Delivered on time yet showing as late delivery
Maybe a mod can look into this and expedite the process - case ID 15940865181
- Order ID: 111-0806097-0777065
- Order Date: 8/21/2024
- Ship by Date: 8/22/2024
- Carrier First Scan Date: 8/21/2024 (ahead of schedule)
- Promised delivery date: 8/24/2024
- Actual Delivery Date: 8/24/2024 - this was delivered on time and should not count as a missed delivery promise.
Thank you for your help - would like to stay on top of these for when there are indeed actually carrier delays that count against us.
Delivered on time yet showing as late delivery
Maybe a mod can look into this and expedite the process - case ID 15940865181
- Order ID: 111-0806097-0777065
- Order Date: 8/21/2024
- Ship by Date: 8/22/2024
- Carrier First Scan Date: 8/21/2024 (ahead of schedule)
- Promised delivery date: 8/24/2024
- Actual Delivery Date: 8/24/2024 - this was delivered on time and should not count as a missed delivery promise.
Thank you for your help - would like to stay on top of these for when there are indeed actually carrier delays that count against us.
20 replies
Seller_JNpMXcdRHNA4F
Here is the response from seller support - apparently "on time delivery" doesn't actually mean on time delivery? Would someone please explain this?
This part is not true - on the report we downloaded, it says the promised delivery date was indeed 8/24:
"For example: if we consider your order 111-0806097-0777065, which should have been delivered by 2024-08-23, however, it was delivered on 2024-08-24, which passed the promised delivery date. This is why your metric for the percentage of on-time deliveries played a role."
Hi Awds-N-Ends LLC,
This is Laxman from Amazon Account Health Support. I hope you are happy with this email.
I understand that your concern regarding On-Time Delivery Rate Metrics.
After reviewing the on-time delivery rate metric on your account we don't find any discrepancies in the calculation of your on-time delivery rate. I have reviewed the order id : 111-0806097-0777065, which are affected under the On-Time Delivery Rate, and the order was delivered late.
I would suggest downloading the On-Time Delivery Rate report, located in the Account Health Page. This report will contain all the orders that are currently impacting your metric. In Seller Central, navigate to the ‘Performance’ tab >’Account Health > On-Time Delivery Rate.
To ensure a positive customer experience, we advise sellers to keep their OTDR at 97%, however, there is at this time no penalty for dropping to reach the performance limit.
For example: if we consider your order 111-0806097-0777065, which should have been delivered by 2024-08-23, however, it was delivered on 2024-08-24, which passed the promised delivery date. This is why your metric for the percentage of on-time deliveries played a role.
Also, I would like to reiterate the fact that the scores once captured cannot be altered/updated. As of now as there was no action deviation on the account. I recommend closely monitoring the metric for the next 2 to 3 weeks to ensure improvement.
Below are some requirements for an order to be considered on time:
-- Packages must be delivered on or before the promised delivery date that appears on Seller Central.
-- Packages have a valid tracking number.
-- Only use carriers that are integrated with Amazon. These carriers provide real-time tracking status to Amazon.
-- Verify that the carrier’s name and tracking ID are entered correctly and belong to the same carrier.
-- Tracking information is confirmed and updated, if necessary, before the carrier delivers the package. Ideally, it is confirmed or updated as soon as the package is handed over to the carrier.
In future, I suggest you to contact the carrier service and make sure to deliver the orders within the promised delivery date to avoid further impact on the metrics.
To avoid impact on the On-Time Delivery Rate metrics, you have to avail Automated Handling Time (AHT) and Shipping Settings Automation (SSA) enabled on your shipping template, and purchase an ‘OTDR protected” shipping label through Amazon Buy Shipping to ship a package, then if the package arrives late, it will not be counted against the OTDR metric. Amazon has a high confidence in OTDR when you use all three of these tools together and, because Amazon is making calculations that affect OTDR, you will not be impacted if there is a late delivery if all three tools were used for that order.
I'm sharing the resources below to provide additional information:
On-Time Delivery Rate: https://sellercentral.amazon.com/help/hub/reference/200847280
Seller_Vjsbsz072tb7D
We have been monitoring this new set of rules very closely as well and have been experiencing the exact same issues which is extremely concerning given that we are only a few weeks away from these new rules taking effect and STILL have no idea how we are going to maintain an OTD % over 90% when we have zero control over what happens to packages once they are in the carriers possession... Someone please help!!
Nikki_Amazon
Hello awds_n_ends_llc,
Thank you for contacting us at the Forums! Could you please let me know if the following 3 features were enabled at the moment of shipping, and not enabled after the shipping date:
- Shipping Settings Automation (SSA): This feature, available for Professional selling plans, sets accurate delivery dates through automated transit time calculations of your preferred shipping services. To use this feature, you must choose one of the preferred ship methods in the SSA templates, which will mark the transit time on the shipping template as "Managed by Amazon".
- Automated handling time: This feature, also for Professional selling plans, sets accurate handling times per SKU based on how long it usually takes you to prepare each SKU for carrier pickup. You must ensure that automated handling time is enabled in your shipping settings.
- Amazon Buy Shipping: This feature is available for both Professional and Individual selling plans. It allows you to purchase shipping labels that use highly-reliable ship methods. You can access Amazon Buy Shipping through Manage Orders, the Shipping API, Veeqo, or select multi-channel integrators with access to Amazon Buy Shipping. When using Amazon Buy Shipping or Veeqo, you must choose shipping labels marked as "OTDR Protected".
It's important to note that OTDR Protection is only available for units shipped through Standard Shipping. Units shipped through other shipping options such as Free Economy, Standard Prime, or Premium Shipping are not eligible for OTDR protection.
For more information please visit the page Frequently asked questions about on-time delivery rate (OTDR).
Please let me know if you have any other questions! The forums community and I are committed to assisting you. Feel free to share how we can support you moving forward.
I wish you all the best,
-Nikki
Seller_41YKljs3sPEsS
I looked through this similar issue on other threads, and from what I can tell, your order is late because amazon has a cut off time on that delivery date. So if you download your log and convert the time, it comes out to delivery date of 24th in the morning, which is dumb because carriers don't usually deliver in the morning.
Seller_oDXVaydIpi3Hi
Amazon isnt smart enough to convert it to local time, so your orders actually need to arrive 1 day earlier in the US than what it states. Meanwhile I finally have one of my "Prime shipped by Amazon" orders arriving tomorrow. FIFTEEN DAYS after I ordered it.
