🚚 Ask Amazon OTDR Recap: Your Questions Answered
Dear Sellers,
You shared many questions about the new On-Time Delivery Rate (OTDR) policy in our recent Ask Amazon event. To summarize the event, I've compiled a FAQ based on your most common queries.
1. What is the purpose of the policy launch?
The policy aims to enhance the Amazon customer experience by improving the accuracy of delivery promises and reducing late deliveries.
2. How is the OTDR metric calculated?
It is the percentage of tracked seller-fulfilled units delivered to customers by the promised delivery date. Starting September 16, 2025, sellers will need to maintain a minimum 90% OTDR when fulfilling Fulfilled by Merchant orders on Amazon.co.uk. The new OTDR calculation is based on a unit level, not order level. This means larger orders will have a more significant impact on your OTDR than smaller ones.
3. Is there a minimum threshold for OTDR calculation?
Yes. OTDR is only calculated for sellers who have shipped 20 or more units during the 14-day measurement period. If you ship fewer than 20 units in this period, your will not be enforced for OTDR miss.
4. My carrier does not scan the package on delivery, how will this impact my OTDR? What about self-delivery orders? What if I do not use tracked services?
Only units with a valid delivery scan will be included in the OTDR metric calculation.
5. Why isn't using Buy Shipping alone enough to exempt units from OTDR calculation?
Buy-shipping alone does not ensure that accurate delivery promises are set up initially.
6. How do customer-related delivery issues affect OTDR?
If a buyer is not present on the delivery date or reschedules, it won't negatively impact your OTDR. The metric will consider either the first delivery attempt date or the customer's rescheduled date.
7. How can I account for customs clearance times in my delivery promises?
To manage variable customs clearance times, we recommend that you:
- Adjust your transit time settings based on typical clearance timelines (aim for at least 90% of your volume).
- Use Shipping Settings Automation to calculate transit times based on actual delivery patterns.
- Implement Automatic Handling Time to set handling times based on your historical performance.
- Use Buy Shipping services to choose appropriate shipping services.
Note: Using all three tools together (Shipping Settings Automation, Automated Handling Time, and Buy Shipping) will result into your specific units meeting OTDR.
8. Are there exemptions for external factors affecting deliveries?
Yes, the policy includes exemptions for:
- Major weather events
- Carrier issues, labor strikes, or elections
- Customer availability issues
This means that you will not be enforced for orders missing OTDR for above reasons, even though they will still count against OTDR is the metric calculation.
If you believe your units were affected but not exempted (you have been enforced for those), contact Seller Support.
9. Why am I responsible for on-time delivery when it is the carrier that makes the delivery?
As a seller, you're responsible for choosing a reliable carrier and setting accurate delivery promise dates based on your chosen carrier's performance. This ensures customers receive realistic expectations for their deliveries.
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As a reminder, you will start receiving informative warnings as of today with your current OTDR and recommendations on how to improve if your OTDR is under the expected thresholds, however, the policy enforcement will start February 2nd 2026.
The MFN team is also currently working on publishing a comprehensive FAQ in the Help pages.
Don't forget to 👍 this post if you found it helpful or 👎if you think I've missed important information. Also, if you have more questions about OTDR, please don't hesitate to share them in the comments below.
Your feedback helps us improve our seller resources!
Ange
🚚 Ask Amazon OTDR Recap: Your Questions Answered
Dear Sellers,
You shared many questions about the new On-Time Delivery Rate (OTDR) policy in our recent Ask Amazon event. To summarize the event, I've compiled a FAQ based on your most common queries.
1. What is the purpose of the policy launch?
The policy aims to enhance the Amazon customer experience by improving the accuracy of delivery promises and reducing late deliveries.
2. How is the OTDR metric calculated?
It is the percentage of tracked seller-fulfilled units delivered to customers by the promised delivery date. Starting September 16, 2025, sellers will need to maintain a minimum 90% OTDR when fulfilling Fulfilled by Merchant orders on Amazon.co.uk. The new OTDR calculation is based on a unit level, not order level. This means larger orders will have a more significant impact on your OTDR than smaller ones.
3. Is there a minimum threshold for OTDR calculation?
Yes. OTDR is only calculated for sellers who have shipped 20 or more units during the 14-day measurement period. If you ship fewer than 20 units in this period, your will not be enforced for OTDR miss.
4. My carrier does not scan the package on delivery, how will this impact my OTDR? What about self-delivery orders? What if I do not use tracked services?
Only units with a valid delivery scan will be included in the OTDR metric calculation.
5. Why isn't using Buy Shipping alone enough to exempt units from OTDR calculation?
Buy-shipping alone does not ensure that accurate delivery promises are set up initially.
6. How do customer-related delivery issues affect OTDR?
If a buyer is not present on the delivery date or reschedules, it won't negatively impact your OTDR. The metric will consider either the first delivery attempt date or the customer's rescheduled date.
7. How can I account for customs clearance times in my delivery promises?
To manage variable customs clearance times, we recommend that you:
- Adjust your transit time settings based on typical clearance timelines (aim for at least 90% of your volume).
- Use Shipping Settings Automation to calculate transit times based on actual delivery patterns.
- Implement Automatic Handling Time to set handling times based on your historical performance.
- Use Buy Shipping services to choose appropriate shipping services.
Note: Using all three tools together (Shipping Settings Automation, Automated Handling Time, and Buy Shipping) will result into your specific units meeting OTDR.
8. Are there exemptions for external factors affecting deliveries?
Yes, the policy includes exemptions for:
- Major weather events
- Carrier issues, labor strikes, or elections
- Customer availability issues
This means that you will not be enforced for orders missing OTDR for above reasons, even though they will still count against OTDR is the metric calculation.
If you believe your units were affected but not exempted (you have been enforced for those), contact Seller Support.
9. Why am I responsible for on-time delivery when it is the carrier that makes the delivery?
As a seller, you're responsible for choosing a reliable carrier and setting accurate delivery promise dates based on your chosen carrier's performance. This ensures customers receive realistic expectations for their deliveries.
-------------------------
As a reminder, you will start receiving informative warnings as of today with your current OTDR and recommendations on how to improve if your OTDR is under the expected thresholds, however, the policy enforcement will start February 2nd 2026.
The MFN team is also currently working on publishing a comprehensive FAQ in the Help pages.
Don't forget to 👍 this post if you found it helpful or 👎if you think I've missed important information. Also, if you have more questions about OTDR, please don't hesitate to share them in the comments below.
Your feedback helps us improve our seller resources!
Ange
90 replies
Seller_d8YGbIjNqwFxn
I think you should make it clear what happens when your OTDR drops below 90%. Unless you read the actual policy this isn't clear on any of the communications on the forum or from Amazon.
The policy isn't as scary when you realise if you stay above 80% it is only individual listings which are deactivated and can be easily reactivated.
Even if OTDR falls below 60% a 30 day warning is given before deactivation of FBM listings. Which means that any unusual temporary events can be managed if it causes your OTDR to fall.
The policy states the following which I assume is correct
Enforcement actions by OTDR performance level:
OTDR 80–90%:
For sellers in this performance range, individual product listings with an OTDR below 90% will be temporarily deactivated until the seller reactivates them. Sellers can reactivate these listings immediately through their Account Health dashboard without needing to submit additional documentation. This process allows sellers to quickly address OTDR issues.
OTDR 60–80%:
For sellers in this performance range, the following consequences will apply: Initially, individual product listings below the 80% threshold will be deactivated, with the option to reactivate them immediately through the Account Health dashboard without needing to submit additional documentation. If performance doesn’t improve above an OTDR of 80% over the next 30 days, any additional listings whose performance falls below the 80% threshold will also be deactivated, and all deactivated listings will require a request for reactivation. The reactivation request process will require sellers to detail the specific steps being taken to improve delivery performance (as explained below). If the OTDR continues to remain below 80% in the next monthly evaluation after reactivation, sellers may lose the ability to list any Fulfilled by Merchant products on Amazon.co.uk and will need to submit a new reactivation request to be reinstated.
OTDR below 60%:
For sellers in this performance range, if the OTDR does not improve within 30 days of the initial warning, account-level enforcement will be applied and sellers will lose the ability to have Fulfilled by Merchant products listed on Amazon.co.uk. To reinstate selling privileges, sellers must submit a reactivation request. If the OTDR continues to remain below 60% in the next monthly evaluation after reactivation, sellers will need to submit a new reactivation request to be reinstated.
Seller_tFx5glRVZd6uz
9. Why am I responsible for on-time delivery when the carrier makes the actual delivery?
As a seller, you're responsible for choosing a reliable carrier and setting accurate delivery promise dates based on your chosen carrier's performance. This ensures customers receive realistic expectations for their deliveries.
In response:
I don't know anyone who would choose an unreliable carrier. Sellers choose a carrier based on the service offered, price and reputation of the carrier, it's difficult to get an up-to-date accurate performance figure for any delivery company; they certainly don't advertise their on time delivery stats on their websites or prior to purchasing delivery (correct me if I'm wrong). In addition, some sellers have no choice but to use the Royal Mail because there is no alternative.
Specifically regarding choosing a carrier there are only approximately 13 main delivery companies in the UK to choose from, that's not a vast choice. A carrier's specific performance is variable attribute, it is not a constant and it could be geographic in nature. I'm sure every seller will have a bad experience to share about every company below including Amazon.
1. APC
2. DHL
3. DPD
4. DX
5. FedEx
6. Amazon
7. Evri
8. Parcelforce
9. Royal Mail
10. TNT Express
11. Tuffnells
12. UPS
13. Yodel
According to OFCOM 2024 data for 'Parcel delivery was delayed' the following companies scored as follows –
DHL 4% DELAYED
DPD 4% DELAYED
DX 7% DELAYED
FedEx 4% DELAYED
Amazon 7% DELAYED
Evri 13% DELAYED
Parcelforce 6% DELAYED
Royal Mail 13% DELAYED*
TNT Express 6% DELAYED
UPS 4% DELAYED
Yodel 8% DELAYED
* For sellers who have no alternative but to use the Royal Mail exclusively there is a real problem that needs to be acknowledged by Amazon. OFCOM recently fined Royal Mail £21 million for missing delivery targets for the third year in a row. Even after accounting for exceptional weather events, Royal Mail only delivered 77% of First Class mail on time and 92.5% of Second Class mail on time between April 2024 and March 2025. That would affect a lot of sellers who use Royal Mail exclusively and therefore would fail the OTDR metric.
OTDR – Is the cure worse than the disease?
Seller_KlbXZHzQGSDZv
Will you as Amazon promise not to interfer with our dispatch time leading to threats of shutdown when we dont live up to the changes you have dememed fit to make??
Seller_AeNP16b2BeNI9
@Ange_AmazonHow does this new metric accommodate shipments to the Islands and Highlands of Scotland for example? We use DPD for many of our shipments and they offer a 2 day shipment to these locations, however we haven't found a way of incorporating this level of granularity into our settings on Amazon. I have just checked our ODTR report and discovered that one of the listed deliveries is indeed a shipment to one of the Scottish islands which is a standard 2 day delivery, which according to DPD arrived on time, but was 1 day late according to Amazon. The other 2 on the report sadly, must be part of the 4% delayed mentioned by others on this thread. Net effect it has dropped our OTDR to 93.2%
Seller_UJ5qQhJN37Y7u
My otdr is 97 percent for prime deliveries however you’re adding a extra day for delivery time can you advice why this is happening.
Seller_3tUpTbUNDbwCw
Is it only me that is struggling to adjust transit times to accommodate for this new policy?
Amazon tells us to adjust it as follows:
"Go to Delivery Settings.
Under the Delivery Templates tab, select the delivery template that you want to edit.
Click Edit Template on the right hand side of the screen.
Select the Shipping option and Regions option that you want to configure.
Modify the transit time by selecting the drop down menu under the Transit Time excluding handling time column."
That sounds reasonable enough. However, when I try to follow these instructions and I get to the Transit Times section- it tells me that "Transit Times (is) Managed by Amazon"- and does not give me the option to edit.
When I spoke to an Amazon rep, they tell me that in short I need to use Amazon delivery service if I want to avoid this being a problem. This does not work for me as I send bulky items and I have a good deal with DPD.
Anyone else struggling with this, or does anyone have a solution other than having to lengthen the handling time and dispatching before due time to stay on the safe side of this metric, specially in busy times like Xmas run-up?
Seller_SooKfqYdUflLd
This is going to reduce customer experience because sellers will extend their deadlines
Seller_HwaQlgFnhSuGS
I have not mentioned that I have not received the notifications, I get the notifications. They should not exist in the first place!
A simple note to sellers on their dashboard that they are shipping quicker than the set handling times and highlighting the advantages of changing to quicker handling time and how it could increase sales, so the seller could make the decision in the first place is perfectly adequate and fair, and a lot less problems than the usual sledgehammer to crack a nut approach.
Ange_Amazon
Dear Sellers,
I just want to call out that I have just updated the original thread content to clarify the exemption rules (low volume sellers, major weather events, labor strikes, etc.)
A FAQ will also soon be posted on the Help Pages to give more details on this.
Ange
Seller_McQd0crFOrCJS
Does this apply to seller fulfilled prime orders or is it applicable to non prime orders as well? secondly our next day shipping option was suspended by amazon for some time. Was that due to this?
