Business Hour Delivery Rate now a part of our account health metrics?
The email finally came out regarding a new metric called Business Hour Delivery Rate, and how it will now be a part of our account health.
"Amazon Business customers expect to receive deliveries during operating hours to minimize delivery reattempts and lost or stolen packages. Adhering to delivery requests will give customers the confidence to buy from you over and over again. To help you better understand your delivery experience, Amazon Business has launched Business Hour Delivery Rate.
Business Hour Delivery Rate (BHDR) measures the number of Amazon Business shipments that were delivered on first attempt and within business hours, as a percentage of your total Amazon Business shipments during a given 30-day time period. This metric is only applicable to seller-fulfilled orders that are sent to Amazon Business and Business Prime customers with commercial addresses."
So as sellers, we are already responsible for if/when FedEx, UPS, or USPS delivers the packages we ship (prior to the ship by date), and now our account health is determined by if these "best-performing carriers" as Amazon puts it, get their truck to a business on time? What am I missing? Our account health is good, and we adhere to all the "metrics" we are privy to seeing, but I'm at a loss as to what the goal is here for Amazon. Is the end goal here to get all FBM to FBA and using only Amazon Drivers to deliver packages? I can assure you that even the Amazon drivers don't follow delivery instructions on orders from my own personal experience with having drivers deliver to my home at 3-5am on many occasions, dumping packages in the middle of my driveway, and doing donuts in the gravel.
4 replies
Seller_4zBzdtgCyS9EI
they want you to pay whatever it costs you to make happy customers. Nothing really new here. Amazon isn't about 3P sellers, you can go eat dust. it's all about making buyers happy, at any cost (to 3P sellers anyways) This is how they can continue to look good, without any cost. They just squeeze sellers dry for it....as long as they can, they will.
Cade_Amazon
Hello @Seller_m9zXSfnoQG0RB,
Thank you so much for reaching out in the Forums. I am engaging a Community Manager that specializes in this topic and they will be following up with you shortly.
Danny_Amazon
Hello @Seller_m9zXSfnoQG0RB- and thank you for posting this feedback around the recent launch of Business Hour Delivery Rate.
That help page does advise that "BHDR currently does not impact any program eligibility and is provided for your information only."
While I can't speak to the overall goal of the measurement for Amazon, I believe it is to help gather data on business deliveries so our teams can better understand how to continue improving the experience around business orders.
Let me know if you run into any issues with the calculation though!
Best,
Danny
