On-time delivery rate issues
I'm having a very stressful experience as my seller-fulfilled offers are at risk of deactivation.
My on-time delivery rate has been dropping consistently since the past 10 days, even though all the orders are shipped on time.
I have Shipping Settings Automation (SSA) and Automated handling time active for my orders, I ALWAYS use Amazon buy Shipping to buy all my shipping labels, I have orders which I shipped on time but delivered late by carriers for a day or two and they were counted against my On-Time Delivery Rate despite the fact that it shows that I have Claims and OTDR Protections.
The Amazon Account Health Specialist advised me to manage this issue directly with UPS and USPS. Seriously?? This is not a resolution. I am urgently looking for assistance as I have no control of UPS and USPS logistics.
Could someone please review my case and provide me guidance? CaseID: 16787440581
On-time delivery rate issues
I'm having a very stressful experience as my seller-fulfilled offers are at risk of deactivation.
My on-time delivery rate has been dropping consistently since the past 10 days, even though all the orders are shipped on time.
I have Shipping Settings Automation (SSA) and Automated handling time active for my orders, I ALWAYS use Amazon buy Shipping to buy all my shipping labels, I have orders which I shipped on time but delivered late by carriers for a day or two and they were counted against my On-Time Delivery Rate despite the fact that it shows that I have Claims and OTDR Protections.
The Amazon Account Health Specialist advised me to manage this issue directly with UPS and USPS. Seriously?? This is not a resolution. I am urgently looking for assistance as I have no control of UPS and USPS logistics.
Could someone please review my case and provide me guidance? CaseID: 16787440581
0 replies
April_Amazon
Hello @Seller_GQX40kk4dsmIl,
Thank you for bringing this to our attention on the Forums. Thank you also for including a Case ID. With this information, and help from an internal team, I have better ability to research your specific situation.
I can understand your stress and frustration having this metric drop and not understanding how it is happening.
This is what I understand:
- If you have 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.
This is what I could verify:Frequently asked questions about on-time delivery rate (OTDR)
How can I maintain a healthy OTDR?
To keep a healthy OTDR without promise extensions we recommend that you do the following:
- Review your OTDR without promise extensions metric on your Account Health dashboard. You can also download a report of which orders were delivered after the delivery date without promise extensions.
- Review the “Deliver by” date for every order. This date corresponds to the expected delivery date without promise extensions. Note that the actual delivery date that customers see may be longer because of promise extensions.
If you are a Professional seller, use automated handling time to set accurate handling time per SKU based on how long it has taken you historically to hand off each SKU to carriers. Additionally, with automated handling time enabled, your seller-fulfilled listings will not be deactivated if your late shipment rate (LSR) does not meet the LSR policy requirement.
- If you are a Professional seller, enable Shipping Settings Automation (SSA), which sets accurate delivery dates for your orders by automatically calculating transit times of your preferred ship methods from your warehouse to each customer's location.
- Select a ship method with a high reliability to deliver your order on time. You can also use Amazon Buy Shipping to buy shipping labels that have been identified to have a high reliability for On-time delivery based on Amazon’s data from millions of shipments. These ship methods have a shield icon next to them, marked as OTDR Protected. You can use Amazon Buy Shipping through Manage Orders, Shipping API, Veeqo, or select multi-channel integrators with access to Amazon Buy Shipping. To learn more about purchasing OTDR protected shipping labels, go to Amazon Buy Shipping.
So I first printed out the OTDR Report - I noticed the Promise delivery date without a promise extension is calculated using Pacific Standard Time of midnight for whatever the day is. So if the Promise delivery date without a promise extension 11/15/24 - it is really 11/14/24 at midnight and the orders delivered on the 15th are late. This is just something I was looking at as to why some of those order were even on the report.
I can see how all the orders in question would actually be on the report, but they should not affect the metrics if you have 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 the package. That is unless the order was Delivered after the promised delivery date with a promise extension. This is where we need to see what really is happening. On your current report that is 9 orders, but I totally understand 30 orders are at issue here.
I did review several orders to verify what is happening. I am reaching out to an internal team for a deeper review. I do not have a time frame of when they will get back to me, but as soon as I have more information, I will reach back out to you.
Again, I really do understand your frustration, and will do all I can to figure out what is happening and why.
Thank you for reaching out on the Forums. The Forums and I are here to support you.
April
Seller_7EfDHeX4vaVCk
If you are shipping through with USPS a lot, I think the problem is with USPS. They do lausy job and affect all of us.
Seller_1Q3hNwblGUD9X
I have the same "EXACT" issue. We exclusively use USPS and we are normally 95% to 100% on time for 10+ years. Now we are hovering around 50% for the last month. I called USPS to see if they could investiagte if it was a local or regional hub causing the issue but have not heard back.
Just waiting to wake up one morning where account is suspended!
Seller_GDHNUE0mJYvka
@Seller_GQX40kk4dsmIl
What is your percentage now?
Seller_hRcXofgyK9BVk
Have the same issue. On top of them counting OTDR protected orders. against you, they count them by units, not by orders.
We shipped one order that had 50 units in it, shipped same day, carrier picked up same day, and it shipped over the holiday, UPS delivered one day late due to holiday and they are counting these are 50 late units, not one late order, which drops the percentage very quickly.
FBM are now responsible for any and all shipper delays, OTDR protection does not seem to matter, returned to sender for orders non-deliverable count against you, sellers are now held responsible for any and all shipping company delays, weather delays, buyers not picking up orders when they attempt delivery and are unable to deliver.
Really deters sellers from selling multiple quantities of any item, if there is a carrier delay and it is delivered late, it counts against your metrics by total units sold, not one late delivery. One large order quantity delivered late by carrier, can get you deactivated as it sends your OTDR plummeting. This needs to be corrected!
Trying to bring this to Amazon's attention is useless, they just send generic responses back every time.
April_Amazon
Hello @Seller_GQX40kk4dsmIl,
I am following up on my previous post as I heard back from my internal team.
I want to thank you for your patience and also let you know I do understand this is confusing and frustrating. I looked into your current OTDR metric and see it is slowing resolving over time. Currently there are no banners on your account, this is a good thing.
I did save the OTDR reports for review. If you have this affect you again and it seems wrong, please reach out. I have a process if you have orders that are affecting you incorrectly.
Keep following the process : Does Amazon offer tools that can help me improve my OTDR and meet the Amazon’s OTDR requirements? Using SSA, AHT and Amazon Buy Shipping
I look forward to your response. Thank you for reaching out on the Forums.
April
Seller_qS4hi6SmsLLix
On Time delivery Rate should not count for deactivation because sellers can't control delays caused by USPS, UPS or FedEx. Once you purchase the labels through Amazon, you should be covered. Amazon should put some pressure to deactivate them, not us.
Seller_9U8MMSzm8FLgU
This is the first time we have ever experienced this. I checked the orders taking our % down and it's all "delayed in transit" from USPS, FedEx, and even Amazon Shipping.
How the heck are we even remotely responsible once it leaves our building? We ship all orders within 3 hours (literally running our WH 24 hours a day) and have NEVER had below a 95%.. then ALL OF A SUDDEN, today... 52% ???
Amazon has to get their sh*t together cuz this should not be this insanely difficult. It's enough work running a steady business without BS metrics getting in the way.
