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OTDR Why?????
When we were able to set our own handling and shipping settings, our OTDR and LSR were always perfect for many years. Orders were all shipped on time, and customers always received items before the estimated delivery date and were happy and appreciative.
Last year, when we were all forced to enable AHT and SSA, our (LSR) Late Shipment Rate began to drop.
We ship both non custom as well as customized items. Custom orders generally take a little longer to prepare and ship.
In Sept, 2024, we requested an exemption from AHT for the custom items and were granted 3 days. This immediately solved the Late Shipment Issue, but then the OTDR, On Time Delivery Rate began to plummet, and we can’t seem to get it back up no matter how hard we try, or how fast we ship, or what method of shipment we use.
Here’s the current and ongoing dilemma. Because the OTDR remains sub-par, we’ve tried to get things processed and shipped out faster and faster, currently at just over 1 day. We cannot turn off AHT altogether because we have a promise gap of just over 2 days, so Amazon now forces you to have AHT turned on if the promise gap is greater than 2 days.
If we could close the promise gap to under 2 days and request to turn off the custom item exemption from AHT, all custom orders would automatically default to a 1-day handling time. This would likely solve the OTDR issue, but our LSR will go right back up. While we get most shipments out in a day, we can’t get all of them out in a day, so the few that go out in 2 days would get marked as late shipments and make the LSR sub-par.
The thought process now, is to change packaging for all custom orders from boxes or tubes to flat mailers in hopes for faster processing through the mail system. If that does the trick and magically raises the OTDR rates while simultaneously shortening the delivery promise gap to under 2 days, then, we will need to begin sandbagging custom orders from processing and shipping, which currently is just over 1 day, to 3 days, and see what happens over time.
Hopefully, if that keeps our promise gap under 2 days, raises OTDR and doesn’t collapse our LSR simultaneously, then and only then, can we finally request the AHT exemption to be turned off.
All of this has to be carefully juggled, while dealing with the overwhelming, constant looming threat that our account is in imminent jeopardy.
This is absolutely ridiculous that we have to play these silly games to please the AI algorithm to fix something that wasn’t even broken in the first place. I can say with certainty, from my experience, there are many more upset customers now than ever before.
It’s always better to underpromise and overdeliver, than to overpromise and underdeliver.
Amazon, please rethink this horrible policy, it’s not working for sellers and you’re upsetting many loyal customers in the process.
12 replies
Seller_2ocdeVST6pSqj
Completely agree, were fed up with it as well, there are a couple of other ongoing discussions about it as well here, with a multitude of complaints and problems. Amazon doesn't care, they are just out to make is as difficult and antibusiness as possible for all us, it has to change.
Seller_upFj7mYYsfCtB
We're ready to quit. It's a shame after almost 15 years, we're ready to leave this marketplace.
Seller_9b0L1BdEUKZJI
Try Being A SFP seller the OTDR is killing us ,,,,,,
Seller_4HsL3GZbyDLea
This is just another method Amazon uses to terrorize sellers. Like Voice of Liar or the Feedback (Extortion/Blackmail/Vengeance) system. Amazon is constantly trying to amp up the fears and anxiety levels of honorable sellers. They want to push, push, push, push.. Keep pushing us. They hope some will be forced into FBA, where Amazon can make more money. They hope some will choose unnecessarily expensive shipping options that we can't afford and the customer is not entitled to.
Been here 23yrs now. We are looking to finally make a break. It is too stressful to deal with a company that is recklessly indifferent to their sellers.
Seller_tzb0Adb4whsRu
Agree 100%!
Sellers should be able to set their shipping options that fits THEIR business needs NOT Amazon's. Not every seller has the means to ship same day because we all have different products, business models, staff, finances, and the list goes on. We're simply trying to keep our head above water on the platform when all the while Amazon is taking over 1/2 our sales due to fees.
Stop threatening sellers for every little thing and start removing hijackers and bad actors and repeat offenders from scamming money and free items from sellers.
Check in the FBA inventory shipments in a timely manner instead of 2-3 months just so you can take more money from sellers in the Low Inventory fees. Another bogus rule.
It's absolutely unfair that Amazon forces sellers into things like this when they don't even deliver FBA orders on time. That's where ALL of our refunds are from.
Amazon is constantly refunding buyers for; missed fulfillment promise, late delivery, etc.
We never have FBM returns/refunds! Even before the new OTDR rules.
Amazon needs to stop controlling sellers (especially FBM) and trust we are doing what's best for OUR business and we won't jeopardize our businesses for anyone.
Amazon's OTDR is most likely way below standards and that's what ruins sellers reputations/brands.
Amazon, leave sellers alone and worry about your end of the business and follow your own dang rules and policies.
Best of luck to all of the US sellers!
Seller_r9wMm8LrE5iKj
Why? Because if Amazon came right out and said "you have to use FBA so that we can suck every last penny out of your transaction" it would be an anti-trust violation. So, they create a stupid, broken rule set that forces you to either FBA or leave the platform. You can't fix stupid (if stupid makes more money than smart).
Seller_oDXVaydIpi3Hi
Whomever decided to impliment these policies isn't going to admit they created bad ones.
Seller_QLZr8uEgTaJjO
I make an effort to meet the OTDR. But that's it. I am not going to lose money or break even because Amazon's delivery calculation is inaccurate. Someone in India can explain that to the customer. They are going to blame me anyway. I could care less what lie Amazon told the customer. They don't even keep their promises with me on my personal prime purchases. Might arrive in two days (or 4 or 6).
Automated fulfillment time and shipping was supposed to avoid this... but of course once the pigs were in the pen the whippings would commence.
Saturdays are awful. I have Shipping Location / Fulfillment settings set to indicate UPS is not operating. I won't pay UPS for Saturday pickup. Volume isn't sufficient to warrant paying for Saturday pickup. It's bad enough paying for daily pickup each week when the volume is all over the place. I apologize to my UPS guy every time I see him because most of the time nothing is going out, but he has to check anyway. Nonetheless Amazon insists that packages need to ship UPS Ground, FedEx etc on Saturdays.
Amazon has enough data to know that the trip from Houston to Seattle is going to take 7 days.... why would they set a delivery date 5 days out? Not my problem. It's free shipping. It will go out today via the mail and it will get there when it gets there. You might get it in 4 days or 14 days. It was free. If you were in a hurry you could have paid for expedited shipping and that will cover UPS Ground or Priority Snail. If Amazon really cared, they could charge me for USPS Ground Advantage and send one of their hot little go-kart vans to pick it up and then deliver it quickly with their logistics.
I think this is the same nonsense they do everywhere else. Set the goal for top 90th percentile performance and treat you like a criminal when you aren't in the 90th percentile. I used to worry about all the threats and harassment. Now I just shrug. I make good money from Amazon sales, but one day it will end and I will be grateful. I'm working hard to stand up other revenue sources that have nothing to do with Amazon. In my personal purchases I make an effort to buy somewhere else because Amazon has become a ring of hell for small businesses.
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