Incorrect Calculation of Shipping and Handling Charges for Orders via Shipping Template
I believe Amazon is incorrectly generating shipping and handling charges for my items. I recently had an order that was nowhere near the shipping cost for my item(s) and I am looking for answers as to why Amazon is missing the mark here. Please look over my details as closely as possible so we can all come to an educated resolution.
The template is Per Item / Weight-Based.
Shipping Setting Automation is turned OFF.
The customer ordered 4 units with Next Day Shipping service.
Each item weighs 14 lbs for the package weight (which is reflected in the listing back-end under Offer).
That means this order for 4 units weighs 56 lbs.
As per my template for Next Day Shipping service (which is the One-Day Delivery in the template) the shipping and handling charge for this order should be $200.95.
However, the order generated $82.31 for shipping and handling upon customer checkout – leaving me with $118.64 to come out of my pocket to be able to ship to the customer on time.
My One-Day Delivery template configuration is set to $59.83 + $2.52 per/lbs.
Therefore $2.52 x 14-lbs equals $35.28, and $35.28 x 4 units equals $141.12, so shipping and handling should be calculated as $59.83 + 141.12 equals $200.95.
If my math is true, how is it the customer was only charged $82.31 for shipping and handling and not $200.95?
Can someone please explain what is happening here?
I would consider padding my shipping costs in the template but then I run the risk of a policy violation for high shipping prices. I'm at an impasse at the moment.
For Mods: I have opened a case which is still Pending Action by Amazon almost a month ago (case ID 15202552601 - original message) and 15293106061 (a follow up message that was "transferred" and have not received a reply). All I get is a weekly message loop that "the responsible team is looking into the issue" and a thank you for my patience. This is costing me a lot of money in shipping charges and I really need an answer here soon.
Thank you for your time and knowledge.
CPD_123
Incorrect Calculation of Shipping and Handling Charges for Orders via Shipping Template
I believe Amazon is incorrectly generating shipping and handling charges for my items. I recently had an order that was nowhere near the shipping cost for my item(s) and I am looking for answers as to why Amazon is missing the mark here. Please look over my details as closely as possible so we can all come to an educated resolution.
The template is Per Item / Weight-Based.
Shipping Setting Automation is turned OFF.
The customer ordered 4 units with Next Day Shipping service.
Each item weighs 14 lbs for the package weight (which is reflected in the listing back-end under Offer).
That means this order for 4 units weighs 56 lbs.
As per my template for Next Day Shipping service (which is the One-Day Delivery in the template) the shipping and handling charge for this order should be $200.95.
However, the order generated $82.31 for shipping and handling upon customer checkout – leaving me with $118.64 to come out of my pocket to be able to ship to the customer on time.
My One-Day Delivery template configuration is set to $59.83 + $2.52 per/lbs.
Therefore $2.52 x 14-lbs equals $35.28, and $35.28 x 4 units equals $141.12, so shipping and handling should be calculated as $59.83 + 141.12 equals $200.95.
If my math is true, how is it the customer was only charged $82.31 for shipping and handling and not $200.95?
Can someone please explain what is happening here?
I would consider padding my shipping costs in the template but then I run the risk of a policy violation for high shipping prices. I'm at an impasse at the moment.
For Mods: I have opened a case which is still Pending Action by Amazon almost a month ago (case ID 15202552601 - original message) and 15293106061 (a follow up message that was "transferred" and have not received a reply). All I get is a weekly message loop that "the responsible team is looking into the issue" and a thank you for my patience. This is costing me a lot of money in shipping charges and I really need an answer here soon.
Thank you for your time and knowledge.
CPD_123
10 replies
Seller_aw6lke7TP9q4A
This is what was replied to me. They obviously didn't read my message correctly or cannot do math. Also, why is Brand Registry taking this ticket? What does Brand Regisrty have to do with shipping and shipping costs?
Amazon Reply:
Hello from Amazon Brand Registry Support,
Thank you for reaching out to the Amazon Brand Registry Support team. This is Pranavi and I will be looking at your request. We realize the importance that this has for you and we will gladly help you to achieve the best resolution possible and give you the details behind every decision mentioned in this case.
Based on the information provided, we understand that your concern is with regard to incorrect shipping and handling charges and its importance to your business.
Upon reviewing, our internal team has informed that " As per the dimensions 2.52*2.23(item weight)*4(quantity) + 59.83(base rate) = 82.3"
Hence the item is rightly charged.
Thanks for giving me the chance to help you with this information. We appreciate your business here at Amazon and wish you a great day!
End Amazon Message.
Someone please tell me I'm wrong so I can figure out how to solve this, because these uninformative answers are incredibly frustrating.
Seller_aw6lke7TP9q4A
Just a brief recap for any sellers who find this thread helpful:
Long story short, if you are having any value discrepancies or something in the back end isn't updating properly, use a feed file (which I initially did not do) to make the updates. If problems still persist then escalate to support. At least with the feed file and the batch ID, support can see a path that the updates make and can properly hunt down any bugs in the system.
Felisa from Amazon support took over my case once my issue reached the right team. She confirmed that there was an updating issue with my shipping weight on Amazon's end and after troubleshooting on her end, had me partially update my listing via feed file. It worked! She then submitted me a reimbursement for the shipping difference for my affected order. It took a while to get here but this is the level of service we long for as sellers. Hats off to Felisa. Also a big thank you to KJ (forums moderator) for pushing this case up.
Just to button everything up:
Disregard the freakout I had with becoming ineligible for premium shipping. It had nothing to do with the shipping weight updating issues facing this case, instead it was warehousing issues we were facing in-house that led to missed shipping dates.
Hope someone else finds this helpful.
Take care all!
CPD_123
