On-Time Delivery Rate Inaccuracies
So it seems there have been some changes to the On-Time Delivery Rate as I received an email notice about it. Recently, one of my shipments shows that it was counted as late. Order date 7/18, promised ship date 7/19, promised delivery date 7/26. It was shipped and first scanned by carrier on 7/18 and was delivered on 7/26, but it is counting against my metrics even though it met the promised delivery date. Also, I bought the label through Amazon so I was under the assumption we used to be protected against late delivery dings if purchased through Amazon. Has this changed or have I been mistaken?
On-Time Delivery Rate Inaccuracies
So it seems there have been some changes to the On-Time Delivery Rate as I received an email notice about it. Recently, one of my shipments shows that it was counted as late. Order date 7/18, promised ship date 7/19, promised delivery date 7/26. It was shipped and first scanned by carrier on 7/18 and was delivered on 7/26, but it is counting against my metrics even though it met the promised delivery date. Also, I bought the label through Amazon so I was under the assumption we used to be protected against late delivery dings if purchased through Amazon. Has this changed or have I been mistaken?
36 respuestas
KJ_Amazon
Hello @Seller_gatjkdfPmzT4O. If you share a Case or Order ID I can take a look and check whether there is an error in calculations.
You can also check the report and see if those "same date" deliveries are based on GMT and not PDT time zones.
We understand that the date/time display was causing some confusion, specifically the GMT time zone. We worked with our partner team to include PDT information to make it clearer to sellers, as OTDR metrics are based on PDT.
As an example: if an order has a deliver-by date of Thursday, July 18, that will be displayed in your OTDR report as 7/19/24 06:59:59 GMT (7/18/24 23:59:59 PDT).
Seller_gatjkdfPmzT4O
Apologies, yes the time format is making a difference. The item was ordered at 11:23PM on 7/17 and was shipped out the next day 7/18. It made it to the delivery state on 7/22, but bounced around different facilities for 3 days before making it to the proper local post office on 7/26 and being delivered that day. The promised date was 7/25 so I can see why it's considered late, but I was under the impression that Amazon Buy Shipping covered us for these times of incidences.
Order ID: 111-1518234-6777849
Seller_DdmPiA1p1S2Wu
No, you are only covered for OTDR hits if you are using both Automated Handling Time (AHT) and Shipping Settings Automation (SSA).
Seller_0xdtD36hDLHBC
My understanding is that you still only have to use Amazon buy-shipping with the OTDR guarantee. SSA and AHT is not required (yet).
This is from the recent announcement.
Seller_DdmPiA1p1S2Wu
Yes, but if you highlight "OTDR Protection" on the Buy Shipping page, it states, "If you purchase this shipping label and used Automated Handling Time (AHT) and Shipping Settings Automation (SSA), your OTDR will not be negatively impacted by late deliveries."
KJ_Amazon
New updates to our on-time delivery policy and shipping settings
Hello @Seller_0xdtD36hDLHBC
That announcement specifies "all three tools" needed for OTDR protection: Buy Shipping, Shipping Settings Automation, and Automated Handling Time.
Note: 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.
Seller_S9i9bRwBtBcUP
Is this new. Because customer service seems to always send customers my way when a package has not arrived or has been lost. They want me to resend out a new item or refund the customer.
KJ_Amazon
New updates to our on-time delivery policy and shipping settings
Hello @Seller_S9i9bRwBtBcUP Please read the above News Announcement and discussion about changes to the OTDR metrics and policy.
Seller_4OLuvN6V4o7YT
Hi I'm having the same issue as well but don't quite understand what you are saying about fixing the time zones to make the problem go away. If you could help me with that I'd appreciate it.
KJ_Amazon
Hello @Seller_4OLuvN6V4o7YT
Can you please give more specific details about the issue you are having?
There is nothing sellers need to do for time zones. The OTDR report is working and tracks late deliveries based on the Pacific US Time Zone.
Seller_4OLuvN6V4o7YT
I'm having orders that was delivered on time marked as not delivered on time and having it count against me. I've attached some pics.
KJ_Amazon
Hello @Seller_4OLuvN6V4o7YT Thanks for sharing those screenshots with me.
I recommend expanding the OTDR report columns so you can view the Pacific Daylight Time (PDT) time zone.
Packages delivered any time on the "Promised delivery date without a promise extension" are calculated as on time. This is determined by the Pacific Daylight Time (PDT) time zone.
As an example: if an order has a Delivery By date of August 19, that appears in the OTDR report as: 8/20/24 06:59:59 GMT (8/19/24 23:59:59 PDT). Shipments delivered with an "Actual delivery date" of 8/19/24 PDT are calculated as on time. and will not appear on the OTDR report.
KJ_Amazon
Seller_r9wMm8LrE5iKj
You mean, sellers are THEORETICALLY protected. There are plenty of instances when buying shipping from Amazon resulted in lost claims, as you'll know from working the fora. Even in cases where sellers then recovered their money, the ROI is generally negative, as our time is not free.
Seller_NxQTyL4zOqAYv
yeah, good luck with that. I have a $100 item being returned for the reason "arrived to late". the return was requested 4 business days before the promised delivery date before the item was delivered. The order was delivered the day before the promised date yet I'm being forced to refund this order and pay return shipping. Amazon doesn't care and won't help. I've wasted my time trying to get help on these so many times in the past I don't even bother anymore. You will either get a canned response that has absolutely nothing to do with what is happening or just be told any claim is denied, no reason given.
Seller_aWrza8YvWVgM1
We have the same issue on a couple of orders. We have cases open for each which have both been "escalated" so I dont expect to ever hear back from them.
Seller_HRcJa1gdGHeov
NOTHING that Amazon does works the way it is supposed to; this is one more policy that just adds to the noise surrounding Amazon and puts more pressure on 3P sellers. Sad, but the current state of affairs at Amazon as it pertains to 3P seller is very bad.
Seller_gatjkdfPmzT4O
Just had another order I received on 7/23, shipped out on 7/24, going to NC. Made it to GA on 7/27, but then ended up in TN on 8/13 then finally to 8/13 and delivered the next day on 8/14. This is obviously an issue with USPS and I have seen this happen many times. How this counts against is us totally ludicrous, again especially since I bought shipping through Amazon. What difference does it make if I had automated handling on? Is that going to convince the USPS not to screw up?!
