Hi all,

We’re looking for advice from other sellers or any guidance from Amazon regarding “Shipped Late” metrics on Seller Fulfilled Prime orders. In these cases, we dispatched on time using Amazon Buy Shipping, but the orders were still marked as late — seemingly due to courier delays or scanning issues outside our control.

Recent examples:

Order 1

Promised dispatch date/time: 13/06/2025 23:59

Actual dispatch (Buy Shipping): 13/06/2025 15:24

Courier first scan: 15/06/2025 01:39 (DPD UK)

Promised delivery: 14/06/2025

Actual delivery: 15/06/2025

→ Dispatched same day via Buy Shipping, yet flagged as “Shipped Late”

Still flagged as “Shipped Late” due to courier scan delay/delivery timing

Order 2

Promised dispatch date/time: 09/06/2025 23:59

Actual dispatch (Buy Shipping): 09/06/2025 14:00

Courier first scan: 09/06/2025 16:45 (DPD UK)

Promised delivery: 10/06/2025

Actual delivery: 11/06/2025

→ Dispatched well before the cut-off, but marked as late based on delivery date

Marked as “Shipped Late” – but the only anomaly appears to be the actual delivery date, which is outside our control

In both cases:

• We used Amazon Buy Shipping
• Orders were dispatched on time
• Delays seem to be due to courier scanning or delivery performance
• Yet the system still flagged us as late, which affects our Prime metrics.

Questions:

1. Is there any way to challenge these flags when there is clear evidence of on-time dispatch using Buy Shipping?
2. Is there any option to introduce a buffer or flexibility in delivery times for Seller Fulfilled Prime, especially when delays are caused by the courier?
3. Would using Amazon’s own delivery service prevent these issues, or would the same penalties apply if delivery is delayed?
4. Would using Amazon delivery service be of any help, or would the same rule apply - even if courier takes longer to deliver - we are being penalised

We take our Prime metrics seriously and always dispatch on time. Any advice or suggestions from others in the community would be greatly appreciated.

Thanks in advance!

Hi Guys. I know Amazon can be a frustrating place but my head is spinning as I cannot seem to get any kind of human being to look at our appeals. I am assuming a human isn't looking at our appeals as any human being would understand.

We had an Inauthentic complaint on a size variant ASIN which is a product that is handmade by us. I mean it's literally made by us and has been for 7 years. There is no possible way it can be Inauthentic in the first place. I have now done multiple appeals including giving links to our trademark and registered design of the actual product. I have on the last submission even included invoices for the material used in handmaking the final product. The response within 10 minutes after 2 hours compiling the appeal is that the invoices do not state the ASIN.

I find it very difficult not to swear. How on earth can the invoice show the ASIN when we hand make the product. I mean it's absolute lunacy.

We have been selling for 10 years and I find these times very difficult to stomach. I just don't even know how I can say anything else to them.

Please help me not lose my mind.

Thank You. Sophie

Hoping we can get some help here, we’ve made many cases on SS but the majority are not understanding the situation and we are losing thousands per month which will only increase if this is not sorted soon. We are currently 6 months in regarding the issue without a resolution.

The issue:

Amazon automatically and suddenly after 1 years of selling decided to change the visibility of our Brand and ASINs (not sure how, maybe browse node?), which in turn has made our listing unsearchable for all organic keywords. (not indexed)

We are only currently searchable by Amazon ads / searching our ASIN directly / searching for long tail low volume phrases / searching our brand name. Everything else, we have completely lost rank for.

I have provided evidence of this attached to case ID: 11204681412, for our main high volume keywords our ASIN used to have around 2.5% share of the impressions (we were consistntly top 10 on the first page organically) but 6 months ago this has fallen to 0%. Since then our organic rank has disappeared completely with our ASIN not being able to be found on any of the pages for the same keywords (hence 0% asin impression share).

We can also tell we have lost rank because our sales have gone from 40+ per day to 1-2 (which the ads are contributing to, as these still seem to work)

I have also tried to manually do an upload file to try to change the browse nodes, but this has not worked. The browse nodes were fine for 1+ years and are still correctly asigned in the backend of my listing.

Seller support say the listing is active, the asins in question are not flagged as adult products and the search feature is working as it should before proceeding to send me listing optimisation articles all of which I have read.

I am running out of options, therefore decided to put out this post to see if an Amazon admin or anyone on the forum can help us solve this. We are generating no organic sales, and losing all our rank to competitors which we spent 1.5 years gaining.

Thanks for taking the time to read this!

Is anyone experiencing the unknown charge on expenses in "other" section?

I got charged -$£2,747.05

Support could not assist. They transferred me to someone else and I havent heard back ever since. I also tried to request that funds but the link they provided to me for video interview does not work. Funds team said they will respond in 10 business days but it is been 2 months.

I think they are starting to tell customers the order will not arrive for a further 5 days if the tracking shows it is late or there is no tracking.

I had around 30 messages yesterday all asking for a Refund because Amazon said the item was late. Today I have had over 10.

It doesn't help as Royal Mail are slow at the moment as well but Amazon don't need to give out super long delivery dates when the item is late. If the item has no tracking they shouldn't be giving out any updates at all.