On-time delivery
On-time delivery is a metric which enables sellers to determine the percentage of merchant fulfilled packages received by customers on or before the Amazon promised delivery date that appears on seller central. This number is based on packages that had confirmed tracking information. Customers tell us that receiving their orders on time and having the ability to track their packages are important contributors to their overall satisfaction with an order.
On-time delivery requirements
We recommend that sellers maintain an OTD greater than 97% in order to provide a good customer experience.
Failure to meet Amazon's target for this metric generally does not result in the suspension of your selling account. However, it could cause negative feedback or claims, which could impact your selling account status.
How to maintain a healthy on-time delivery rate
- Ensure packages are delivered on or before the promised delivery date on Seller Central.
- Purchase shipping labels through Amazon’s Buy Shipping services.
- Choose carriers that are integrated with Amazon (a list of integrated carriers can be found on the Valid tracking rate help page). These carriers provide real-time tracking status to Amazon.
- Verify that the carrier name and tracking ID are entered correctly and belong to the same carrier.
Confirm, and update if necessary, the tracking information before the carrier delivers the package; ideally as soon as the package is handed over to the carrier (go to the Confirm shipping page for more information on how to confirm a shipment). If the tracking information is confirmed or updated after the package is delivered, that means the customer was not able to track the order. This is not useful to the customer, and the order is not considered to be delivered on time and it will impact your OTD Rate metric.
View the on-time delivery metric and report
To view your OTD metrics on Seller Central:
- From the Performance menu, select Account Health.
- Locate the Shipping Performance section and click View details.
You can see your OTD Metric on the Shipping Performance page. Please note that only orders included in your current OTD defect report count against your metric. If the report contains no orders, it means all of your orders were delivered on time.
To download the OTD defect report, click Download Report in the Shipping Performance section.
Please allow 72 hours for the report and metrics to reflect any updates or edits.
Important resources for on-time delivery
