Case ID 15874677011

Orders 111-3537869-0923437 & 111-9955846-4648252 were shipped with Amazon Buy shipping with OTDR protection but are on my OTDR reporting as not being non-compliant. Please remove these from my OTDR reporting as they are negatively impacting my OTDR metric.

The reponse I recieved is attached in its entirety but I will draw your attaintion to specific areas:

For a shipment to be considered as OTDR compliant, the order should be delivered on or before the "Deliver by" date mentioned on the "Manage Orders" page of the Seller Central or if all the following 3 conditions met:

        • Condition 1: Your account has Automated Handling Time(AHT) "Enabled".

        • Condition 2: The shipped SKU was assigned to a shipping template with Shipping Settings Automation (SSA) "Enabled".

        • Condition 3: You bought an “OTDR Protected” shipping label on Amazon Buy Shipping.

        Please note: When you purchase an "OTDR Protected" shipping label, you shall see "OTDR Protected" badge on the order in the "Manage Orders" page.

I understand that you purchased the OTDR protected label , but our team found out that you did not had the Automatic Handling Time (AHT) enabled at time time you processed this order and our team found out that it was enabled later on.

Additionally, I would like to bring to your notice that the scores once captured cannot be altered/updated as the OTDR scores are automatically captured and evaluated by the system. Hence, we won’t be able to make any changes manually to the scores.

I find this response inconsistant with itself. It is stated that I had purchased OTDR Protected shipping and therefore the order is to be concidered compliant. Yet once OTDR metrics are captured they cannot be adjusted? And somehow AHT and SSA must be enabled although that is not the policy?

My OTDR just over the past two weeks dropped from 93% to 59%, I have not changed any shipping settings and we have consistently used our same shipment process as we always have.

Our account health score is a perfect 1000 without any violations on record. We are not receiving the "Your account is at risk of deactivation" notice.

Did something change with OTDR recently and why it has dropped so heavily for us?

I haven't seen this question answered in any of the threads regarding automated handling time.

We have automated handling time turned off because we ship everything (before cutoff) the same day . In 9 years we have always operated that way. Amazon wants to set our handling time at 1 day, because their metrics show all our items somewhere between .25 and .75 days handling. We have it manually set to zero days. In addition, we have "same day" turned on for each and every one of our shipping templates.

I have always assumed that the "same day" toggle on the shipping templates overrides the general handling time anyway- whether manually set or automated- but just in case I have left the automated handling turned off.

Now the new OTDR metric instructions/explanations seems to be saying that to have a late delivery exempted from the metric you must use ALL 3 of the following:

Ship using SSA, ship using Amazon buy Shipping, and have automated handling time turned on.

So my question is, if I turn on automated handling time to give myself the OTDR protections , will the "same day" toggle override the one day handling that Amazon wants to set ? If not, I would lose orders because Amazon would show customers extended delivery times.

Before someone asks, we ship 5000-6000 orders a month and our current OTDR is 95.14%

Mods- can you help ?,