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    🚨 Late Shipment Claims Spike? Protect Your ODR Now
    by Seller_xkwDczt8sPSmx

    Hello Sellers,

    If you've noticed an uptick in late shipment claims recently, you're not alone, and it's worth addressing quickly. Late shipments don't just frustrate customers; they can trigger the negative feedback, A-to-Z claims, and chargebacks that make up your Order Defect Rate (ODR). An ODR above 1% can put your selling privileges at risk.

    Why this matters right now

    While Late Shipment Rate (LSR) is tracked as a separate performance metric from ODR, the two are closely connected. Late deliveries frustrate customers and often lead to negative feedback, A-to-Z Guarantee claims, or credit card chargebacks, which are the three components that make up your ODR. Even a small spike in late confirmations can trigger these defects and push you over the 1% threshold, resulting in account health warnings or potential deactivation.

    Understanding the Late Shipment Rate (LSR)

    Your LSR is calculated as the percentage of seller-fulfilled orders where ship confirmation was provided after the expected ship date. Amazon measures this over both a 10-day and 30-day window, and the target is to keep it below 4%.

    Common causes of late shipment spikes

    • Confirming shipment after the handling time window has closed
    • Carrier pickup delays that aren't reflected in your handling time settings
    • Bulk order surges without adjusted handling time
    • Forgetting to confirm shipment for orders fulfilled outside of Amazon's Buy Shipping services
    • System errors or integration issues with third-party shipping tools

    Steps to protect your ODR today

    1. Review your handling time — Go to Seller Central > Settings > Shipping Settings and ensure your handling time reflects your actual fulfillment capacity
    2. Confirm shipments immediately — Upload tracking as soon as the carrier picks up the package, not when it's delivered
    3. Use Buy Shipping — Orders shipped through Amazon's Buy Shipping services automatically receive valid tracking and timely confirmation
    4. Monitor your Account Health Dashboard — Check Performance > Account Health regularly to catch issues before they escalate
    5. Set up alerts — Enable notifications for orders approaching their ship-by date

    If your ODR is already elevated

    • Identify which orders contributed to defects in your Account Health Dashboard
    • For A-to-Z claims related to late delivery, respond to Amazon's request for further information within 72 hours with your tracking evidence
    • If you use a mix of FBA and seller-fulfilled orders, request removal of negative feedback that's solely about shipping speed on FBA orders (note: LSR only applies to seller-fulfilled orders)
    • Focus on reducing new defects — your ODR recalculates as older orders fall outside the 60-day window

    Helpful Resources

    💬 Share Your Experience

    We'd love to hear how you manage your shipping performance!

    • 🚚 Have you experienced a sudden spike in late shipment claims? What triggered it?
    • ⏱️ What adjustments did you make to get your metrics back on track?
    • 💡 Any tips for fellow sellers on preventing late confirmations during high-volume periods?

    Have questions? Comment them below, your strategies could help a fellow seller avoid account health issues!

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    Understand the INFORM Act and keep your account healthy
    by News_Amazon

    The INFORM Consumers Act is a US federal law designed to increase transparency for online customers. This law applies to you if you’re a high-volume third-party seller, meaning you’ve made 200 or more transactions resulting in $5,000 or more in gross revenue over a 12-month period.

    Under this law, we must collect and verify your name, a government-issued identification document, a business address, bank account information, a working email address, a working phone number, and a tax identification number.

    This information is collected and verified through your Seller Central account. Once verified, certain details including your business name, address, and contact information are displayed on your seller profile page so customers can identify who they're buying from.

    Your account can be deactivated if you don't complete required verification or certification steps when requested. If your account is deactivated, follow the reactivation steps in the account deactivation email we sent you, or go to Reactivate your account at the top of the Account Health page in Seller Central.

    Keeping your account information current helps you stay compliant, avoid disruptions, and build trust with customers.

    To ensure your account is up to date, take the following steps:

    1. In Seller Central, click Settings, then Account Info.
    2. Review your information and update where necessary.
    3. Complete your annual certification when prompted.

    To learn more, go to About the INFORM Consumers Act.

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    Passkeys coming to Seller Central in July
    by News_Amazon

    Starting in July 2026, we’re extending passkeys to all Seller Central accounts.

    Passkeys are a secure, passwordless way to sign in using your device's built-in authentication—like fingerprint, face recognition, or PIN – letting you access your account with ease and simplicity. They can't be phished or stolen, and they're supported by most modern smartphones, tablets, and operating systems. We don’t collect or store any of your passkey data or biometrics, so your privacy is protected.

    A compromised Amazon account can mean unauthorized changes to listings, diverted payouts, or disrupted operations.

    Passkeys offer you:

    • Stronger security for your business: With stronger account security, you reduce the risk of unauthorized access that could harm your reputation, inventory, or revenue.
    • Built-in phishing protection: Because passkeys are bound to your device and can’t be typed or shared, your credentials can’t be stolen, protecting you against even the most convincing phishing attempts.
    • Faster and easier sign-in: Authenticate with a quick fingerprint scan, face recognition, QR code scan, or device PIN — the same way you unlock your phone. Your passkey is stored securely in your device’s password manager and works when you need it, with no verification codes or memorization needed.

    We strongly encourage all users to set up a passkey as soon as possible. Passkeys are available to all sellers and will become required for some accounts later in 2026. Setting up your passkey now means your account is protected and ready before that happens. Enrollment takes less than two minutes and immediately gives you a faster, more secure sign-in experience.

    To set up a passkey:

    1. Sign in to your account and go to the Login & Settings page.
    2. Select the Create Passkey option.
    3. Follow the on-screen steps to register your device.

    Once your passkey is created, your next sign-in will be faster, easier, and more secure.

    For more information, go to: Passkey verification and About Passkey.

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    36 Days System Loop: Approved Refund ($476.75) Pending & Stranded Freight (FBA19DB67484) - Need Community Manager Help
    by Seller_ZpKq7ltfa9gsR

    Hello,I am desperately seeking help from an Amazon Community Manager to escalate Case ID: 20319705081. This case has been stuck in internal loops for 36 days, freezing both my funds and physical inventory.1. Approved Refund Issue ($476.75): On May 28, 2026, Support Agent Denia confirmed a billing error for three cancelled shipments (FBA19DB89XF1, FBA19DB8N96J, FBA19DB85J37). Internal SIM tickets were created, but the refund is still pending in open status.2. Stranded Pallet Issue (Shipment ID: FBA19DB67484): The partner carrier (Estes Express Lines) has failed to perform the pickup at my supplier's warehouse for over a month. No appointment has been scheduled, risking supplier storage fees.On June 22, Agent Pooja provided the internal ticket tracking /issues/V2223222307. However, standard support keeps sending the same automated "working on it" templates every few days without real progress.Can a Community Manager please look into this internal ticket and escalate it to the internal leadership team? My business is heavily suffering from this systemic delay.Thank you.

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    Amazon operation center
    by Seller_RwLlUe7Sk15wW

    Hello everyone,

    My shipment has been in "Reserved" status since May 25 – that's over a month now. Amazon Support told me to wait 25 days and contact them if still reserved, but it's now well past that and nothing has changed.

    Prime Day is already here, and my inventory is still not available for sale. This is one of my best-selling products, and I am losing significant sales every single day.

    I've contacted Seller Support multiple times but keep getting the same response – just wait.

    Has anyone faced a similar delay recently?

    Any advice would be greatly appreciated.

    Thank you.

    case id: 20407076861

    @Seller_RSwABJNHpHnEZ

    @Seller_8hQgfj6OVZYse

    @Seller_zukQNO61PzGck

    @Seller_khUF6HPR2AHxu

    @Seller_WIFV02H2XUFgS

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    Removal Order Reimbursement – Moving Goalposts, Ever-Increasing Photo Requirements, and Storage Fees Eating Me Alive
    by Seller_GHEy3yRtNjKyM

    I'm a FBA seller and I'm currently stuck in a reimbursement nightmare that I believe many of you have experienced in one form or another. I'm posting this to raise awareness and hopefully get some advice — or at least find out I'm not alone.

    Here's the situation:

    We have removal orders set up to return unsellable FBA inventory to our own 3PL warehouse. The first time we received a wrong removal order, I contacted Seller Support and provided a product photo + a tracking label photo. The agent was incredibly helpful — they located the Shipment ID and ASIN, and I got reimbursed smoothly.

    Removal Order ID: Gau6XMMRCm

    Amazon Case ID: 20410675881

    Then things got… interesting.

    I then mentioned to the agent that we received another batch of 8 incorrect units from another removal order (oGUK8Bxh1h).

    I provide the tracking label and pallet-level photo of everything received

    The same agent asks for: Unboxed product photos and LPN stickers

    I provided one set of photos — one unboxed product + its LPN — because all 8 units came in identical outer boxes, and I assumed one example would be sufficient to prove that the items we received were not what we were supposed to get.

    Then the case people replied, saying they need documentation for EVERY SINGLE UNIT. Photos of all 6 sides of each product and each outer box.

    I was shocked. I went back to chat support (since they seemed more responsive). I shared what I already had:

    *1 unboxed product photo

    *1 LPN photo

    *1 tracking label photo

    *1 pallet-level photo

    The agent immediately said: "Great, we can reimburse you for one unit."

    I said: "But the removal order has 8 units. All 8 are wrong."

    He then repeated the same requirement after checking the case — photos of all 6 sides of each product and each outer box.

    Here's where it gets even more frustrating:

    Every time I ask my 3PL warehouse to take new photos, I incur labor charges. The products are sitting in my warehouse, racking up storage fees every single day. At this point, the cumulative cost of:

    *Warehouse photo-taking fees

    *Storage fees for these wrong items

    *My own time chasing this

    …is starting to approach — if not exceed — whatever Amazon might eventually reimburse me for these 8 units.

    So I proposed a solution: let me ship these 8 units back to Amazon so they can investigate in person. That would be a 3-win situation:

    *Amazon gets the physical evidence they need, recover their mistake

    *I stop paying storage fees

    *The rightful owner (if any) gets their inventory back (the items seem very nice)

    (Not mentioned I have already been charged the return fee to have these wrong items show in my warehouse at the first place)

    But they refused.

    I even asked if the video would work, not they refused.

    I kept pushing on the photo front. Eventually, the agent told me to provide:

    *Product images outside the box/packaging

    *Packaging slip or tracking label image

    *LPN sticker image

    I had my warehouse take new photos of every single unit — product photos, LPN photos, and the tracking label.

    And now? Amazon is back with the 6 sides requirement and just keeps responding with the same words and ignore to support me further. (not to mention some wrong items I receive are cooking pots, 6 sides, really?)

    My honest feeling:

    The goalposts keep moving. The requirements keep escalating. And it feels like the larger the claim amount becomes, the stricter the requirements get. It's almost as if Amazon is making the process so burdensome that sellers just give up and walk away.

    I'm currently waiting for their next response (case ID: 20914159331). I have received zero reimbursement for these 8 units so far. I'm paying daily storage fees for products I don't even sell. I've already paid for photos that should have been more than enough to prove we received the wrong items.

    Has anyone else experienced this kind of ever-changing photo requirement for removal order claims?

    Has anyone successfully escalated this type of issue and gotten a fair resolution?

    I've seen other sellers post similar frustrations. This seems to be a pattern, not an exception.

    I'm not asking for special treatment. I'm asking for consistency and fairness.

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    New business hour delivery requirement for seller-fulfilled shipments
    by News_Amazon
    Amazon replied

    For Amazon Business customers, receiving shipments during operating hours is essential to packages getting received securely and on time, with fewer re-delivery attempts. To help ensure reliable delivery within a business customer’s hours, we’re introducing a new Business Hour Delivery Rate requirement to seller-fulfilled shipments in our US store.

    Starting September 30, 2026, you’ll need to maintain a Business Hour Delivery Rate of 90% or higher. This is measured using the existing Business Hour Delivery Rate metric, which tracks the percentage of your seller-fulfilled shipments delivered to Amazon Business customers within their operating hours over a rolling 14-day period.

    If your Business Hour Delivery Rate is below 90% on September 30, we’ll notify you and provide recommendations on how to improve. If your rate doesn't improve by October 30, your seller-fulfilled offers may be deactivated for Amazon Business customers. Fulfillment by Amazon (FBA) and retail offer eligibility will not be impacted.

    Using reliable carriers and setting accurate handling and transit times is the best way to meet the requirement. You can also enable Automated Handling Time, Shipping Settings Automation, and Amazon Buy Shipping as shipments fulfilled using all three of these tools are guaranteed to meet the Business Hour Delivery Rate requirement.

    To review your Business Hour Delivery Rate, go to Account Health.

    For more information, go to the Business Hour Delivery Rate and the Frequently asked questions on BHDR help pages.


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    Amazon Accelerate 2026 speakers announced
    by News_Amazon

    The speaker lineup for Amazon Accelerate 2026 is here. Our seventh annual seller conference takes place from September 22 to 24 in Seattle.

    This year's conference features Amazon leaders who build the tools, programs, and strategies that power your business. Join us to hear their insights, ask questions, and share feedback directly.

    The speaker lineup includes:

    • Mary Beth Westmoreland, VP, Selling Partner Experience
    • Peter Larsen, VP, Multichannel Commerce & Fulfillment
    • Claire O'Donnell, VP, Selling Partner Trust & Store Integrity
    • Jenna Owens, VP, Selling Partner Support
    • Joyce Rallanka, Director, North America Seller Success
    • Katie Scott, Director, Selling Partner Communities

    You'll also hear from experienced seller presenters sharing real strategies and lessons learned.

    Additional speakers, including Amazon senior leaders, special guests, and industry experts will be announced soon.

    The conference features General Sessions with exclusive announcements, Breakout Sessions with actionable strategies you can apply immediately, one-on-one support at Seller Café, networking at the Community Hub and Seller Networking Lounge, and the Innovation Hub where you can test new Amazon tools and influence future features.

    Early bird pricing is still live. Save $100 when you register.

    To learn more and register, go to Amazon Accelerate.

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