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OTDR Protected NOPE!
Not sure why Amazon thinks my orders should arrive in 2 days. This took my OTDR from 100% to 94%
Order placed 9/9 overnight
Shipped 9/10 USPS Priority Mail® Flat Rate Envelope
Delivered 9/13
Promised date was 9/13
This was not late, and was not "protected".
Now what? Case number 16061355281
58 replies
Seller_FoHImRENetaoe
Are they saying time of day?????? Really??????? I am so confused...It did cause my OTDR to drop..
Hello from Amazon Selling Partner Support,
We understand that you have contacted us to know about the fall in the OTDR.
After review we have the following findings:
The product was delivered after Promised delivery date but within Promised delivery date with a promise extension.
Here are the details of the delivery:
Promised delivery date without a promise extension: 9/13/24 06:59:59 GMT (9/12/24 23:59:59 PDT)
Promised delivery date with a promise extension: 9/14/24 06:59:59 GMT (9/13/24 23:59:59 PDT)
Actual delivery date: 9/13/24 16:05:00 GMT (9/13/24 09:05:00 PDT)
Also, from your excel sheet that you have provided we could see that the it was delivered on 9/13/24 16:05:00 GMT and the promised time was 9/13/24 06:59:59 GMT.
If your shipment arrives after the promised delivery date, it will count as a late delivery and will affect your on-time delivery rate (OTDR), unless you have automated handling time enabled on your account, the shipped item is assigned to a Shipping Template with Shipping Settings Automation (SSA) enabled, and you shipped using an "OTDR Protected" label from Amazon Buy Shipping.
In this case your delivery time is also affected which caused the fall in the OTDR.
Using all three of these tools together should ensure your package arrives on time.
However, if the package doesn't arrive on time, your OTDR won't be negatively impacted because Amazon made calculations on your behalf that affect OTDR.
Atlas_Amazon
Hello @Seller_FoHImRENetaoe
Thank you for the information provided regarding the issues you have seen with the On-Time Delivery Rate (OTDR) metric. I understand that they have returned with the response that the package was delivered on the date promised but after the time. This would be considered a late delivery as it would have come after the time promised to the customer.
If you were looking to dispute this, you would want to show that the three criteria were met for the OTDR protection, have you attempted to show this as of yet? If you did not want to take any additional action, we would recommend monitoring the metric while the order is still impacting.
Please continue to refer to this thread with any future questions or updates you have on this situation.
Best,
Atlas
Seller_guhQr0EQt0lfM
I almost exclusively use amazons own freight system and every time they state OTDR protected in green....but weirdly enough that never seems to be the case as I STILL get lower than 100% scores....so their OTDR protection seems lip service at best and in practice never seems to actually occur. Ever.
Seller_aWrza8YvWVgM1
We have 3 late shipments. All were due at 7am on whatever date. Obviously they were delivered around noon like the real world works and not Amazon's fantasy land and of course all have been held against us. I would Love to see Amazon's metrics
Seller_FoHImRENetaoe
Yep! I feel your pain. Orders arrive a day early, I get dinged, orders arrive at 4pm, and not 4am, dinged again.
I am still trying to fiqure out how I can control USPS around the country...
Seller_hYs285lRCwgRv
Same here, I have over 20 late shipments bc they were delivered when mail usually gets delivered. Never will it ever be at 7am. So, essentially, I have to ship at least a day sooner than it is due to be shipped for it to hopefully be delivered the day before. Although, of course, there are way too many factors with the PO to know how many days it will take to be delivered.
Seller_FoHImRENetaoe
You are right! Why they went with GMT for the "correct delivery time" is beyond me, GMT is so m,any hours ahead of us. Also, they decided " Pacific Daylight Time (PDT) is the relevant time zone for your US orders" for me, when I am East Coast time zone.
KJ_Amazon
Ask questions about the OTDR policy updates at an Ask Amazon event on October 1st
Hello @Seller_FoHImRENetaoe @Seller_aWrza8YvWVgM1 and any other sellers with questions about how delivery promises are displayed in the OTDR report:
I recommend adding any questions you have about the new OTDR policy and requirements to the above Ask Amazon event thread. Community Managers and members of the OTDR team will be on hand to provide answers to all seller questions.
Seller_EQlLF0v98bWcn
they were actually due the day before by 11:59 PM....youre missing the fact that 6:59AM delivery cutoff is NOT in your time zone
KJ_Amazon
Hello @Seller_FoHImRENetaoe @Seller_8UYHnTIxJNqVK and all other sellers asking about Promised Delivery requirements. @Seller_zerJmZPIYEN05 is correct.
The report shows both GMT and PDT time zones. Pacific Daylight Time (PDT) is the relevant time zone for your US orders and the one that the OTDR metric is based on.
Promised delivery date without a promise extension: 9/13/24 06:59:59 GMT (9/12/24 23:59:59 PDT)
Promised delivery date with a promise extension: 9/14/24 06:59:59 GMT (9/13/24 23:59:59 PDT)
Actual delivery date: 9/13/24 16:05:00 GMT (9/13/24 09:05:00 PDT)
For this order, the Promised Delivery Date without an extension was September 12. The order needed to be delivered at any time by that date, as indicated by: 9/12/24 23:59:59 PDT.
However, the order was not delivered until September 13. (9/13/24 09:05:00 PDT).
KJ_Amazon
Seller_1ZjQmvBmVkYSs
Are we able to adjust the TIME OF DAY for promised delivery? Oh, we can’t? Then why isn’t the default 11:59pm on the day of delivery? Come on Amazon, be realistic. We have no control over any delivery, let alone time of day. SMH…
KJ_Amazon
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.
KJ_Amazon
KJ_Amazon
Then why are people getting ODR hits for packages delivered on the correct day... it simply shouldn't happen at all since 11:59pm is the cutoff TIME...
Sellers are not receiving OTDR penalties for orders delivered on the Delivery-By deadline date.
11:59 PM Pacific Daylight Time (PDT) is the default deadline for the promised delivery day.
Pacific Daylight Time (PDT) is the relevant time zone for US orders and the one that the OTDR metric is based on.
Here are the details of the delivery:
Promised delivery date without a promise extension: 9/13/24 06:59:59 GMT (9/12/24 23:59:59 PDT)
Promised delivery date with a promise extension: 9/14/24 06:59:59 GMT (9/13/24 23:59:59 PDT)
Actual delivery date: 9/13/24 16:05:00 GMT (9/13/24 09:05:00 PDT)
This order had a Promised delivery date without a promise extension of September 12: 9/12/24 23:59:59 PDT. If the order was delivered at any time by September 12 11:59 PM PDT, it is on time.
However, the order was actually delivered the next day: 9/13/24 09:05:00 PDT.
The order was late and accurately appears on the OTDR report. I understand that the inclusion of GMT information on the report is causing some confusion, and that information has been shared with our partner team.
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