Questions about on time delivery rate calculation
Hi @KJ_Amazon, @Quincy_Amazon
Just 4 questions about on time delivery rate calcuation that need clarification.
First of all, assuming the package is shipped out and scanned into the carrier's system on time (or before the ship-by date):
1. Let's say the customer requests the package to be held at the UPS or US post office for future pick-up due to his own reason (for example, travel, out of home, etc.). The customer then picks up the package after the expected "delivery date". Will this be counted as "late delivery?" as in OTDR?
2. If the customer provides incomplete address (e.g., missing apartment number) that makes the package undeliverable or return back to the seller. Is that counted as "late delivery" in OTDR?
3. If the customer's address is a commercial address and the business is closed when the carrier tries to deliver the package. This makes the final delivery (or pick-up at the carrier by the customer) later than the expected delivery date. Will that be counted as "late" in OTDR calculation?
4. When Amazon calcuates OTDR, if the customer returns the order for refund, or the order is refunded for any other reason (e.g. defective or damages in transit), will the order item count be included in the "tracked unit", regardless if it is late or delivered on time?
I chatted with a seller support and she doesn't understand what OTDR is at all. I'm hoping to get some help from you or another mod. Thank you!
Questions about on time delivery rate calculation
Hi @KJ_Amazon, @Quincy_Amazon
Just 4 questions about on time delivery rate calcuation that need clarification.
First of all, assuming the package is shipped out and scanned into the carrier's system on time (or before the ship-by date):
1. Let's say the customer requests the package to be held at the UPS or US post office for future pick-up due to his own reason (for example, travel, out of home, etc.). The customer then picks up the package after the expected "delivery date". Will this be counted as "late delivery?" as in OTDR?
2. If the customer provides incomplete address (e.g., missing apartment number) that makes the package undeliverable or return back to the seller. Is that counted as "late delivery" in OTDR?
3. If the customer's address is a commercial address and the business is closed when the carrier tries to deliver the package. This makes the final delivery (or pick-up at the carrier by the customer) later than the expected delivery date. Will that be counted as "late" in OTDR calculation?
4. When Amazon calcuates OTDR, if the customer returns the order for refund, or the order is refunded for any other reason (e.g. defective or damages in transit), will the order item count be included in the "tracked unit", regardless if it is late or delivered on time?
I chatted with a seller support and she doesn't understand what OTDR is at all. I'm hoping to get some help from you or another mod. Thank you!
0 replies
KJ_Amazon
Hello @Seller_XMXXciKNVLpD1
Questions 1-3 all appear to fall under the "Clock-stop" category: Once a carrier attempts a delivery it will be considered as a clock-stop to measure on-time delivery.
Our team is working to fix the issue where shipments delivered on time but that were not picked up by customers on time impact your OTDR. Meanwhile, you are able to request an exemption for these orders by opening a ticket with Seller Support.
As for Question 4: OTDR is based on the initial outbound shipping and delivery. That shipment later being returns will not affect the OTDR metric.
Seller_XMXXciKNVLpD1
Thank you, @KJ_Amazon, for the answers!
