Extended Delivery Window Being Shown to Buyers
I just got off the phone with Seller Support who informed me that effective October 1 Amazon extended delivery windows being shown to buyers for non-Prime merchant fulfilled orders. We noticed a massive drop in sales (even worse than they have already been). I was reviewing listings to try and get to the bottom of this latest issue and noticed 2 week delivery dates being shown to customers. The 2 weeks is if I were shipping to my own state.
We have AHT set at 2 days and delivery to our own state set to 2-3 day delivery. We had SSA in place, even after I disable SSA to play around with shipping times and templates Amazon then started displaying a 1 week minimum up to 2 weeks for delivery, again to our own state.
This is clearly deterring buyers from making FBM purchases thus negatively impacting business. I was told by the Seller Support agent that I could explain to potential buyers on the listing that we actually deliver faster than Amazon is advertising (this is against Amazon policy). I was also told that I could reach out to buyers who have completed purchases to explain to them that they will be receiving their packages much faster than the estimated delivery window Amazon provided them.
It is clear to me that Amazon wants to do away with 3rd party merchants who do not use their FBA services or force us into using FBA especially considering the high costs associated with improperly handled inventory counts, long receiving times, having to battle with Amazon every step of the way to correct an Amazon caused mistake, the list goes on.
Extended Delivery Window Being Shown to Buyers
I just got off the phone with Seller Support who informed me that effective October 1 Amazon extended delivery windows being shown to buyers for non-Prime merchant fulfilled orders. We noticed a massive drop in sales (even worse than they have already been). I was reviewing listings to try and get to the bottom of this latest issue and noticed 2 week delivery dates being shown to customers. The 2 weeks is if I were shipping to my own state.
We have AHT set at 2 days and delivery to our own state set to 2-3 day delivery. We had SSA in place, even after I disable SSA to play around with shipping times and templates Amazon then started displaying a 1 week minimum up to 2 weeks for delivery, again to our own state.
This is clearly deterring buyers from making FBM purchases thus negatively impacting business. I was told by the Seller Support agent that I could explain to potential buyers on the listing that we actually deliver faster than Amazon is advertising (this is against Amazon policy). I was also told that I could reach out to buyers who have completed purchases to explain to them that they will be receiving their packages much faster than the estimated delivery window Amazon provided them.
It is clear to me that Amazon wants to do away with 3rd party merchants who do not use their FBA services or force us into using FBA especially considering the high costs associated with improperly handled inventory counts, long receiving times, having to battle with Amazon every step of the way to correct an Amazon caused mistake, the list goes on.
87 respuestas
Seller_8cIsVssvO29X6
Thank you, I remember doing that when I had a case awhile ago but I never was able to talk live with a person. I remember that sometimes that is an option and sometimes it isn't. I will keep that in mind and should open a case because Amazon keeps changing handling times on my - making them shorter than the Shipping Settings I have had for 15 years - not longer in advance of Christmas mailing as some sellers have said. Wish Amazon would do that to me! Thank you again for reminding me of that. Best of luck with your case.
Seller_u9sWbO6CHxYFV
Exact same issue here! My sales are half of what they were before I set SSA and AHT. Delivery times shown to customers on my items are now 2 plus WEEKS OUT! That's RIDICULOUS!
Seller_8HBeojhszSviQ
A bit of an update from today's call with Seller Support. I was told that my case from 10/4 was finally transferred to the technical team. They identified nothing wrong with my account or my settings that would cause these long delivery dates to be displayed to potential buyers.
The member from the internal team who I spoke with today was very patient and eager to find a resolution. While on the phone with her she checked the status of the case which had been updated toward the end of our call.
She stated that the other internal team indicated that somehow Amazon incorrectly added what looked like a full week to the correct delivery dates . I am waiting for an update on when I can expect a fix/to be notified that the issue is resolved.
I was adamant about not only fighting for our account to be corrected but for the thousands of other sellers experiencing this same nightmare. I made it clear in all interactions with Amazon that this is a significant and widespread issue.
Feel free to share your experiences and any updates you have come across in getting a resolution.
Seller_b3m5hTin8xQg6
Does anyone have any updates? Our sales have been cut by over half because of this bug. We reached out to seller support on Friday but still haven't heard anything back.
KJ_Amazon
Hello @Seller_8HBeojhszSviQ and all sellers asking about delivery promises.
As many sellers know, additional time (known as a “promise extension”) may be added to the estimated delivery date that customers see to account for logistical factors that might slow delivery. When a promise extension is added, the customer sees a later date than the “Deliver by” date that you see.
I understand that sellers have strong feelings about promise extensions, and I have shared this feedback with our partner teams.
KJ_Amazon
KJ_Amazon
Hello @Seller_8HBeojhszSviQ
Please review the date range in the Fulfillment Insights Dashboard to see which orders may be included in the "Promise Extensions" section showing delivery promise extensions.
Since the date range is based on promised delivery dates, there will be a gap from when an order is placed and when it is eligible to be included in that dashboard.
I am continuing to share seller feedback about this topic with our partner teams.
KJ_Amazon
KJ_Amazon
I am not able to provide any seller/location/offer-specific details about why promise extensions are being added to any seller's offers. I understand that you and many sellers have strong opinions about how and when these extensions are applied, and I have shared those with our partner teams.
The dashboard metric we have been discussing is based solely on orders that have been placed that meet the delivery promise timeframe. The metric does not account for a seller's other available offers, whether or not those offers are also displaying extended delivery promises.
Seller_b3m5hTin8xQg6
We are having the exact same issue as TCS952 is having. Has anyone received an update on this? The Hurricane promise extension dates are over so it can't be related to that.
Seller_8M8iuPlv9MCNY
Same here...sales dropped like crazy! Extended delivery dates are shown to the customer, but from my selling point of view I see the actual estimated delivery dates when I'm viewing orders. I think it is a push for FBA honestly
