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OTDR Protection
I am a little confused. I am under the impression the new FBM OTDR protections requiring all 3 conditions to be met (Amazon Buy shipping, automated handling time (AHT), and shipping setting automation) do not begin until September 25. Until then, the only requirement for OTDR protection to be met is Amazon Buy Shipping (and making the sure the package is scanned on time upon receipt at USPS, UPS, etc). I have 3 shipments that have been deemed "late" by Amazon, yet I have the OTDR protection badge, I purchased labels using Amazon Buy Shipping, and my items were received/scanned on time by the shipping service (USPS and UPS). What gives? Have I misunderstood something?
24 replies
Seller_etLqZbFOJxDB7
I'm in the same boat. Not sure why our OTDR is at 75% when we have AHT, SSA and use Buy Shipping (through Veeqo). The orders should be "OTDR Protected" based off of the OTDR FAQ here: https://sellercentral.amazon.com/help/hub/reference/200847280
I suspect Amazon started measuring OTDR now so we would have an opportunity to meet 90%+ OTDR by Sept 25 (when policy enforcement begins).
The problem is that OTDR is measured in 2 week periods and we just started the 2 week period that will be used to evaluate us on Sept 25.
Seller_Xn4oeaArxemFt
Good morning, gentlemen,
I was hit by the same issue, luckily enough there was just one order.
Beware that the US Postal Service has many issues right now that are producing delays, especially when they are delivering last mile for partners like UPS and FedEx.
This applies if you buy shipping labels for USPS and UPS Ground Saver in my case.
I was talking a few minutes ago through Seller Support chat, they have confirmed to me in writing that the OTDR protections you're supposed to get when buying shipping through Amazon, only applies to FBA, not FBM.
KJ_Amazon
I was talking a few minutes ago through Seller Support chat, they have confirmed to me in writing that the OTDR protections you're supposed to get when buying shipping through Amazon, only applies to FBA, not FBM.
Hello @Seller_Xn4oeaArxemFt Can you please share the Case ID where you were told that OTDR protections only apply to FBA shipments?
As @Seller_TTc5Vo48AaOHg mentioned: like all Buy Shipping metrics, OTDR is for seller-fulfilled offers.
Frequently asked questions about on-time delivery rate (OTDR)
Effective September 25, 2024, you must maintain a minimum 90% on-time delivery rate (OTDR) without promise extensions to have seller-fulfilled products listed on Amazon.com.
The OTDR metrics/report are calculated based on the following: shipped units will be considered as OTDR compliant if either the delivery occurred on or before the “Deliver by” date shown on Seller Central, or the following three conditions were met:
- The shipped SKU was assigned to a shipping template with Shipping Settings Automation (SSA) enabled.
- Your account has automated handling time enabled.
- You bought an “OTDR Protected” shipping label on Amazon Buy Shipping.
@Seller_Upvu1TAAIBv2x @Seller_etLqZbFOJxDB7
If you are seeing shipments on your OTDR report that were shipped on time and had AHT/SSA applied, please file a support case with those details and share the Case ID here so our team can make sure the report is working as expected. Please include your use of Veeqo in your report.
KJ_Amazon
Seller_LTNvvFJ2jqJOv
@KJ_Amazon
I have all 3 since it started in July? August? but I do not use Veeqo. My OTDR caught up at the end of August currently at 100%
Hope that helps.
Seller_wnc1pjYEF5ZqF
Their words "in writing" mean nothing. Most seller support agents are not well-versed in the ever changing specifics of policies and usually don't have a clear grasp of the English language. That agent fed you info that makes no sense, mainly to get you to end the chat so they can move onto the next case.
Seller_HP0CuTSNvJvu9
It's all BS...don't bother playing the game. I tried complying with this nonsense and in the end (like you) wasn't protected. All I did was lose sales. I've been back to doing things the way I was doing them before for weeks and am fine.
KJ_Amazon
Hello @Seller_Upvu1TAAIBv2x I escalated your request and those from the other sellers in your other thread to our partner team to check those orders and the OTDR protection process.
Seller_nMjRCV1GeCsB3
Hi,
I have been having the same issue and opened many tickets and I finally got this answer from Amazon.
Amazon Reply:
Upon my investigation, the issue with orders showing defects even after using all three tools, and it has now been resolved. Please note that some orders may still appear as defective for the time being, but any orders, after August/27/2024, using all three tools (AHT, SSA, B/S) will no longer show as defects.
The orders ID's as you mentioned were affected because the orders are before the August/27. While you do not need to take any action on the account at this moment, I advise you to maintain a close eye on the metric for the following 2-3 weeks.
Additionally, I would like to bring to your notice that the scores once captured cannot be altered/updated.
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