Routing request feedback is non-existent.....SPS needs to fix this

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  • Updated 3 years ago
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When we enter Routing Requests via webform fulfillment there are some that apparently do not go through properly.  We don't get Routing Instructions, but we also don't get any feedback that there was a problem.  The Routing Requests just 'hang' there.   This needs to be fixed as it is causing us to get chargebacks that are costing us hundreds of dollars.   At least with Vendor Central you get immediate feedback if you make a mistake.  SPS....HELP! 

If you want examples, look at orders 15LBQ4TB and 1X7ABOES under our Vendor ID.

Greg Forsythe
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Greg Forsythe

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Posted 3 years ago

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Katrina Wolyniec, Employee

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Hello,

Thank you for posting to the Support Center!

I have looked into your question concerning the status of Request for Routing documents.  It seems you are experiencing an issue that is unfortunately not as uncommon as expected.  Your Requests For Routing documents are being transmitted successfully, however, your trading partner is not answering them.

This is not something we have visibility into.  When a document is sent, we can see it's status (successful or errored) and once a 997 receipt is sent back from the other company, it has entered their system and is their responsibility.  I tracked out the orders you mentioned above and found they they were both successfully transmitted when you sent them with no errors.  The issue is that Amazon has not sent you the response document yet.

Unfortunately, there are times when companies are not as responsive as we would like and do not always respond to the Request for Routing documents in a timely manner.  If the document is transmitted successfully: we do not know whey they have not responded.  This is an instance of reaching out to your trading partner and asking if there is an issue they have not indicated yet, or if they have just not had a chance to respond.

I hope this explanation was helpful and sheds some light on the situation.  From our end, if you ever see a document that still has the envelope and not the piece of paper in the status column that means it is in transit.  After you send a document it should change to accepted within 24 hours.  Once it is accepted into their system, the ball is in their court to reply to the document.  If the status stays in transit, that is when you will want to reach out to us to determine why the document has not been sent.

Please let me know if you have any further questions,

Thank you,

SPS Commerce Infinite Retail Power

Katrina Wolyniec

Senior Analyst | WebForms Fulfillment Support 

P: 1-888-739-3232 Option 1

niservices@spscommerce.com



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Greg Forsythe

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I agree that this is a huge issue. We are getting hit with thousands in charge acme because of this issue. We need feedback. You better contact Amazon and figure this out or we will be going to another platform that can get Routing Requests through succsessfully
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Katrina Wolyniec, Employee

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Hello,

Thank you for your request for further information concerning this issue.

I think there was a miscommunication.  We are sending the Routing Requests to Amazon, and they are transmitting successfully.  The issue is that the person in charge of responding to the requests at Amazon is not currently responding to your requests.

The best practice in this situation is for you to reach out to Amazon and inquire why they are not responding to the request.  We have no control over their responses.

I understand this is a frustrating issue, however, with open lines of communication with your trading partner, it can be resolved.  We recommend going through your buyers.  They have a person to person contact in the company and have the best ability to get a hold of someone who can work internally and resolve the issue.

Thank you,

SPS Commerce Infinite Retail Power

Katrina Wolyniec

Senior Analyst | WebForms Fulfillment Support 

P: 1-888-739-3232 Option 1

niservices@spscommerce.com

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Greg Forsythe

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The buyers at Amazon have zero cability to impact this. SPS needs to keep bugging Amazon daily until this is resolved

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