Hi Everyone,
I need advice from experienced FBM sellers. I recently started doing FBM and received a notification that my account is at risk of deactivation. Upon checking the performance dashboard, I noticed that my on-time delivery rate has dropped to 0% because one of the orders was supposed to be delivered on the 17th but was delivered on the 19th.
Please note that my account health is still good.
Should I refund that order to fix my on-time delivery rate, or should I open a case with Amazon to appeal and request its removal?
You don’t need to do anything you mentioned above. Just get some orders and deliver them on time. Your metrics will improve. If most of your orders have the same issue, consider enabling AHT (Automatic Handling Time).
1st fix your shipping template make sure you have days set where the product will be delivered on time. Amazon started a new policy enabling On-time Shipment metric to give FBA sellers a little more advantage over FBM since they made their Buy Box rotate more often. Just ship more orders on time now and it should fix.
Refunding the order won’t improve your on-time delivery rate, as this metric is based on delivery timelines rather than customer satisfaction or refunds. Instead, you should open a case with Amazon, providing proof that the delay was beyond your control (e.g., shipping carrier delays or weather issues). Include tracking details and any communication with the carrier to strengthen your appeal. While waiting for their response, focus on improving your processes, such as using more reliable carriers or ensuring realistic delivery promises, to prevent future issues and maintain your account health.
