COVID-19: Amazon Updates – Vendor Chargeback Waivers, FBA Extended Shipping, Seller Support

Many States and local counties have issued new Stay-At-Home orders over the weekend. Amazon also shared a lot of updates and changes. To help you make sense of the chaos, HINGE GLOBAL will share what we know, when we know it, and provide some implications and suggested action steps for you.

March 23, 2020 - By HINGE GLOBAL

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This summarizes the myriad of Amazon updates over the past few days and shares the action steps that we recommend. 

FOR VENDORS: CHARGEBACK WAIVERS UNTIL MAY 1
Effective March 16, 2020 until May 1, 2020, for purchase orders sent by Amazon during this period, Amazon is waiving two of the “On-time Accuracy chargebacks” sub-types – specifically the “Not On time” and the “Down-confirmed” chargebacks. 

Please note however that the “Not Filled” chargeback sub-type will not be waived. Please ensure that you accept or reject the quantities that you can fill as soon as possible, and confirm as much as you can supply for these POs to ship to our fulfillment centers within the assigned window.

Implications: These proactive waivers by Amazon are welcome news for Vendors. Please be sure to accept or reject the PO quantities as soon as possible though. After May 1, 2020, all of the PO On-time Accuracy chargeback sub-types will resume as normal for all new purchase orders. This date may change, so stay tuned.

FBA: PRIME DELIVERY VS EXTENDED DELIVERY BY ZIP CODE
FBA products may experience extended ship times, depending on the “ship-to” zip code. In some cases, the extended ship time may be as long as four weeks, even for products that fall into the prioritized categories. The shipping times vary by ASIN and ship-to zip codes, so it is not easily tracked. As we get more information, we will share the details. 

Implications: Please take this into consideration as you consider how to allocate your AMS paid marketing and promotion dollars since longer ship times will deter conversion. Sellers should continue to explore alternative shipping options outside of FBA, if possible. Reach out to HINGE GLOBAL for ideas and potential shipping partner referrals.

RESTRICTED AMAZON SUPPORT CALLS – EMAILS ONLY
Please note that Amazon is restricting calls into seller support. This means that new cases can only be opened via email. The message from Amazon: “We are currently experiencing higher than normal wait times and are unable to offer phone support. Please contact us via email. We apologize for the inconvenience.”

Implications:  This means that it will take longer to resolve issues/tasks with Amazon. HINGE GLOBAL will be able to resolve issues faster than the average seller because of our scale and inside knowledge of Amazon. Reach out to us if you need help.

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