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).
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_4OLuvN6V4o7YT
Yes but they did appear on the OTDR report as a late delivery as you can see on the screenshot of the dashboard. I have a 60% rating because of 2 packages that amazon is saying were delivered late when they weren't. You guys have a bug in your system that needs to be fixed. Especially if we are going to be penalized for these ratings.
Seller_J4xdAQedDDg8G
This OTDR is pure BS. I currently have 27 orders that didn't meet OTDR, all of them I shipped a day or two ahead of schedule. 10 of those orders actually arrived on the promised date but might have been an hour or two later than the expected arrival time on that day. How can we be penalized for this? We can't control USPS or UPS drivers.
Seller_J4xdAQedDDg8G
And on top of that, 23 of these orders are OTDR protected, so why do they even show up on the report.
KJ_Amazon
Yes but they did appear on the OTDR report as a late delivery as you can see on the screenshot of the dashboard. I have a 60% rating because of 2 packages that amazon is saying were delivered late when they weren't. You guys have a bug in your system that needs to be fixed. Especially if we are going to be penalized for these ratings.
Hello @Seller_4OLuvN6V4o7YT Did you expand the OTDR report columns to view the Pacific Daylight Time (PDT) time zone? Those orders were delivered the day after the deliver-by date PDT and accurately appeared on the OTDR report.
- Order 111-6433538-0925037 appears on your OTDR report screenshot.
- It had a Promised delivery date by August 30.
- That appears in the OTDR report as: 8/31/24 06:59:59 GMT (8/30/24 23:59:59 PDT).
- It was delivered the evening of Saturday, August 31, 7:18 PM PDT.
This OTDR is pure BS. I currently have 27 orders that didn't meet OTDR, all of them I shipped a day or two ahead of schedule. 10 of those orders actually arrived on the promised date but might have been an hour or two later than the expected arrival time on that day. How can we be penalized for this? We can't control USPS or UPS drivers.
Hello @Seller_J4xdAQedDDg8G
- Please review the above information about how dates/times are displayed in the OTDR report. Shipments have until 23:59:59 PDT on the Promise date to be considered on time.
- Purchasing an "OTDR Protected" shipping label is one of several requirements to receive OTDR protection from late deliveries. If you use Automated Handling Time and Shipping Settings Automation (both available for Professional selling plans) in addition to purchasing shipping with an "OTDR Protected" badge, your OTDR will not be negatively impacted by late deliveries.
You can read more details about OTDR Protections here: Frequently asked questions about on-time delivery rate (OTDR). I also recommend reading the original announcement here: News and Announcements: Updates to our on-time delivery policy and shipping settings.
Seller_4OLuvN6V4o7YT
This is absolute nonsense. I ship my packages on time or early every time. They are handed to UPS/USPS on time and now I am being penalized for what time of the day the are delivered. Literally just got off the phone with Account health about a new round of false late delivery claims and was told that yes the package was delivered the right day but it should of been delivered by 7am and instead it was delivered in the afternoon. What kind of nonsense is this? I am I responsible for when ups/usps deliver a package?
She had the audacity to tell me I should work with them to make sure my packages get delivered at a certain time as if that is a viable solution. You guys can't even guarantee an actual time of day when I order from Amazon but some how the individual who sells a handful of items a month will be able to accomplish what the person shipping millions of packages can't?
Now my account is in danger of deactivation for something as absurd as this. This metrics is flawed and should not be used to rate sellers since we have no control over it. This situation is extremely disheartening and demotivating. It seems like we are purposely being set up to fail if you choose not to put all your items in the FBA program. I can see no other reason for doing something like this.
KJ_Amazon
@Seller_4OLuvN6V4o7YT
I am working with Account Health partners to make sure that accurate information is provided.
Sellers are not responsible for when the package is delivered.
The deadline for On Time Delivery is midnight on the Delivery Promise date. This is based on the Pacific Daylight Time (PDT) time zone. PDT is a US time zone and is the relevant time zone for your metrics.
Please check Seller Central for that order that appears on your OTDR report. You will see that it was delivered the day after the deliver-by date.
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?!
