
Amazon announced plans today to mitigate the impact of COVID-19 on sellers' account health by relaxing policies for shipping-related Performance metrics.
But some sellers panned the announcement as unhelpful as they grow increasingly anxious about their livelihoods. Amazon restrictions mean many are unable to ship items to the company's fulfillment centers, while some also deal with outstanding loans through the Amazon Lending program.
Amazon posted a message on Seller Central on March 21, 2020 at 12:37 am. But some said the company is forcing sellers to rely on buyers to cancel orders, which they call an unrealistic expectation. They also say Amazon's seller performance standards are automated, making them skeptical of promises to make allowances for coronavirus-related issues.
Amazon provided answers to the following questions it has received from sellers:
1) What should I do if I am unable to fulfill any orders?
2) How do I cancel an order that I accepted, but I am suddenly unable to fulfill?
3) What do I do if a buyer requests that I cancel an order?
One seller wrote in part, "If Amazon really wanted to make the process easier, they could add a template to the Buyer-Seller Messaging that notifies the customers that their order was cancelled due to a Covid-19 restriction and also add a Covid-19 cancellation reason for sellers that when chosen, doesn’t count against their metrics. Could it be abused? Sure, but Amazon could monitor its use and these are unprecedented times."
Other comments included suggestions such as the following:
- "waive monthly service charges for professional accounts";
- "please open FBA";
- "turn off the order cancellation metric until this crisis passes";
- give sellers more time to process returns so sellers can quarantine items coming into their facilities.