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,

I received a product authenticity complaint a few months ago, and have had appeals rejected due to insufficient documentation. Since then, I have been provided additional documentation from my supplier, which was supplied to Amazon on 30 May 2025. I have not heard back since, and would be grateful for an update regarding this submission. Additionally, if there are any further questions, please let me know.

Regards,

minskin

Hi Sellers and Amazon Support,

I’m encountering a serious issue when trying to access my Amazon Seller Central account. Every time I log in, I receive the following message:

Not Authorized – You do not have access to merchant A39Q5DAXTC117G. Please pick a different merchant or marketplace.”

🛑 I’m completely locked out of my seller account and cannot manage any listings, orders, or account settings.

🕒 This started on June 15, 2025, and I’ve tried the following:

Switching accounts

Clearing browser cache

Trying multiple devices and browsers

Nothing has worked so far.

Has anyone else experienced this issue?

I need urgent help or guidance on how to fix or escalate this. If this is a system bug or linked to a suspension or permission change, please advise the proper steps.

Thank you in advance

Hi,

Can anyone please help or point us in the right direction. Is there a specialist escalations team or contact email to help resolve our problem? Has anyone experienced this before? Thank you so much in advance.

Sorry for the length of this message.

• Our problem:

Despite being granted exemption from Valid Tracking Rate (VTR) in July 2023 (Case ID 8840550782), our FBM furniture listings (on Amazon.co.uk) were deactivated on May 21st 2025 “due to low Valid Tracking Rate”.



We have spoken with Account Health, who advised we submit an appeal. However, the two appeals have been declined, each citing that “to avoid low VTR and potential deactivation, we should use one of Amazon’s integrated carriers”. No acknowledgement that our FBM furniture offerings are exempt, even though we included the aforementioned case ID in our appeals.

After the failed appeals, Account Health advised that we should contact Seller Support in a new case ID and request that they confirm the exemption - even though exemption was, and still is, confirmed in a previous case ID(!!). Upon speaking with Seller Support, they stated that they can not confirm exemption if it has already been confirmed in a different case ID.

We are at a complete loss and don’t know who to turn to, to get our case resolved.

• Our exemption from VTR:



The reason we were granted exemption from VTR in July 2023, is because the heavy and large (non-palletised) freight we send, is too large and heavy to go via any of Amazon’s UK integrated carriers. Therefore orders are self-delivered using our own logistics. Deliveries are arranged and booked in directly with the customer, so that they know exactly when to expect it, including a 3 hour time time slot on the day. As this is an arranged booking service, "tracking" is not available. It is a white-glove delivery service, with detailed POD photos taken with each delivery.
Since using our own logistics, we have all but eradicated customer complaints and A-Z claims which would be related to transit damage or lost packages using alternative carriers.

Yet despite exemption from VTR and demonstrating excellent delivery performance and positive feedback, our listings have been deactivated.

• Seller Support to date:

We currently have an open case (ID: 11148219922) with Seller Support which has been a “Work in progress” since 27th May. The case addresses all of the above with much back and forth via chat and phone calls. We were assured via the latest chat (on 3rd June) this would be escalated as “high priority” with an internal team. Yet we have not received any updates or resolution, and it has been 17 days since we created the case, and 23 days since our listings were deactivated. We are growing incredibly anxious.



We are a very small business, and the business supports me and my family which includes 2 very young children. This is our livelihood. And each day our listings are deactivated is costing us and our business dearly.

If an Amazon community support member is reading this, please find I have copied a snippet of Amazon’s VTR article below with the clear reference to VTR Exemptions using self-delivered shipments and own logistics - see the last bullet point:

VTR exemptions
- As per Amazon's VTR FAQ and help article:

https://sellercentral.amazon.co.uk/help/hub/reference/G201817070

"We don’t calculate VTR for the following Fulfilled by Merchant shipments:


* Cross-border shipments below £20: Shipments to and from Germany, France, Italy, Spain, the Netherlands, Portugal, Poland, Austria, Sweden or Belgium below £20 (including shipping, excluding VAT) are exempt from VTR if shipped using a “letter” method.

* Untracked Royal Mail 1st and 2nd Class Letter stamps and franking are exempt from VTR if purchased through Amazon Buy Shipping (at no extra cost).

* Digital products such as audiobooks.

* Self-delivered shipments (that is, shipments that are delivered using your own logistics)."

Thank you to anyone who can help or tag someone who may be able to assist and help resolve this.

Best wishes,

Marion