 units
* Disposition: Sellable
* Condition: New
* Current status: 155 Pending, 0 Disposed and 0 Cancelled
* Seller Support Case ID: 13183165022
These are sellable units belonging to my active listing. I did not manually create this disposal order and was unaware that the automated fulfilable-inventory settings were configured in a way that could dispose of my entire sellable inventory. I do not want these units disposed of or removed from FBA.
I discovered the order shortly after it was created and immediately opened the Removal Order Details page. Although all 155 units were still pending and none had been disposed of, the Cancel button was disabled. I refreshed the page and searched the order again, but the cancellation option remained unavailable.
I immediately contacted Selling Partner Support and clearly requested cancellation and warehouse interception before physical disposal began. The first response stated that the order was in “Pending Submission” status and could not be cancelled.
I explained that “Pending Submission” indicates the order had not yet completed physical processing and requested an urgent warehouse-interception request. I also asked to be transferred to a supervisor or Captive Team if the frontline associate could not submit the request.
The associate initially stated that they had access to the same resources and guidelines as the Captive Team. After I continued requesting escalation, the associate confirmed:
“We have alerted our manager to your issue and have forwarded your case to their attention.”
The associate then stated:
“Your request has been forwarded to our leadership team. Please expect a response within the next 4 hours.”
I requested the tracking reference and received Seller Support Case ID 13183165022.
Later, Support advised that because the matter was being handled internally, they could no longer provide a specific resolution timeframe. Their final response stated:
“Our internal team is currently investigating this matter and is working diligently to resolve it.”
My concern is that disposal is irreversible, while the investigation has no confirmed completion time. At the time I notified Amazon and requested interception, the removal order showed all 155 units as Pending, with 0 Disposed and 0 Cancelled. This proves that Amazon was notified before any units were recorded as destroyed.
I respectfully request that an Amazon Forum moderator urgently review Case ID 13183165022 and ensure that the internal FBA Removals Operations/Fulfilment Centre team takes the following action:
1. Submit an actual internal cancellation/interception request against Removal Order neKR/E5tCm.
2. Stop the order before any units are physically processed or disposed of.
3. Cancel all 155 pending units and restore them to my fulfilable FBA inventory.
4. Keep the existing Seller Support case open until the inventory is secured.
5. If retaining the units at FBA is technically impossible, convert the order to return-to-seller rather than allowing the inventory to be destroyed.
6. Confirm in writing how many units were successfully cancelled and returned to fulfilable inventory.
This order concerns my entire remaining inventory and represents a substantial, irreversible business loss. I contacted Amazon at the earliest possible stage, while every unit was still pending.
Please escalate this urgently and help prevent the destruction of 155 new and sellable units.
Thank you.
Amazon Double Standards - Anyone else had enough?
This week, we had yet another A to Z case opened where the tracking showed the item as being delivered, the customer confirmed that the parcel had been left at their address and was going to contact the police as they thought it had been stolen. Despite this, she decided to open an A to Z case and not surprisingly, Amazon took our money and gave it back to her in a heartbeat. I then appealed, showing clear, highlighted screenshots where she confirmed that the item had indeed been delivered, acknowledged that it was not our problem and she was going to contact the Police. Amazon upheld their original position as I "had not provided sufficient proof that the item had been delivered".
How much more evidence could I provide in this case????
On the flip side, we have case number 11191556652 still unresolved with Seller Support which has been live since July 2025. We have been told that:
1 - Amazon acknowledge that the problem is theirs
2 - The reimbursement of £360 odd is due to be paid as it has been authorised
3 - They are waiting for the relevant department to finalise the claim and make the payment
Strange how when a customer files a claim, they are refunded instantly, but when the seller is owed money from Amazon they are kept waiting over a year for it??!!
Royal Mail Tracked 24 & 48 not allow-listed in Buy Shipping – unresolved since March – Seller Fulfilled Prime
Hi,
I'm hoping an Amazon moderator can help escalate an issue that Seller Support have been unable to resolve for several months.
We are trying to use Royal Mail Tracked 24 through Amazon Buy Shipping for Seller Fulfilled Prime.
Our Royal Mail business account is correctly linked to Seller Central and currently shows as ACTIVE under Buy Shipping Preferences. Royal Mail is also showing as our number 1 prioritised carrier.
However, Royal Mail Tracked 24 is still not available correctly within Buy Shipping.
After numerous contacts with Seller Support, Amazon eventually confirmed that the specific ship method:
ROYAL_MFN_TRACKED_24
is not allow-listed/safe-listed for our seller account.
Amazon advised us that Royal Mail needed to initiate the allow-listing. We contacted Royal Mail, but they have confirmed that the service is active on our account and they are not aware of anything further they can activate from their side.
We have also supplied Amazon with our Royal Mail contract confirming that Tracked 24 is included and active.
This issue originally began when we attempted the Seller Fulfilled Prime trial in March 2026. We had to purchase Tracked 24 labels directly through Royal Mail because the correct service wasn't available through Buy Shipping, which then affected the Prime trial metrics.
We've now been trying to resolve this for months and seem to be going around in circles between Amazon and Royal Mail.
Our current Amazon support case is 12221526882.
We would really like to get Seller Fulfilled Prime operational before the Christmas peak, but we're unable to progress while this remains unresolved.
Could an Amazon moderator please escalate this to the appropriate Buy Shipping / Seller Fulfilled Prime technical team and have them investigate why ROYAL_MFN_TRACKED_24 is not allow-listed for our seller account despite our Royal Mail account being linked and active?
I'm happy to provide screenshots, our Royal Mail contract or any other information required.
Thank you.
Amazon Easy Ship Dates
I have just started using easy ship within the last 2 weeks as selling on standard shelf ship (with all protective measures in place) was giving me really bad dates.
I was told to change to easy ship as you don’t get any promise extensions on there as Amazon knows the courier has been and we have done all we can at our end. Having looked at all my orders they are all arriving in 1-2 days so I would say a 2 day delivery time would be fair.
Evri will only allow me to send minimum 160 parcels a day or the will remove the service from me as they dont make enough money otherwise.
I have went from doing this no problem to now only sending 20 parcels a day if im lucky.
This is because Amazon have moved my easy ship dates our by to 6 day delivery time? We are eligible and have active the 1-2 day shipping options.
I cant understand why they have done this and why I was assured this wouldn’t happen hence the reason for switching over.
Impossible to get in contact with anyone from the easy ship team either.
Buyer sent 1 of 2 items back, Amazon have refunded the full order
One of our buyers ordered 2 items, they opened a return and sent 1 back but Amazon have refunded both items. I messaged the buyer to confirm what they sent back and they replied saying it was just 1. I have appealed this with seller support providing this surely irrefutable evidence but after a few days I got the usual reply "Although we understand your position, we stand by our decision."
Do I just give up and accept the loss (again) or is there a way of getting this resolved?
Amazon SAFE-T — partial delivery / “Unable To Deliver” refund
Hi Ken,
Thank you for confirming that SAFE-T is the correct route for these cases.
Unfortunately, this is exactly where we are having a problem. We followed the SAFE-T process and provided both tracking numbers and proof of delivery, but Amazon has rejected the claim twice by applying the 20-day lost-in-transit rule to the Easy Ship parcel, even though we have repeatedly explained that we are not claiming reimbursement for that parcel.
Our claim is only for the separate parcel that was successfully delivered. Amazon refunded the full order even though 1 of the 2 items was delivered, and we are only asking for the value of that delivered item.
Order: 205-8891940-5825169
SAFE-T: 80853-57566-1383808
Easy Ship tracking T05PHA0031459968 = damaged in transit — not being claimed.
Evri tracking H061WA0000455054 = successfully delivered — this is the parcel we are claiming for.
Amazon refunded £25.99, and we are requesting only £12.99 for the delivered portion.
Could you please advise which SAFE-T claim reason/sub-reason Amazon expects sellers to select for this exact scenario, as none of the available options appears to describe a partial delivery followed by an automatic “Unable To Deliver” full refund?
We would also appreciate clarification on how Amazon wants sellers to handle these multi-parcel orders where Easy Ship only provides one label.
Thank you.
