Confused about On-Time Delivery Rate metric
I am confused about this metric and how it measures our account performance.
Can someone help me understand how items delivered to customers on or before the "Deliver by" date measures performance that the seller account has direct control over.
Sellers do not deliver the items nor do they have direct control over the "promise by date"
Sellers can only indirectly influence these areas by choosing a carrier or delivery speed and/or adjusting Amazons shipping setting.
Niether if these "influences" has as much impact as the carrier itself and Amazons calculation of the promise by date.
Confused about On-Time Delivery Rate metric
I am confused about this metric and how it measures our account performance.
Can someone help me understand how items delivered to customers on or before the "Deliver by" date measures performance that the seller account has direct control over.
Sellers do not deliver the items nor do they have direct control over the "promise by date"
Sellers can only indirectly influence these areas by choosing a carrier or delivery speed and/or adjusting Amazons shipping setting.
Niether if these "influences" has as much impact as the carrier itself and Amazons calculation of the promise by date.
17 replies
Seller_OvL8C4BJWiuS9
Correct, we as sellers have no control once orders are shipped-the fact is, Amazon wants you to use their shipping as protection. Which for a lot of sellers is not feasible.
Dominic_Amazon
Hi @Seller_Qbd0RsfZFEZBY,
OTDR measures the percentage of your tracked seller-fulfilled units that were delivered on or before the seller-promised "Deliver by" date. OTDR is the average of all of your tracked shipped units, not just a specific SKU or shipment.
To calculate OTDR without promise extensions, we’ll consider a 14-day window of time. We’ll pull data from shipments that had a promised delivery date in the last 21 days, and exclude the most recent 7 days as the shipments from last 7 days may still be in the process of being delivered. For example, if you had 130 units with a promised delivery date in the last 21 days, and 30 of those has a promised delivery date in the last 7 days, OTDR will be calculated excluding the 30 units from the last 7 days (130 – 30 =100). Of those 100 units delivered, if 90 were delivered on or before the promised "Deliver by" date, your OTDR would be 90%.
To keep a healthy OTDR without promise extensions we recommend that you do the following:
- Review your OTDR without promise extensions metric on your Account Health dashboard. You can also download a report of which orders were delivered after the delivery date without promise extensions.
- Review the “Deliver by” date for every order. This date corresponds to the expected delivery date without promise extensions. Note that the actual delivery date that customers see may be longer because of promise extensions.
- If you are a Professional seller, use automated handling time to set accurate handling time per SKU based on how long it has taken you historically to hand off each SKU to carriers. Additionally, with automated handling time enabled, your seller-fulfilled listings will not be deactivated if your late shipment rate (LSR) does not meet the LSR policy requirement.
- If you are a Professional seller, enable Shipping Settings Automation (SSA), which sets accurate delivery dates for your orders by automatically calculating transit times of your preferred ship methods from your warehouse to each customer's location.
- Select a ship method with a high reliability to deliver your order on time. You can also use Amazon Buy Shipping to buy shipping labels that have been identified to have a high reliability for On-time delivery based on Amazon’s data from millions of shipments. These ship methods have a shield icon next to them, marked as OTDR Protected. You can use Amazon Buy Shipping through Manage Orders, Shipping API, Veeqo, or select multi-channel integrators with access to Amazon Buy Shipping.
Please let me know if you have additional questions.
Best,
Dominic
Seller_Qbd0RsfZFEZBY
You mentioned the metric counting "units". Why does the Account Health Page state it measures orders?
Why is the metric counting units delivered on time against me?
Why is the metric counting units shipped with OTDR protection against me?
Seller_Qbd0RsfZFEZBY
I can confirm it now displays correctly
I am confused about this. The promised delivery time is a date, any unit delivered on that date is delivered as promised.
I am confused about the timestamp. My report has units delivered on the promised date.
KJ_Amazon
I am confused about the timestamp. My report has units delivered on the promised date.
Hello @Seller_Qbd0RsfZFEZBY
If you check the PDT time zones for those orders and promised delivery dates, you can see those units/shipments were delivered a day or two late.
Order 114-4291476-7797835 had a deliver-by date of July 22. (7/22/24 23:59:59 PDT). The delivery-by date includes a time at the end of that day, 11:59:59 PM.
It was delivered on July 23 around 3:30 in the afternoon PDT (7/23/24 15:25:00 PDT).
Seller_Qbd0RsfZFEZBY
THank you for this clarification. I feel like I have a much better understanding of how this works now.
I do not understand the why of it, sellers dont have direct control of the promised delivery time or the delivery itself but at least I can manage it now
Seller_Qbd0RsfZFEZBY
Just curious as the OTDR calculates based on order number and delivery date. How do split shipments get calculated? Say a customer orders 10 items and I can only fit 5 to a box, so I send 2 boxes of 5. How would the OTDR be calculated if only one was on the promised delivery date and one was delivered beyond the promised delivery date?
FYI, im doing my best to spread the info your supplying to other sellers. Alot of confusion out there right now.
Seller_Qbd0RsfZFEZBY
We are seeing orders with OTDR protection on the OTDR report. Case ID 15819870421
Seller_Qbd0RsfZFEZBY
Yes both are active.
Seller_Qbd0RsfZFEZBY
Here you go, I have attempted to clarify as they do not seem to understand.
