@Seller_hvvNUJjgodXWj ,

I followed @KJ_Amazon's advice and asked the SFP Performance team directly why 1/23/2025 (Thursday) is showing 0% for both 1-Day and 2-Day in Speed Metrics for us, despite being an ordinary everyone-is-open-and-operating day.

You've got to see that conversation. It's hilarious. Basically, it was an admission of the case where left hand doesn't know what the right hand is doing. Plus, they admitted that the Speed Metric is not calculated properly, as I suspected.

At first, they tried to get rid of me by telling me that January 25th was a holiday (insinuating that 2-Day delivery was not available because all shipping carriers were closed). I looked up the holidays for that day and the only national holiday listed there was National Fish Taco Day. Something tells me that Amazon was not celebrating it by shutting down their operations. Neither did we, UPS, FedEx, USPS. Even Taco Bell was open. When I called this BS, they admitted they were wrong. At any rate, even if shipping carriers were closed on the 25th, it doesn't explain whey 1-Day speed was showing as 0% two days prior.

They also pulled some sample orders of mine from that day, but, conveniently, they were all placed after the 3:30 pm ET same-day shipping cut-off times that we have set in our shipping settings, i.e. looking at those orders was a moot point. I gave them a list of orders placed on 1/23 (Thursday) before the cut-off time and they started talking about Sunday and Monday, for some reason, ignoring the issue I pointed out.

At last, they admitted that 1/23 data was calculated incorrectly, said they are going to escalate it to the internal team and marked the case as answered, which means it went into a Black Hole and we're probably not going to find out what's going on.

However, the most valuable info I gained out of this conversation is Promise Extensions. @KJ_Amazon mentioned it in one of his replies, but I did not understand the scope of it at first:"The only exemption to the delivery speed requirement will be page views that have promise extensions applied, which is expected to occur only during severe weather or during major events where carrier capacity is constrained."

SFP Performance Team expanded on this: basically, they said, Amazon decides when to pad delivery timeframe that is shown to the customers and when to use promise extensions.

For example, it's a normal day, you offer an item with 1-Day Prime delivery, but Amazon might show the customer 2-3 days out for the soonest delivery. Sellers can't control that. Amazon takes all the data and reports from the shipping carriers, weather reports, etc., and decides on its own when, how, and whom to pad.

Now, here comes the funny part: Speed Metric will still calculate on what is actually shown to the customer, i.e. if there was a 2-3 day padding, we are screwed, it will show low percentage for those page views. However, SFP team said that promise extensions are excluded from speed metrics when they evaluate seller's performance against program requirements.

The problem is that low numbers will still trigger SFP program requirements warning emails, informing sellers that they fell below the thresholds. I don't know if SFP automatically discards such warnings that were caused by Promise Extensions, or if that's something they will have to do manually when a sellers is kicked out from the SFP program and files for re-instatement. If it's second, then it stinks, because that means hours/days/weeks of a stress trying to get to a right person at SFP who knows about this and can separate the data and re-instate participation i n the program. Sales and revenues are lost. It's an unnecessary stress.

What SFP Metrics team should do is to show a true Speed Metric with promise extensions applied, i.e. if a seller offer 1-Day delivery on a certain day, then the metric should give full credit to the seller for that page view, regardless of what Amazon decided to show to the customer.

I asked SFP team how to get re-instated quickly if such issue happens and I was ignored.

Anyway, I just wanted to share this with you.