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This article applies to selling in: Japan

Performance issues 2: High late shipment rate

A notification from Seller Performance indicates that your Late Shipment Rate needs to be improved (possibly sent along with a message that your selling privileges are removed until improvement can be seen.)

SituationRequired ActionsRelated Help Pages
Orders far exceed your shipping capacity.
If there is a possibility that your shipments will be delayed due predictable reasons such as media exposure, please take the following actions:
  • Specify longer lead time (from order date to shipment date) to ship items.
  • Handle the high demand by using FBA.
How to Change the Number of Days from Order to Shipment
You forgot the vacation setting before going on holiday.
If you are going on vacation, a holiday break, or would like to temporarily remove your open listings for your self-fulfilled items from the Amazon website for any other reasons, you should inform it and specify the appropriate Lead time to ship.
How to Set Vacation
You couldn't ship your items due to bad weather (e.g. typhoon.)
If lead time is expected to be longer than usual due to bad weather, you should set the lead time including the expected delay.
How to Change the Number of Days from Order to Shipment
The customer placed an order requesting scheduled delivery which will exceed your shipping lead time setting. As a result, your Late Shipment Rate shows a red flag.
You can enable Scheduled Delivery in advance so that customers can select a date and time from your delivery schedule. The status will be "late shipment", if you delay the lead time that you set without enabling Scheduled Delivery, and it may result in bad seller performance.
Note: Scheduled Delivery is not available for shipments originating overseas (when the Shipping Country is set outside Japan.)

In addition to performance issues, you need to be prepared to quickly respond to contacts from customers in Japanese.
Customers expect prompt, helpful service, usually within 24 hours. This is one of the key factors of maintaining a healthy account on and failing to meet our standards (responding within 24 hours in Japanese) will be considered a violation of our policies. We have seen cases where accounts get blocked for delayed responses and/or using machine translated Japanese that are often times inaccurate. Please consider hiring staff who are capable of communicating in Japanese or professional translators to maintain a good service level. Here is a list of service providers for your reference:

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