Incorrect OTDR Defect - Order 114-1529083-1672209 - Case ID 16681905841
Order number: 114-1529083-1672209
Case ID 16681905841
Looking for help to appeal an OTDR defect - Seller support incorrectly said we do not have SSA enabled - which we do. If you look at the order page, it does say "OTDR Protected" - we are not sure why this appeal was denied. Hopefully a mod can look into this and shed some light on why or even reverse the decision if seller support was indeed incorrect.
Incorrect OTDR Defect - Order 114-1529083-1672209 - Case ID 16681905841
Order number: 114-1529083-1672209
Case ID 16681905841
Looking for help to appeal an OTDR defect - Seller support incorrectly said we do not have SSA enabled - which we do. If you look at the order page, it does say "OTDR Protected" - we are not sure why this appeal was denied. Hopefully a mod can look into this and shed some light on why or even reverse the decision if seller support was indeed incorrect.
18 replies
Seller_EkbLZUYSpmJEy
Just to make sure ...
- AHT enabled?
- SSA enabled?
- Used Amazon Buy Shipping?
- Shipped on time (first scan was on time)?
- Shipping service: Standard (on order)?
If all of the above can be answered as YES, then on the order, after purchasing the shipping label, you see the "OTDR Protected" under the shipping info for the order like this ...
If all of the above is true, then you should be "OTDR Protected" for the order.
Maybe @KJ_Amazon could provide insight from your case ...
Seller_EkbLZUYSpmJEy
From our understanding of the program with AHT, SSA and Amazon Buy Shipping all being used, the OTDR Protected is only on Standard shipping service. The last section in yellow below is Amazon documentation on this.
Frequently asked questions about on-time delivery rate (OTDR)
@KJ_Amazon @Glenn_Amazon ... this is another disconnect with shipping. We have reports of both Economy and Expedited orders having both "Claims Protected" AND "OTDR Protected" showing under the Shipping label purchase as seen in this OP's images.
Can you confirm which is correct?
- Are Economy, Standard and Expedited all covered under the OTDR Protected?
- Or is ONLY Standard shipping service covered under OTDR Protected?
Seller_EkbLZUYSpmJEy
We agree on both of those points and why we seek clarification from the mods.
KJ_Amazon
Hello @Seller_JNpMXcdRHNA4F Thank you for asking about that order and OTDR protection.
The "OTDR Protected" badge refers only to whether the shipping service selected meets the qualification for OTDR protection. It does not by itself indicate that the order is OTDR Protected.
I checked the order in question and it does not show that SSA was enabled, which is indicated by the message "Shipping Service used to calculate Delivery Promise: XXXXX."
I asked our partner team for an update as to whether Expedited Shipping is eligible for OTDR protection.
UPDATE: Our partner team confirmed that SSA was not active for that order.
Seller_EkbLZUYSpmJEy
Economy and Expedited Orders having
Claims Protected and OTDR Protected under the Shipping label purchase have been creating confusion as to whether Economy and Expedited qualify for OTDR Protected status.
Can the team clarify if only Standard orders receive OTDR Protected status or if Economy and Expedited are included?
Thanks
KJ_Amazon
Can you specify "Economy" orders for that question?
"Expedited" shipping is pretty common, but I am not finding Economy as a separate service from Free Economy.
Thank you for that update.
Seller_JNpMXcdRHNA4F
Economy meaning Standard - I believe they meant.
See my post above where I noticed SSA is not enabled for Expedited orders - I have attempted to enable and it will not. SSA had been enabled on our account for Standard & 2-Day - but not for expedited.
This order was expedited and that is why it's not protected.
With that said, we followed the steps from Amazon help here and SSA will not enable for expedited shipments on our account.
Seller_EkbLZUYSpmJEy
Yes ... Free Economy ...
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
KJ_Amazon
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
Free Economy is specifically called out in the OTDR FAQ page as not being eligible for protection. I understand that how badges are displayed is confusing, and the team is aware and working to improve the experience.
"OTDR Protection is only available for units shipped through Standard Shipping, units shipped through other shipping options such as Free Economy, Standard Prime, or Premium Shipping, are not eligible for OTDR protection."
KJ_Amazon
Hello @Seller_EkbLZUYSpmJEy and @Seller_JNpMXcdRHNA4F
Our partner team confirmed that Expedited shipments are eligible for OTDR Protection and are treated as Standard Shipping for that purpose.
I suggested that the team update help pages to include that information.
Incorrect OTDR Defect - Order 114-1529083-1672209 - Case ID 16681905841
Order number: 114-1529083-1672209
Case ID 16681905841
Looking for help to appeal an OTDR defect - Seller support incorrectly said we do not have SSA enabled - which we do. If you look at the order page, it does say "OTDR Protected" - we are not sure why this appeal was denied. Hopefully a mod can look into this and shed some light on why or even reverse the decision if seller support was indeed incorrect.
Incorrect OTDR Defect - Order 114-1529083-1672209 - Case ID 16681905841
Order number: 114-1529083-1672209
Case ID 16681905841
Looking for help to appeal an OTDR defect - Seller support incorrectly said we do not have SSA enabled - which we do. If you look at the order page, it does say "OTDR Protected" - we are not sure why this appeal was denied. Hopefully a mod can look into this and shed some light on why or even reverse the decision if seller support was indeed incorrect.
Incorrect OTDR Defect - Order 114-1529083-1672209 - Case ID 16681905841
Order number: 114-1529083-1672209
Case ID 16681905841
Looking for help to appeal an OTDR defect - Seller support incorrectly said we do not have SSA enabled - which we do. If you look at the order page, it does say "OTDR Protected" - we are not sure why this appeal was denied. Hopefully a mod can look into this and shed some light on why or even reverse the decision if seller support was indeed incorrect.
18 replies
18 replies
Seller_EkbLZUYSpmJEy
Just to make sure ...
- AHT enabled?
- SSA enabled?
- Used Amazon Buy Shipping?
- Shipped on time (first scan was on time)?
- Shipping service: Standard (on order)?
If all of the above can be answered as YES, then on the order, after purchasing the shipping label, you see the "OTDR Protected" under the shipping info for the order like this ...
If all of the above is true, then you should be "OTDR Protected" for the order.
Maybe @KJ_Amazon could provide insight from your case ...
Seller_EkbLZUYSpmJEy
From our understanding of the program with AHT, SSA and Amazon Buy Shipping all being used, the OTDR Protected is only on Standard shipping service. The last section in yellow below is Amazon documentation on this.
Frequently asked questions about on-time delivery rate (OTDR)
@KJ_Amazon @Glenn_Amazon ... this is another disconnect with shipping. We have reports of both Economy and Expedited orders having both "Claims Protected" AND "OTDR Protected" showing under the Shipping label purchase as seen in this OP's images.
Can you confirm which is correct?
- Are Economy, Standard and Expedited all covered under the OTDR Protected?
- Or is ONLY Standard shipping service covered under OTDR Protected?
Seller_EkbLZUYSpmJEy
We agree on both of those points and why we seek clarification from the mods.
KJ_Amazon
Hello @Seller_JNpMXcdRHNA4F Thank you for asking about that order and OTDR protection.
The "OTDR Protected" badge refers only to whether the shipping service selected meets the qualification for OTDR protection. It does not by itself indicate that the order is OTDR Protected.
I checked the order in question and it does not show that SSA was enabled, which is indicated by the message "Shipping Service used to calculate Delivery Promise: XXXXX."
I asked our partner team for an update as to whether Expedited Shipping is eligible for OTDR protection.
UPDATE: Our partner team confirmed that SSA was not active for that order.
Seller_EkbLZUYSpmJEy
Economy and Expedited Orders having
Claims Protected and OTDR Protected under the Shipping label purchase have been creating confusion as to whether Economy and Expedited qualify for OTDR Protected status.
Can the team clarify if only Standard orders receive OTDR Protected status or if Economy and Expedited are included?
Thanks
KJ_Amazon
Can you specify "Economy" orders for that question?
"Expedited" shipping is pretty common, but I am not finding Economy as a separate service from Free Economy.
Thank you for that update.
Seller_JNpMXcdRHNA4F
Economy meaning Standard - I believe they meant.
See my post above where I noticed SSA is not enabled for Expedited orders - I have attempted to enable and it will not. SSA had been enabled on our account for Standard & 2-Day - but not for expedited.
This order was expedited and that is why it's not protected.
With that said, we followed the steps from Amazon help here and SSA will not enable for expedited shipments on our account.
Seller_EkbLZUYSpmJEy
Yes ... Free Economy ...
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
KJ_Amazon
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
Free Economy is specifically called out in the OTDR FAQ page as not being eligible for protection. I understand that how badges are displayed is confusing, and the team is aware and working to improve the experience.
"OTDR Protection is only available for units shipped through Standard Shipping, units shipped through other shipping options such as Free Economy, Standard Prime, or Premium Shipping, are not eligible for OTDR protection."
KJ_Amazon
Hello @Seller_EkbLZUYSpmJEy and @Seller_JNpMXcdRHNA4F
Our partner team confirmed that Expedited shipments are eligible for OTDR Protection and are treated as Standard Shipping for that purpose.
I suggested that the team update help pages to include that information.
Seller_EkbLZUYSpmJEy
Just to make sure ...
- AHT enabled?
- SSA enabled?
- Used Amazon Buy Shipping?
- Shipped on time (first scan was on time)?
- Shipping service: Standard (on order)?
If all of the above can be answered as YES, then on the order, after purchasing the shipping label, you see the "OTDR Protected" under the shipping info for the order like this ...
If all of the above is true, then you should be "OTDR Protected" for the order.
Maybe @KJ_Amazon could provide insight from your case ...
Seller_EkbLZUYSpmJEy
Just to make sure ...
- AHT enabled?
- SSA enabled?
- Used Amazon Buy Shipping?
- Shipped on time (first scan was on time)?
- Shipping service: Standard (on order)?
If all of the above can be answered as YES, then on the order, after purchasing the shipping label, you see the "OTDR Protected" under the shipping info for the order like this ...
If all of the above is true, then you should be "OTDR Protected" for the order.
Maybe @KJ_Amazon could provide insight from your case ...
Seller_EkbLZUYSpmJEy
From our understanding of the program with AHT, SSA and Amazon Buy Shipping all being used, the OTDR Protected is only on Standard shipping service. The last section in yellow below is Amazon documentation on this.
Frequently asked questions about on-time delivery rate (OTDR)
@KJ_Amazon @Glenn_Amazon ... this is another disconnect with shipping. We have reports of both Economy and Expedited orders having both "Claims Protected" AND "OTDR Protected" showing under the Shipping label purchase as seen in this OP's images.
Can you confirm which is correct?
- Are Economy, Standard and Expedited all covered under the OTDR Protected?
- Or is ONLY Standard shipping service covered under OTDR Protected?
Seller_EkbLZUYSpmJEy
From our understanding of the program with AHT, SSA and Amazon Buy Shipping all being used, the OTDR Protected is only on Standard shipping service. The last section in yellow below is Amazon documentation on this.
Frequently asked questions about on-time delivery rate (OTDR)
@KJ_Amazon @Glenn_Amazon ... this is another disconnect with shipping. We have reports of both Economy and Expedited orders having both "Claims Protected" AND "OTDR Protected" showing under the Shipping label purchase as seen in this OP's images.
Can you confirm which is correct?
- Are Economy, Standard and Expedited all covered under the OTDR Protected?
- Or is ONLY Standard shipping service covered under OTDR Protected?
Seller_EkbLZUYSpmJEy
We agree on both of those points and why we seek clarification from the mods.
Seller_EkbLZUYSpmJEy
We agree on both of those points and why we seek clarification from the mods.
KJ_Amazon
Hello @Seller_JNpMXcdRHNA4F Thank you for asking about that order and OTDR protection.
The "OTDR Protected" badge refers only to whether the shipping service selected meets the qualification for OTDR protection. It does not by itself indicate that the order is OTDR Protected.
I checked the order in question and it does not show that SSA was enabled, which is indicated by the message "Shipping Service used to calculate Delivery Promise: XXXXX."
I asked our partner team for an update as to whether Expedited Shipping is eligible for OTDR protection.
UPDATE: Our partner team confirmed that SSA was not active for that order.
KJ_Amazon
Hello @Seller_JNpMXcdRHNA4F Thank you for asking about that order and OTDR protection.
The "OTDR Protected" badge refers only to whether the shipping service selected meets the qualification for OTDR protection. It does not by itself indicate that the order is OTDR Protected.
I checked the order in question and it does not show that SSA was enabled, which is indicated by the message "Shipping Service used to calculate Delivery Promise: XXXXX."
I asked our partner team for an update as to whether Expedited Shipping is eligible for OTDR protection.
UPDATE: Our partner team confirmed that SSA was not active for that order.
Seller_EkbLZUYSpmJEy
Economy and Expedited Orders having
Claims Protected and OTDR Protected under the Shipping label purchase have been creating confusion as to whether Economy and Expedited qualify for OTDR Protected status.
Can the team clarify if only Standard orders receive OTDR Protected status or if Economy and Expedited are included?
Thanks
Seller_EkbLZUYSpmJEy
Economy and Expedited Orders having
Claims Protected and OTDR Protected under the Shipping label purchase have been creating confusion as to whether Economy and Expedited qualify for OTDR Protected status.
Can the team clarify if only Standard orders receive OTDR Protected status or if Economy and Expedited are included?
Thanks
KJ_Amazon
Can you specify "Economy" orders for that question?
"Expedited" shipping is pretty common, but I am not finding Economy as a separate service from Free Economy.
Thank you for that update.
KJ_Amazon
Can you specify "Economy" orders for that question?
"Expedited" shipping is pretty common, but I am not finding Economy as a separate service from Free Economy.
Thank you for that update.
Seller_JNpMXcdRHNA4F
Economy meaning Standard - I believe they meant.
See my post above where I noticed SSA is not enabled for Expedited orders - I have attempted to enable and it will not. SSA had been enabled on our account for Standard & 2-Day - but not for expedited.
This order was expedited and that is why it's not protected.
With that said, we followed the steps from Amazon help here and SSA will not enable for expedited shipments on our account.
Seller_JNpMXcdRHNA4F
Economy meaning Standard - I believe they meant.
See my post above where I noticed SSA is not enabled for Expedited orders - I have attempted to enable and it will not. SSA had been enabled on our account for Standard & 2-Day - but not for expedited.
This order was expedited and that is why it's not protected.
With that said, we followed the steps from Amazon help here and SSA will not enable for expedited shipments on our account.
Seller_EkbLZUYSpmJEy
Yes ... Free Economy ...
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
Seller_EkbLZUYSpmJEy
Yes ... Free Economy ...
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
KJ_Amazon
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
Free Economy is specifically called out in the OTDR FAQ page as not being eligible for protection. I understand that how badges are displayed is confusing, and the team is aware and working to improve the experience.
"OTDR Protection is only available for units shipped through Standard Shipping, units shipped through other shipping options such as Free Economy, Standard Prime, or Premium Shipping, are not eligible for OTDR protection."
KJ_Amazon
The question that is confusing for some sellers is that on their Free Economy and Expedited orders under the "Shipping label purchase" on the order detail page it shows "OTDR Protected" which makes it seem as these types of orders are "OTDR Protected" yet Amazon states that only Standard orders can be "OTDR Protected".
Please have team clarify.
Free Economy is specifically called out in the OTDR FAQ page as not being eligible for protection. I understand that how badges are displayed is confusing, and the team is aware and working to improve the experience.
"OTDR Protection is only available for units shipped through Standard Shipping, units shipped through other shipping options such as Free Economy, Standard Prime, or Premium Shipping, are not eligible for OTDR protection."
KJ_Amazon
Hello @Seller_EkbLZUYSpmJEy and @Seller_JNpMXcdRHNA4F
Our partner team confirmed that Expedited shipments are eligible for OTDR Protection and are treated as Standard Shipping for that purpose.
I suggested that the team update help pages to include that information.
KJ_Amazon
Hello @Seller_EkbLZUYSpmJEy and @Seller_JNpMXcdRHNA4F
Our partner team confirmed that Expedited shipments are eligible for OTDR Protection and are treated as Standard Shipping for that purpose.
I suggested that the team update help pages to include that information.
