On time delivery USPS pickup notice not considered delivered
I just noticed this one in our late delivery report and it's not recognizing the fact that we got the shipment to the customer on time but USPS has bought it back to the post office for pickup. After that, Amazon is not counting delivered until the customer picks the item up - 5 days later.
Our deliver by without extension was 8/9/24 23:59:59 PDT which was met, but customer didn't pickup until 8/14/24.
Are we going to get the chance to 'appeal' any of these or is it just going to be 'Below 90%, you're done'?
I feel like the answer is going to be 'Well, that's part of your 10%".
22 replies
Seller_CW0P5hgbsiqWX
That is an on-time delivery. Just because the customer does not pick it up, it is still delivered on-time.
Seller_Ifjfkusos2G4H
I had the same thing for a customer requesting pickup at the post office. This was not sent with signature required. This was not sent to a PO Box. The customer caused this. This was considered not to be an on time delivery. It caused my OTDR rate to go down and I found out it was late from the OTDR report.
Delivered
Delivered, Individual Picked Up at Post Office
NEEDHAM, MA 02492
August 19, 2024, 3:17 pm
Held at Post Office, At Customer Request
NEEDHAM, MA 02492
August 12, 2024, 9:12 am
Arrived at Post Office
NEEDHAM, MA 02492
August 12, 2024, 5:18 am
Seller_yYmMTCwJZOpvV
What i was told by amazon reps when a buyer has business hours you are screwed. Say their business hours are 8-2pm and items arrive 3pm amazon told me even though i shipped through amazon shipping it wont protect me if it does not arrive on the hours a business is open...
Seller_Zw8LsZUQSH440
Same problem today. "Available for pickup at the post office" was counted as late delivery, although it was on time.
Seller_Zw8LsZUQSH440
I opened a case to see whether Amazon would change the OTDR to treat Available for Pickup as Delivered but, as usual, it was a waste of time.
KJ_Amazon
Hello @Seller_lU3njDwc1tsUG @Seller_CW0P5hgbsiqWX @Seller_gatjkdfPmzT4O @Seller_Ifjfkusos2G4H and all other sellers asking about attempted/rescheduled deliveries and the OTDR metric.
Sellers raised this question during this week's Ask Amazon: OTDR event.
Our partner team provided us with an updated response that better accounts for such situations.
"Once a carrier attempts a delivery it will be considered as a clock-stop to measure on-time delivery. Our team is working to fix the issue where shipments delivered on time but that were not picked up by customers on time impact your OTDR. Meanwhile, you are able to request an exemption for these orders by opening a ticket with Seller Support."
