On July 15 I was told by Amazon that I no longer qualified to ship second day because my defect rate for cancelled orders was too high. I emailed seller performance and filed a Seller Support case for this.
My defect rate for cancelled orders on Amazon was .93% at that time. We had one cancelled order. Amazon was stating that I had a 25% cancelled order rate which made me over the 1.5% required in order to offer Second Day shipping.
Since July 15 to July 28 I have received daily emails from seller support telling me that they were working on the issue and thanking me for my patience.
Yesterday I received an email from Seller Support (have never received a reply from Seller Performance to date) that my defect rate for cancelled order was in fact 25% cancellation rate.
They told me that they do not go according to the site metrics but they use the Second day orders only for their metrics. I have had 4 second day orders (we do not ship many second day orders) and 1 of those orders was cancelled.
They said that they do not show that the buyer sent us an email with cancellation in the subject matter.
The order was cancelled because the buyer gave an invalid address. They gave a street number of 297 in Las Vegas. When we went to do the shipping on this order it told us the address was invalid by two different shippers. I texted the buyer and she replied that she lived at 697 not 297. The buyer never would send that information in an email via the Amazon system nor would they create a new order.
Since Amazon policies state that we are not to ship to an address other than the address in the order, and the buyer said the address was wrong, we cancelled the order using the reason that the address was invalid.
Even though we followed Amazon policies, they are holding that against our metrics since 7/15 and have not released our second day shipping to date. They said they go week by week, but 7/15 is over a week ago.
Since when does Amazon not use our site metrics to valuate our ability to ship? How fair is that when we were duped by a buyer and this could have very well been a possible fraud or was it a set up by Amazon?
In speaking to others on a social media board we were not the only one that Amazon did that to on 7/15.