Shipping Settings Automation Feedback
Hi
I am really hoping the mods can help with this, @Julia_Amzn@Sarah_Amzn@Ezra_Amazon@Winston_Amazon
We received negative feedback for order 205-9712418-2897946. The feedback states,
"Ordered and paid for delivery on Saturday. Item has still not arrived. Poor service."
We are FBM and we use Amazon Shipping Settings Automation (SSA). This entire feedback is regarding delivery and has been caused by Amazon estimating Saturday as the delivery date. Our account is set correctly, we only use 'DPD Next Day'. This is not a guaranteed Saturday delivery service. DPD do offer 'DPD Saturday' at an extra cost. We do not offer this option.
DPD did not deliver on the Saturday. The customer then left the negative feedback. DPD then tried to deliver the following Mon, Tue & Wed but the customer was out. The parcel was ultimately returned to us.
The removal of this feedback is covered in Amazon's terms & conditions,
"With SSA enabled, your account health is protected from negative feedback due to late deliveries"
https://sellercentral.amazon.co.uk/help/hub/reference/G8WRJF2N5B787XKQ
We twice contacted seller support siting these terms and requesting the feedback be suppressed (Case ID 9730635532). It was refused.
We then contacted MD at Amazon three seperate times. The first time (Case ID 9732604362) they informed us that they couldn't remove as it was still in transit. The second time (Case ID 9742380932) we ensured the parcel had been delivered back to us but they responded saying it did not meet the requirements for removal. And finally, on the third attempt (Case ID 9754458292) they did not bother to respond.
Please could someone get this feedback removed or explain why it does not meet the requirements for removal.
Thank you.
HTFW
Shipping Settings Automation Feedback
Hi
I am really hoping the mods can help with this, @Julia_Amzn@Sarah_Amzn@Ezra_Amazon@Winston_Amazon
We received negative feedback for order 205-9712418-2897946. The feedback states,
"Ordered and paid for delivery on Saturday. Item has still not arrived. Poor service."
We are FBM and we use Amazon Shipping Settings Automation (SSA). This entire feedback is regarding delivery and has been caused by Amazon estimating Saturday as the delivery date. Our account is set correctly, we only use 'DPD Next Day'. This is not a guaranteed Saturday delivery service. DPD do offer 'DPD Saturday' at an extra cost. We do not offer this option.
DPD did not deliver on the Saturday. The customer then left the negative feedback. DPD then tried to deliver the following Mon, Tue & Wed but the customer was out. The parcel was ultimately returned to us.
The removal of this feedback is covered in Amazon's terms & conditions,
"With SSA enabled, your account health is protected from negative feedback due to late deliveries"
https://sellercentral.amazon.co.uk/help/hub/reference/G8WRJF2N5B787XKQ
We twice contacted seller support siting these terms and requesting the feedback be suppressed (Case ID 9730635532). It was refused.
We then contacted MD at Amazon three seperate times. The first time (Case ID 9732604362) they informed us that they couldn't remove as it was still in transit. The second time (Case ID 9742380932) we ensured the parcel had been delivered back to us but they responded saying it did not meet the requirements for removal. And finally, on the third attempt (Case ID 9754458292) they did not bother to respond.
Please could someone get this feedback removed or explain why it does not meet the requirements for removal.
Thank you.
HTFW
4 replies
Seller_dhR9AZAlsfHB7
Hi
Due to a lack of response here, I am adding some additional information in the hope this will help expedite the process. I have not opened a new thread as I am aware of forum rules.
Amazon's terms state SSA feedback suppression depends on the following,
"-You shipped the orders on time
-You provided valid tracking information
-At ship confirm, you used a shipping service that matches (or is faster than) the service that was used by SSA used to calculate delivery promise. You can see what method was used on Order Detail page and Order API.
-The order was shipped domestically."
This order was shipped on time. The ship by date was 'Fri, 19 Apr 2024'. DPD tracking shows it was dispatched that day.
A valid DPD tracking number was provided at the time of dispatch. The tracking number is still available to Amazon and the customer on the order page.
We used 'DPD Next Day' which is the only courier method we have selected in our Shipping Settings.
The order was shipped domestically. It was a UK address to from a UK address through Amazon.co.uk.
HTFW
Seller_dhR9AZAlsfHB7
Today we received the dreaded "This is our final decision regarding the feedback for this order."
Amazon need to change their terms and conditions because they are currently lying to people.
Seller_dhR9AZAlsfHB7
The feedback was finally suppressed. It took,
-One online chat with SS
-Six emails to SS over two cases
-Seven emails to MD
It should not be this difficult.
