On time shippment below 99%

We always ship on time, deliver on time etc. Our SFP credentials for the past year are 100% for everything (on-time shipment, delivery, buy shipping services etc). We’ve not put a foot wrong.

We suddenly get a message from Amazon services to say that our on-time shipment has dropped below the 99% threshold for week 7 and even though no action is necessary it was a kind of passive-aggressive message to pull our socks up or we’ll suspend you.

We’ve tried to reply with screenshots of our SFP 100% stats and to ask where they’re obtaining this figure but no response. Then this week another warning for week 8 this time. And again I check in our seller central for our SFP stats and our stats are at 100% for everything.

I don’t feel like I can ignore this as we may risk suspension but at the same time we’re getting no response. Has anyone encountered the same scenario?

Answer: Yes I think this is a glitch. We had it as well. Raise a case and also send an email to seller performance with all the details. They won’t reply but if you keep them informed should be fine.

We also got this but they did turn off our prime badge. Within an hour we had received another notification which said ‘ please ignore the previous message’ Unfortunately, stress levels had already shot through the roof and it took them another 12 hours to turn our prime back on.