Hi Sellers,

Welcome to our Ask Amazon Q&A with the OTDR team, focusing on your questions about On-Time Delivery Rate (OTDR). This thread will be open today, Tuesday, October 1, from 8 am to 5 pm PT.

Please include any questions you have regarding OTDR in this Ask Amazon event thread. Our partner team will be reviewing the questions that come in throughout the day and we’ll do our best to respond as soon as possible.

What is the new OTDR policy?

Effective September 25, 2024, to help reduce late deliveries and improve delivery speeds, we’re changing our OTDR policy. The new policy requires a minimum of a 90% OTDR without promise extensions to have seller-fulfilled products listed on Amazon. We have also changed our recommended standard for a great customer experience to 95% or greater OTDR for all seller-fulfilled orders, but only an OTDR below 90% can result in restriction of a seller’s ability to have seller-fulfilled products listed. This policy does not apply to offers using Fulfillment by Amazon (FBA) because sellers are not responsible for on-time delivery promises for FBA orders.

We also changed the way we measure OTDR to now measures the percentage of your tracked seller-fulfilled items that were delivered on or before the seller-promised "Deliver by" date prior to promise extensions being added. Prior to this change OTDR was measured after promise extensions were added.

We designed tools to set accurate delivery dates, reduce late deliveries, and to meet or exceed the minimum OTDR requirement, and because Amazon is making calculations on your behalf that affect OTDR, you will get OTDR protection from late deliveries on items shipped through standard shipping if you use all three tools as follows:

• Shipping Settings Automation (SSA)
• Automated handling time
• Amazon Buy Shipping, to purchase shipping labels marked as "OTDR Protected" 

Additionally, starting October 25, 2024, the transit time settings for shipping from China to the continental US (all states in the contiguous US, excluding Hawaii, Alaska, and US protectorates) will change. You’ll have more transit time ranges to choose from on your shipping templates, with options ranging from 2-4 days to 14-20 days. The maximum transit time will be reduced from 28 days to 20 days. If you currently have 14-28 days as your manually set transit time, it will automatically be updated to 14-20 days as a part of this change.

For more information, see the Order Performance program policy and On-time delivery requirements.

Thank you for joining today's Ask Amazon!

Note: We cannot provide legal advice or otherwise interpret regulatory requirements on situations that are specific to individual sellers.

Hello Forums Community,

We would like to understand what challenges you have faced or continue to experience as a Seller.

Is there anything that you consider should be a priority to improve your experience.

Looking forward to hearing from everyone who wants to contribute.

Roberto

Can you believe that Amazon Accelerate was just one week ago? What an amazing event it was. We would love to hear from our selling partners who attended the event in Seattle or virtually. Please let us know what your favorite part was, what you liked, what you would like to see next year, and what we could of done better. We value your feedback and this will help to influence change for next years event. Please let us know your thoughts in the comments below.

If you couldn’t attend, you can still watch the on-demand content for free. Catch up on the new product launches, 60+ Breakout Sessions, inspirational stories from your peers, and latest updates from Amazon leaders.

Register for free access to Amazon Accelerate 2024 on-demand content.

Hello community!

Receiving negative feedback can present challenges, particularly during the initial phases of your account. In response to negative feedback from buyers, we encourage our Selling Partners to initiate contact with the buyer to address and resolve any concerns they may have.

We would like to welcome our members to share their insights and experiences regarding strategies to effectively address and resolve negative feedback.

Comment down below and share any experiences you have had in which you effectively managed negative feedback from buyers, ultimately turning it into a positive outcome through collaborative efforts. Your insights and examples are greatly appreciated.