One-day/expedited shipping on FBM order required despite not offering overnight shipping
I'd like to request a mod take a look at order 111-2038352-8322622, received with a shipping date of Friday, Dec. 13 and a required delivery date of Sat, Dec. 14. The customer is local/within 2 day standard delivery. The only/required shipping method under SSA and FHT with OTDR protection was UPS overnight at a cost of approximately $48. The order is for a $10 item with free standard shipping. The order noted no expedited shipping charged to the customer. I shipped the order via USPS Ground Advantage and due to the holiday rush and with some luck, the item was delivered on time on the 14th. Hopefully, no metric hit.
I reviewed and confirmed my shipping options / shipping template, and ensured my account is still SSA and FHT enabled. I have had no other similar shipping issues.
However, I raised case ID 16836205251 inquiring how this happened, if and where any expedited shipping charges would show, and further instruction on how to resolve this discrepancy. I received a boilerplate reply that did not address the matter at hand. I escalated the case, twice, and received replies including the exact same denial/noncommittal verbiage: "In this case, Prime or Premium Shipping regions are automatically calculated based on where a shipment can reach within one day and two days using your SSA preferences, including your ship-from location, your shipping service, and your delivery zone limits (available only for Prime one-day and two-day region automation)". This does not explain how an order slipped through with overnight delivery required when no expedited (overnight) shipping option enabled, nor does it explain the party responsible for this upcharge.
How did this happen and how do I prevent it from recurring? @KJ_Amazon, @Connor_Amazon @Michelle_Amazon
One-day/expedited shipping on FBM order required despite not offering overnight shipping
I'd like to request a mod take a look at order 111-2038352-8322622, received with a shipping date of Friday, Dec. 13 and a required delivery date of Sat, Dec. 14. The customer is local/within 2 day standard delivery. The only/required shipping method under SSA and FHT with OTDR protection was UPS overnight at a cost of approximately $48. The order is for a $10 item with free standard shipping. The order noted no expedited shipping charged to the customer. I shipped the order via USPS Ground Advantage and due to the holiday rush and with some luck, the item was delivered on time on the 14th. Hopefully, no metric hit.
I reviewed and confirmed my shipping options / shipping template, and ensured my account is still SSA and FHT enabled. I have had no other similar shipping issues.
However, I raised case ID 16836205251 inquiring how this happened, if and where any expedited shipping charges would show, and further instruction on how to resolve this discrepancy. I received a boilerplate reply that did not address the matter at hand. I escalated the case, twice, and received replies including the exact same denial/noncommittal verbiage: "In this case, Prime or Premium Shipping regions are automatically calculated based on where a shipment can reach within one day and two days using your SSA preferences, including your ship-from location, your shipping service, and your delivery zone limits (available only for Prime one-day and two-day region automation)". This does not explain how an order slipped through with overnight delivery required when no expedited (overnight) shipping option enabled, nor does it explain the party responsible for this upcharge.
How did this happen and how do I prevent it from recurring? @KJ_Amazon, @Connor_Amazon @Michelle_Amazon
5 antwoorden
KJ_Amazon
@Seller_YP2wGTp2WTRuV
Thank you for sharing the details about that order, and I apologize for the delay in responding.
I reviewed the details you shared about in the support case. Shipping Service Automation was active for the order, and a non-premium shipping service was used to calculate the delivery promise. As it was a nearby destination, the delivery promise was calculated as the next day.
Our partner teams are continuing to investigate the issue of occasional discrepancies between the shipping service used to calculate the delivery promise and the services available as OTDR/Claims Protected at the time shipping is purchased.
When this happens you have the option of purchasing the shipping service was used to calculate the delivery promise, although it is not protected. If issues arise from that, you can request to escalate any appeal for metrics problems.
KJ_Amazon
KJ_Amazon
Thank you for your reply, however, you are mistaken in that "you have the option of purchasing the shipping service [that] was used to calculate the delivery promise, although it is not protected." The service used to calculate the promise — USPS Ground Advantage, although my account is configured to use that and/or UPS Ground — was not available to purchase via the buy shipping tool. The only available option to purchase from Amazon and in order to remain OTDR protected was UPS Overnight Saturday delivery at a cost of $48.
Thank you for that update. Did you make a note of the specific reason that USPS Ground Advantage was blocked in Buy Shipping? If that shipping service was used to calculate the delivery promise but was completely blocked, I can share that information with our partner team for review.
Or when you write that it was not available, do you mean that it was available to be selected in Buy Shipping but not as a protected shipping service?
KJ_Amazon
