Amazon Addresses CrowdStrike IT Outage Impact on Sellers
Seller Central Update Outlines Measures to Protect Account Health
By ChannelMAX Staff Writer
Aug-2024#03
In a recent update on its Seller Central platform, Amazon has addressed the impact of the CrowdStrike IT outage on its sellers' operations and account health. It has outlined several measures to mitigate the consequences of this disruption and provided guidance for affected sellers.
The Incident
CrowdStrike, a prominent cybersecurity company, distributed a faulty update to its Falcon Sensor security software in July 2024. The update caused Windows systems to crash, resulting in the largest IT outage in history.
Impact on Systems and Industries
Approximately 8.5 million systems were affected. The outage had a ripple effect across various industries, including airlines, banks, hospitals, and online retail stores. Airlines faced significant disruptions, with thousands of flights cancelled or delayed. Hospitals paused non-urgent surgeries and visits, and online banking systems experienced failures.
Also Read: Amazon Introduces Digital Services Fee for International Sellers
CrowdStrike Outage Impact and Amazon's Response
Amazon acknowledges that the CrowdStrike IT outage may have caused significant disruptions to sellers' businesses. In response, the company is taking proactive steps to protect seller account health:
1. Exempting affected orders from performance metrics
2. Reviewing A-to-z Guarantee claims related to the outage
3. Providing guidance for sellers facing account restrictions
Protecting Seller Performance Metrics
Amazon has announced that it is working to exempt orders affected by the outage from inclusion in two key performance metrics:
- Cancellation Rate (CR)
- Late Shipment Rate (LSR)
Additionally, over the coming weeks, Amazon will exempt A-to-z Guarantee claims on impacted orders from the Order Defect Rate (ODR).
Guidance for Sellers Facing Account Restrictions
Despite Amazon's proactive measures, some sellers may still receive automated emails prompting them to appeal performance-related account restrictions. In such cases, Amazon advises sellers to:
1. Include a brief description of how the CrowdStrike outage impacted their business in their appeal
2. Follow the provided links for appealing A-to-z Guarantee claims or seller reviews
Amazon has emphasized that these appeals will be reviewed on a case-by-case basis.
Seller Recommendations
To manage customer expectations during operational disruptions, Amazon recommends that sellers:
1. Change their Listings Status to Inactive on the Vacation Settings page if unable to meet customer expectations reliably
2. Resume Active status once operations return to normal
This update demonstrates Amazon's commitment to supporting its sellers through unexpected challenges. By implementing these measures and providing clear guidance, the company aims to minimize the impact of the CrowdStrike IT outage on seller account health. Sellers are encouraged to stay informed by regularly checking the Seller Central Forums for additional updates.
Also Read: Amazon Tightens On-Time Delivery (OTDR) Policy: What Sellers Need to Know
Follow us on Facebook, X and LinkedIn to get the latest news and updates related to online selling.
By ChannelMAX Staff Writer
Aug-2024#03
In a recent update on its Seller Central platform, Amazon has addressed the impact of the CrowdStrike IT outage on its sellers' operations and account health. It has outlined several measures to mitigate the consequences of this disruption and provided guidance for affected sellers.
The Incident
CrowdStrike, a prominent cybersecurity company, distributed a faulty update to its Falcon Sensor security software in July 2024. The update caused Windows systems to crash, resulting in the largest IT outage in history.
Impact on Systems and Industries
Approximately 8.5 million systems were affected. The outage had a ripple effect across various industries, including airlines, banks, hospitals, and online retail stores. Airlines faced significant disruptions, with thousands of flights cancelled or delayed. Hospitals paused non-urgent surgeries and visits, and online banking systems experienced failures.
Also Read: Amazon Introduces Digital Services Fee for International Sellers
CrowdStrike Outage Impact and Amazon's Response
Amazon acknowledges that the CrowdStrike IT outage may have caused significant disruptions to sellers' businesses. In response, the company is taking proactive steps to protect seller account health:
1. Exempting affected orders from performance metrics
2. Reviewing A-to-z Guarantee claims related to the outage
3. Providing guidance for sellers facing account restrictions
Protecting Seller Performance Metrics
Amazon has announced that it is working to exempt orders affected by the outage from inclusion in two key performance metrics:
- Cancellation Rate (CR)
- Late Shipment Rate (LSR)
Additionally, over the coming weeks, Amazon will exempt A-to-z Guarantee claims on impacted orders from the Order Defect Rate (ODR).
Guidance for Sellers Facing Account Restrictions
Despite Amazon's proactive measures, some sellers may still receive automated emails prompting them to appeal performance-related account restrictions. In such cases, Amazon advises sellers to:
1. Include a brief description of how the CrowdStrike outage impacted their business in their appeal
2. Follow the provided links for appealing A-to-z Guarantee claims or seller reviews
Amazon has emphasized that these appeals will be reviewed on a case-by-case basis.
Seller Recommendations
To manage customer expectations during operational disruptions, Amazon recommends that sellers:
1. Change their Listings Status to Inactive on the Vacation Settings page if unable to meet customer expectations reliably
2. Resume Active status once operations return to normal
This update demonstrates Amazon's commitment to supporting its sellers through unexpected challenges. By implementing these measures and providing clear guidance, the company aims to minimize the impact of the CrowdStrike IT outage on seller account health. Sellers are encouraged to stay informed by regularly checking the Seller Central Forums for additional updates.
Also Read: Amazon Tightens On-Time Delivery (OTDR) Policy: What Sellers Need to Know
Follow us on Facebook, X and LinkedIn to get the latest news and updates related to online selling.
Disclaimer:
Amazon is the registered trademark of the e-commerce brand.
CrowdStrike is the registered trademark of the company.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.
Amazon is the registered trademark of the e-commerce brand.
CrowdStrike is the registered trademark of the company.
About ChannelMAX.NET:
ChannelMAX offers Amazon Repricer that runs on the latest AI Repricing algorithm to do Amazon Pricing Management or Amazon Repricing. Based on Amazon SP API, the repricing engine or repricer runs 24/7 and efficiently manages Amazon prices to maximize your BuyBox with profit optimization. Established in 2005, ChannelMAX has been integrated with Amazon technology since 2007, helping thousands of third-party sellers on various eCommerce platforms. Some of the eCommerce platforms, aka marketplaces, supported by ChannelMAX.NET, are Amazon, Walmart, eBay, and Shopify. Some of ChannelMAX key offerings include ChannelMAX Amazon Repricer, 2ndly, ChannelMAX Amazon FBA Audits and FBA Refunds management, an offering for managing Amazon FBA Refunds Reimbursement management for lost or damaged or misplaced inventory for which Amazon is responsible and for which sellers deserve appropriate credit reimbursement from Amazon. ChannelMAX Services offer Remote (aka Virtual) Full-Time eCommerce Assistant to help 3P sellers run their daytoday business.
Check ChannelMAX at Amazon Selling Partner Appstore, an application with a 5 star rating.