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 replies
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).
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?!
KJ_Amazon
Hello @Seller_4OLuvN6V4o7YT
I checked your OTDR report and it is accurate and reporting correctly.
Your screenshot cuts off the Pacific Daylight Time (PDT) dates and times for the columns. Pacific Daylight Time (PDT) is the relevant time zone.
Please expand the columns of your report and check the Pacific Daylight Time (PDT) information. You can also check your Seller Central order details to see the deliver-by date.
Order ID: 112-9793507-2688226 had a Deliver By Date of August 19.
It was delivered on Tuesday, August 20 at 1:49 P.M.
Seller_gatjkdfPmzT4O
Also, on my valid tracking rate (based on 30 days) it shows less number of orders versus my on-time delivery rate (based on 14 days) which shows a higher number than the former. How does that make sense that there are more orders in the 14 days versus the 30 days?
