UPS Mail Innovations delivered but not received, On Time Delivery Report shows all packages late
We ship all of our packages with UPS Priority Mail Innovations with full door-to-door tracking. International Mail Innovations is a service that utilizes the local postal service for the final mile delivery.
Our Valid Tracking Rate is sitting at 98%. Amazon recognizes the tracking as valid.
However, our On Time Delivery score is 0%, with none of our packages registering as delivered on time. This is not true, but I cannot figure out why none of them are getting marked as "delivered".
This example order was supposed to be shipped on November 13th and delivered no later than December 1st. According to the tracking, it was shipped on November 13th and delivered on November 24th. Tracking number: 803275831798196394 (Amazon will not allow me to post the tracking link, but if you google "UPS Tracking", the first result is UPS tracking, and this number pulls up the tracking details for this order).
Note: I am aware that UPS is not providing an "Acceptance" scan for this order within the appropriate time frame. I have addressed that with them, and it should be resolved moving forward. However, Amazon recognizes this tracking number as valid on the On-Time Delivery Report, so it should not affect the on-time delivery metric. Right?
On the On Time Delivery report, the same order shows that there is Valid Tracking and a Physical Carrier Scan but no Delivery Scan/Attempt. It would appear that we are not getting dinged for the late acceptance scan but rather the order is considered late because there is no delivery scan. However, the tracking information does show on-time delivery.
About two weeks after our packages are delivered, Amazon contacts the customer and informs them that the package is likely lost, and they can file for a refund. Many do, and our A-Z claims are on track to have our account shut down.
First Question: If the tracking is valid according to Amazon, then is the missing/late UPS acceptance scan disqualifying our packages from getting a delivery scan?
Second Question: If that is not the case, what could be causing the missing delivery scans? I initially thought perhaps it was an issue with providing the incorrect carrier information, but again, the tracking is considered "valid".
The Carrier is set to "UPS" and the Shipping Service is set to "Priority Mail Innovations" in Amazon.
UPS Mail Innovations delivered but not received, On Time Delivery Report shows all packages late
We ship all of our packages with UPS Priority Mail Innovations with full door-to-door tracking. International Mail Innovations is a service that utilizes the local postal service for the final mile delivery.
Our Valid Tracking Rate is sitting at 98%. Amazon recognizes the tracking as valid.
However, our On Time Delivery score is 0%, with none of our packages registering as delivered on time. This is not true, but I cannot figure out why none of them are getting marked as "delivered".
This example order was supposed to be shipped on November 13th and delivered no later than December 1st. According to the tracking, it was shipped on November 13th and delivered on November 24th. Tracking number: 803275831798196394 (Amazon will not allow me to post the tracking link, but if you google "UPS Tracking", the first result is UPS tracking, and this number pulls up the tracking details for this order).
Note: I am aware that UPS is not providing an "Acceptance" scan for this order within the appropriate time frame. I have addressed that with them, and it should be resolved moving forward. However, Amazon recognizes this tracking number as valid on the On-Time Delivery Report, so it should not affect the on-time delivery metric. Right?
On the On Time Delivery report, the same order shows that there is Valid Tracking and a Physical Carrier Scan but no Delivery Scan/Attempt. It would appear that we are not getting dinged for the late acceptance scan but rather the order is considered late because there is no delivery scan. However, the tracking information does show on-time delivery.
About two weeks after our packages are delivered, Amazon contacts the customer and informs them that the package is likely lost, and they can file for a refund. Many do, and our A-Z claims are on track to have our account shut down.
First Question: If the tracking is valid according to Amazon, then is the missing/late UPS acceptance scan disqualifying our packages from getting a delivery scan?
Second Question: If that is not the case, what could be causing the missing delivery scans? I initially thought perhaps it was an issue with providing the incorrect carrier information, but again, the tracking is considered "valid".
The Carrier is set to "UPS" and the Shipping Service is set to "Priority Mail Innovations" in Amazon.
1 respuesta
Jurgen_Amazon
Hello @Seller_2hRc9bocXCA0F,
Thank you for contacting Amazon Forums.
Appreciate sharing such a detailed forum, it help us comprehend better your concerns.
Regarding On-Time Delivery Rate (OTDR): The On-Time Delivery Rate (OTDR) is all shipments delivered by their estimated delivery date as a percentage of total tracked shipments. OTDR only applies to seller-fulfilled orders.
We consider OTDR performance when determining which Transit Times you are eligible to set, which may enable you to promise faster delivery times and improve your conversion.
We recommend that sellers maintain an OTDR greater than 97% in order to provide a good customer experience, however there is no penalty for not meeting the performance target at this time.
Additionally, the Help Page Manage your delivery timemight help you to clear out your doubts. If you still have doubts or concerns related to this topic, I encourage you to contact Selling Partner Support, providing the order IDs impacting this metric, that way they can investigate further and determine the next steps.
The last recommendation I have is, please confirm Handling time is set for more than 1 business day, since it could lead to the impact in the metric.
Sincerely, Jurgen_Amazon
