Prime Orders Marked as “Shipped Late” Despite On-Time Dispatch via Buy Shipping — Courier Issues?
Hi all,
We’re looking for advice from other sellers or any guidance from Amazon regarding “Shipped Late” metrics on Seller Fulfilled Prime orders. In these cases, we dispatched on time using Amazon Buy Shipping, but the orders were still marked as late — seemingly due to courier delays or scanning issues outside our control.
Recent examples:
Order 1
Promised dispatch date/time: 13/06/2025 23:59
Actual dispatch (Buy Shipping): 13/06/2025 15:24
Courier first scan: 15/06/2025 01:39 (DPD UK)
Promised delivery: 14/06/2025
Actual delivery: 15/06/2025
→ Dispatched same day via Buy Shipping, yet flagged as “Shipped Late”
Still flagged as “Shipped Late” due to courier scan delay/delivery timing
Order 2
Promised dispatch date/time: 09/06/2025 23:59
Actual dispatch (Buy Shipping): 09/06/2025 14:00
Courier first scan: 09/06/2025 16:45 (DPD UK)
Promised delivery: 10/06/2025
Actual delivery: 11/06/2025
→ Dispatched well before the cut-off, but marked as late based on delivery date
Marked as “Shipped Late” – but the only anomaly appears to be the actual delivery date, which is outside our control
In both cases:
- We used Amazon Buy Shipping
- Orders were dispatched on time
- Delays seem to be due to courier scanning or delivery performance
- Yet the system still flagged us as late, which affects our Prime metrics.
Questions:
- Is there any way to challenge these flags when there is clear evidence of on-time dispatch using Buy Shipping?
- Is there any option to introduce a buffer or flexibility in delivery times for Seller Fulfilled Prime, especially when delays are caused by the courier?
- Would using Amazon’s own delivery service prevent these issues, or would the same penalties apply if delivery is delayed?
- Would using Amazon delivery service be of any help, or would the same rule apply - even if courier takes longer to deliver - we are being penalised
We take our Prime metrics seriously and always dispatch on time. Any advice or suggestions from others in the community would be greatly appreciated.
Thanks in advance!
Prime Orders Marked as “Shipped Late” Despite On-Time Dispatch via Buy Shipping — Courier Issues?
Hi all,
We’re looking for advice from other sellers or any guidance from Amazon regarding “Shipped Late” metrics on Seller Fulfilled Prime orders. In these cases, we dispatched on time using Amazon Buy Shipping, but the orders were still marked as late — seemingly due to courier delays or scanning issues outside our control.
Recent examples:
Order 1
Promised dispatch date/time: 13/06/2025 23:59
Actual dispatch (Buy Shipping): 13/06/2025 15:24
Courier first scan: 15/06/2025 01:39 (DPD UK)
Promised delivery: 14/06/2025
Actual delivery: 15/06/2025
→ Dispatched same day via Buy Shipping, yet flagged as “Shipped Late”
Still flagged as “Shipped Late” due to courier scan delay/delivery timing
Order 2
Promised dispatch date/time: 09/06/2025 23:59
Actual dispatch (Buy Shipping): 09/06/2025 14:00
Courier first scan: 09/06/2025 16:45 (DPD UK)
Promised delivery: 10/06/2025
Actual delivery: 11/06/2025
→ Dispatched well before the cut-off, but marked as late based on delivery date
Marked as “Shipped Late” – but the only anomaly appears to be the actual delivery date, which is outside our control
In both cases:
- We used Amazon Buy Shipping
- Orders were dispatched on time
- Delays seem to be due to courier scanning or delivery performance
- Yet the system still flagged us as late, which affects our Prime metrics.
Questions:
- Is there any way to challenge these flags when there is clear evidence of on-time dispatch using Buy Shipping?
- Is there any option to introduce a buffer or flexibility in delivery times for Seller Fulfilled Prime, especially when delays are caused by the courier?
- Would using Amazon’s own delivery service prevent these issues, or would the same penalties apply if delivery is delayed?
- Would using Amazon delivery service be of any help, or would the same rule apply - even if courier takes longer to deliver - we are being penalised
We take our Prime metrics seriously and always dispatch on time. Any advice or suggestions from others in the community would be greatly appreciated.
Thanks in advance!
1 yanıt
Christine_Amazon
Hi @Seller_6FZufM5NTSWpH
As per the policy you referenced from the Amazon Seller Central help hub, the key points are:
"If you purchase Amazon's Buy Shipping and ship on time, you are protected against A-to-z Guarantee claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate."
However, the policy also states:
"But you are still responsible for the financial loss of these claims."
So while the A-to-z Guarantee claims themselves won't impact your Order Defect Rate if you used Buy Shipping, it seems the system is still flagging these orders as "Shipped Late" which can affect your Prime metrics.
This is clearly frustrating, as you're doing everything right by using the Buy Shipping service and dispatching on time. The delays appear to be outside your control, caused by the courier's performance.
Based on the policy, I would recommend the following:
Document the shipping timelines and tracking details clearly for any orders flagged as "Shipped Late" when you used Buy Shipping.
Escalate these specific cases to Amazon support, referencing the policy you shared. Emphasize that you upheld your end of the requirements, and request they review the "Shipped Late" flags.
While Amazon may not be able to retroactively remove those flags, they may be willing to provide some flexibility or exemptions going forward in cases where you can demonstrate on-time dispatch using their own shipping service.
You could also explore the other options we discussed, like building in a delivery buffer or potentially transitioning to Amazon's own logistics network, to see if that provides any improvements.
The key is to continue being proactive, document the details thoroughly, and push for Amazon to recognize when you're meeting their requirements despite external courier issues.
I hope this helps provide a clearer path forward. Please let me know if you have any other questions!
Christine.
