"We have updated your Order Acknowledgment Service Level Agreement (SLA) from 4 hours to 2 hours. This means that if you have not accepted/rejected an order within 2 hours of receiving the Order Fulfillment Request, this order will be considered Languishing, and will be visible in your Languishing Report under condition 6003. Please review your Languishing Report daily to stay within SLA.
In the Drop Ship Central SETTINGS tab, please make sure contacts are set up to receive Alerts for every Business Day and that all contacts are up to date so that the proper team members are notified on Alerts and communication from Amazon. If you receive an Alert or e-mail communication from Amazon to remind you about languishing orders then you are out of compliance with Standard Operating Procedures and Requirements.
If you find orders need to be resent, you can submit a case by clicking on "Contact Us" at the bottom of any page in Drop Ship Central. Be sure to select the topic "Questions About Reports, Metrics, or Other Business-Related Issues", so that your case is routed correctly. In the case list all the orders you are requesting to be resent, and cc your EFPM on the request.
The Help Pages are accessible from the top right hand side of any page in Drop Ship Central and provide more details on these and other topics. Please take some time to review the following Help Pages in regards to the changes and announcement made above:
Introduction to Reports & Alarms https://dropship.amazon.com/DropShipCentral/help/helpTopic.do?topicId=200151340
Languishing order expectations https://dropship.amazon.com/DropShipCentral/help/helpTopic.do?topicId=200205100
Updating Alarm and Notification Emails https://dropship.amazon.com/DropShipCentral/help/helpTopic.do?topicId=200151450
Managing your Settings Tab https://dropship.amazon.com/DropShipCentral/help/helpTopic.do?topicId=200155030"
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