S&L cubiscan measurement issues and products in the wrong fee tier
Hi there.
Following on from anther thread. I’m starting this thread about Small & Light FBA and for those of us who believe their FNSKUs should be in the small envelope (fee 86p/was 65p) but found they have been charged standard envelope (fee £1.03/was 86p). Or for those who believe they should be charged a lower fee than their units are currently placed.
We accepted the wrong rate for a long time as it’s an impossible merry-go-round getting an accurate re-measurement. Especially when seller support keep using up a new request each time you ask for photographic evidence. We only get 20 a month so it’s a very long process when you have hundreds incorrectly categorised.
We know that the cubiscan machine - the artificial intelligence Amazon rely on for measuring - is not very reliable when it comes to obscure or flat objects.
Seller support are not helping one bit. They simply see the word measure and either a) reiterate the original measurements and pass them off as a new measurement, b) re-measure so it comes back wrong again or c) tell you repeatedly that you are out of re-measurements (after they’ve used up your 20 as part of the runaround).
We asked for re-measurments and for some strange reason, our FNSKUs ended up being measured way off and our fees went catastrophic. So instead of the correct 65p (now 86p) we ended up looking at fees at £1.69, £1.76 some even £2.38 (now they will be £1.91 and £2.39/£2.38).
Challenging these ‘new’ measurements has been nothing short of a nightmare. I’m losing track of the number of cases open. After 10 plus attempts of asking for evidence - rarely, an agent comes back and puts the FNSKU back into the original category - they don’t reimburse for any orders that were incorrectly charged the higher fee for though.
I have a couple of cases that are being looked at by the managing director but that was last week and we’re waiting to hear back.
It’s an impossible nightmare that means we may have to ditch FBA.
Surely Amazon can do better than this and I am hoping someone who can make the improvements does, as this is wrong and very unfair on us - your customers.
S&L cubiscan measurement issues and products in the wrong fee tier
Hi there.
Following on from anther thread. I’m starting this thread about Small & Light FBA and for those of us who believe their FNSKUs should be in the small envelope (fee 86p/was 65p) but found they have been charged standard envelope (fee £1.03/was 86p). Or for those who believe they should be charged a lower fee than their units are currently placed.
We accepted the wrong rate for a long time as it’s an impossible merry-go-round getting an accurate re-measurement. Especially when seller support keep using up a new request each time you ask for photographic evidence. We only get 20 a month so it’s a very long process when you have hundreds incorrectly categorised.
We know that the cubiscan machine - the artificial intelligence Amazon rely on for measuring - is not very reliable when it comes to obscure or flat objects.
Seller support are not helping one bit. They simply see the word measure and either a) reiterate the original measurements and pass them off as a new measurement, b) re-measure so it comes back wrong again or c) tell you repeatedly that you are out of re-measurements (after they’ve used up your 20 as part of the runaround).
We asked for re-measurments and for some strange reason, our FNSKUs ended up being measured way off and our fees went catastrophic. So instead of the correct 65p (now 86p) we ended up looking at fees at £1.69, £1.76 some even £2.38 (now they will be £1.91 and £2.39/£2.38).
Challenging these ‘new’ measurements has been nothing short of a nightmare. I’m losing track of the number of cases open. After 10 plus attempts of asking for evidence - rarely, an agent comes back and puts the FNSKU back into the original category - they don’t reimburse for any orders that were incorrectly charged the higher fee for though.
I have a couple of cases that are being looked at by the managing director but that was last week and we’re waiting to hear back.
It’s an impossible nightmare that means we may have to ditch FBA.
Surely Amazon can do better than this and I am hoping someone who can make the improvements does, as this is wrong and very unfair on us - your customers.
0 répondre
Seller_bi8rGHHcLpoVs
We had exactly the same, items go up in a standard C5 LL box, Amazon kept coming back telling us they are 3cm high. They’re not. Gave up in the end.
Seller_ZQyopdiwkUHOZ
We’ve had this for every single SKU we have with Prime to different degrees. Usually we’ll expend all our remeasurement requests for them to come back with incorrect info. Sometimes the incorrect info reduces the fees, but still not to what they should be.
Attempting to appeal or respond to the case has never succeeded for us.
One problem we seem to have is due to selling clothing. If something is returned in sellable condition it may be re-bagged but the people re-bagging don’t attempt to get it within particular sizing, so it ends up being wildly wider or thicker than it should.
The most frustrating ones are when we send a new product and they tell us it’s wider than the dimensions of our polybags.
Seller_DTufFoxJuMU0M
I have a number of greeting cards that while they are only a few mm thick, Amazon have measured at nearly 2cm thick!
Amazon will not take my photographs as evidence of their error, and end up telling me I can’t request another remeasurement on that item for 90 days.
I have come to a stage if I can’t make them see sense I just put my prices up (which is often 10/15% due to the low price of these items, a 20p+vat difference in fba fees, on top of the increased referral fees on a £2 item is a lot…), deal with the reduced sales, and move on for my own sanity.
Seller_77IcbQKVGdZo0
Some of my greeting cards are in the £1.03 Small and Light Tier and they should be in the 86 pence tier.
Asking for a remeasurement mostly results in no change in the tier, very occasionally it results in the fulfilment fee going up.
With clothing I find less issues and when a remeasurement is requested they are done correctly. It is certainly the very small items that there is an issue with.
The limit of 20 remeasurements a month is also restrictive. This is the same if you sell 20 items or 1000 items, for larger sellers 20 a month is not always enough. The number of remeasurements should be in line with the number of active SKU’s you have.
Seller_DTufFoxJuMU0M
This item is a folded piece of card, no sequins, glitter, no embossed print, no 3d embellishments… just a plain card, at 3mm thick, currently paying £1.03 instead of £0.86 because I can’t get them to admit its not 1.4cm thick. I post this out in a board backed envelope as a letter with Royal Mail!
Seller_Tlta9YZyrkI5V
We sell feathers - they do not measure 3cms thick nor do they measure 6cms thich either. As light as a feather doesn’t mean one of them weighs 3 kilograms either - the whole system is a complete shambles
Seller_P0DFFb2RGfOEI
My S+L’s seem to have NON S+L FBA pricing if my findings are correct. £1.71 for 40g 13x11x1cm
S+L price list says £1.03
or maybe i’ve missed something… (which is highly likely)
Seller_FOk3VpFxKSWwP
I have been experiencing the same issues for over a year.
I sell very small products sized 5cm x 3cm x 0.5cm they easily fit into the smallest envelope tier on the small and light program
Amazon requests that these units are polybagged. Polybags are also tiny and add no extra thickness to the product and should still be classed as smallest envelope on the small and light tier
Cubiscan will still scan the unit as thicker than 1cm (possibly because the polybag has slightly crumpled during the receiving process) and then I will be charged the increased incorrect fba fee.
The tiny unit will then be shipped in a huge a4 sized envelope which customers often complain about.
It will then take me months to liaise with seller support and try to get the fee’s corrected opening many cases, during this time the SKU will be unprofitable meaning I lose money or sales.
Often remeasure requests are either incorrect again or I’m told I cant request another remeasurement for several months. This can be detrimental to building a business and it would be life saving to have this looked at and addressed for sellers listing tiny products with small margins.
The automatic cubiscan system doesn’t work for tiny products and we need an alternative system for those affected - If an Amazon agent could look at this and address this it would be such a relief for many sellers.
Seller_Tlta9YZyrkI5V
I’m really hoping someone at Amazon will look at the issues many of us face and come up with a better solution.
We need the overseas seller central team to not be involved with the appeals process as they often mess things up even more and we certainly need someone with common sense and a ruler to fix this as it seems there’s a lot of us who are being charged unfair fees. What’s the point of S&L is they can’t measure properly?
Seller_Tlta9YZyrkI5V
It’s certainly a serious problem for sellers that really does need addressing as I am currently removing inventory and converting back to FBM as I really haven’t the time to deal with SS on this. This has cost me and could cost me a considerable amount more
