This guide is intended for Drivers and DSP Managers. It recommends approaches to some of the most frequent delivery and DNR issues. Understanding and heeding these tips will help you overcome delivery challenges and achieve a higher Delivery Success and DNR DPMO. Each section begins with general tips and then identifies tips pertinent to each type of DNR issue.

Please email dsp-performance@amazon.com with questions or feedback on this guide.

Contents

I. Delivery Success % Guide

II. DNR DPMO Guide

I. Delivery Success % Guide

General Tips

Make every effort you can to deliver your packages to the customer.
Never deliver to a USPS mailbox or PO Box.
Scan the package QR code and swipe to finish at the point of delivery (customer’s address) (i.e. not in the van).
Use the correct delivery reason codes (i.e. mail room, front door, receptionist etc)
When you resolve a delivery issue (i.e. find an access code, etc.) store the information in the Rabbit app to help resolve future delivery issues.
To increase DA affinity, stick to auto-assign recommendations.

General Tips for Resolving Issues

1. Check address and delivery notes in the Rabbit device.

2. Call the customer twice. If the customer does not pick up, then:

3. Call SDS (877-252-4832). If SDS is not able to help:

4. Mark the package with the appropriate code (Unable to Locate, Unable to Access, Business Closed, No Secure Location, Out

of Drive Time) and return it to the station at the end of the route.

UTL (Unable to Locate)

Select this when you are unable to locate the delivery point. Tips to resolve:

Read address notes (in Rabbit) for the next delivery location before leaving the current site
If you are unable to find the delivery location, call the customer twice.
If you do not receive a response from the customer, call SDS. SDS has more up-to-date maps than Rabbit and can help better locate the address.
Call SDS (877-252-4832) if you run into these challenges:

The address is missing on a building (i.e. there is no unit number listed)
The building is under construction or recently constructed and the delivery address is unclear
The geocode is wrong and the rabbit took you to the wrong area/street/block

Always check that the address listed on the Rabbit, Package, and Physical Location all match
Become proficient in learning street names, order of street numbers and house numbers.

Alphabetical order of streets from a prominent landmark and in the direction they run.
On which side of the street are odd numbered houses and any visible patterns for their numbering.
Incremental change of house numbers on a street.
Any other prominent landmarks like railroads, expressways that will provide a sense of direction and navigation.

UTA (Unable to Access)

Select this when you are unable to access the delivery point. Tips to resolve:

Read address notes (in Rabbit) for the next delivery location before leaving the current site
If you are unable to access the delivery location, call the customer twice.
If you do not receive a response from the customer, call SDS (877-252-4832).
Always check that the address listed on the Rabbit, Package, and Physical Location all match
Update Rabbit with any access information changes, like access code or other instructions.
Accessing Apartments or Multi-Unit Buildings:

Read and follow the delivery instructions if they are listed in Rabbit. If delivery instructions are not provided, try to
deliver to the individual unit(s) first. Only if you cannot access the building and reach individual units, you should
then attempt to deliver to the building’s leasing office.
Only mark packages as UTA once you have tried to contact every customer you are attempting delivering to in the
building
You may enter if someone else holds the door open for you, but do not tailgate others inside the building or ask
others for access codes.

For buildings with access code entry:

Try each access code provided in Rabbit, if any are provided (there are often times multiple access codes
for a building in Rabbit – click in to see multiple codes)
Try calling (from Rabbit) each customer in the building you are delivering to. If you get into the building for one customer, you likely can make deliveries for the other customers you are delivering to in the building

For buildings with a call box:

Try each access code provide in Rabbit, if any are provided
Then, try calling (via the call box) each individual customer you are delivering to at the building. If you get
into the building for one customer, you likely can make deliveries for the other customers you are
delivering to in the building
If you cannot reach any individual customer, try calling the building manager
Only after exhausting these options, try directly calling each customer in the building you are delivering to

For buildings with lock and key access (no call box):

Try calling (from Rabbit) each customer in the building you are delivering to. If you get into the building for one customer, you likely can make deliveries for the other customers you are delivering to in the building

NSL (No Secure Location)

Select this when you are unable to determine a secure location to leave the package. Tips to resolve:

When attempting a delivery, knock and ring the doorbell (only between 8am-8pm)
Secure places are those which are not visible from the street, have little foot traffic, and are protected from weather. Some examples of a secure location: behind a flower pot or behind a pillar on the customer’s porch etc. Use weather bag to protect from weather elements.
Check the Rabbit for notes on where a good secure location is for the address (i.e. “behind the plant”) Never leave packages leaning against the customer’s door or such that it will become a trip hazard.
Once the package is left in a secure location, take a Photo on Delivery (POD) of package. Photos are shared with customers to help them locate their packages.
If you were not able to find a safe location, leave a “we missed you” card for the customer near their door (do not put the card in the mailbox though).
Ensure you have extra “we missed you” cards in your van before departing the station at the beginning of your route.

OODT (Out of Drive Time)

Select this when you return to the station due to surpassing your drive time and are thus unable to deliver the package. Tips to resolve:
Although the planned delivery route may seem circular, trust it – it is built to minimize U-turns, left turns, and other inefficient maneuvers (it’s common for navigation to circle you around a neighborhood vs U-turns or turn abouts)
Follow standard work when placing packages in the van at the beginning of the shift – follow a “last in first out” methodology. This will also minimize the amount of in-route adjustment of packages you need to do which can cause you to spend extra time.
Be aware of your progress. If you encounter a setback while on the road or if you think you just have too many packages, escalate to your DSP as soon as possible.
Be efficient and use your time wisely. When making deliveries, ensure you take your breaks, yet when on clock don’t take unnecessary time between stops.
If you can walk to a secondary delivery within 2 houses of your current delivery do so as it’s quicker than repositioning your vehicle.
Familiarize yourself with your delivery area; develop a good sense of direction in your delivery area (N, S, E, and W).
Download offline maps for your service area.
Never enter the van cargo area after a delivery stop unless a package needs to be loaded or to store the hand cart; excess package handling and organizing is the largest controllable loss of time on a delivery route.
Establish a standard location in the van for storing delivery supplies like Rabbit, charging cable, we missed you cards, hand cart and pen.
You are allocated a daily 30-minute unpaid lunch break. You are also entitled to one paid 15-minute break for every four hours of work. This break will often be unscheduled or vary day to day based on driver route. Plan ahead in your route on when and where to take your breaks that may include, rest rooms, shade and eateries.

BC (Business Closed)

Select this when you are unable to deliver a package to a commercial address because the business is closed. Amazon’s policy is to only deliver to businesses when they are open.

Tips to resolve:

Don’t skip stops on routes – especially businesses. When you skip a stop, it increases the chance that when you come back to make the delivery, the business will be closed

Missing Packages

This is when a package is not on the van, and thus you are not able to deliver it. If you can’t find a package, do not immediately mark it as missing (it may turn up somewhere else in your van later in the day); instead in Rabbit select “Skip the Stop”. Once you have finished the route and are returning to the station then for that package select on the Rabbit “Report the Package as Missing”.

Other Situations

Unsafe delivery situation:

If you are presented with an unsafe delivery situation, return to your van and relocate to a safe location if necessary. Call the customer, and if they don’t answer or are otherwise unable to make the situation safer, call SDS.

Delivering to a Grouped Stop:

If app shows “Multiple Deliveries” then it is a grouped stop.
Grouped stop can be for different houses or buildings which should be delivered separately.
Check Rabbit for delivery instructions for each address.
Scan all packages then deliver.

Delivering to Military Bases and possible other government addresses:

Driver may require security clearance.
Follow specific localized procedures for these addresses.
If you cannot access a military address then take package back to station.

Delivering to Lockers and Amazon Hub:

Place all the packages on the ground (as long as it is safe) and check into the Locker by scanning the QR code that is available on your device.
Pick up only one package at a time, scan it with the Locker scanner, and place into the opened slot.
After you place the last package in the Locker scan the check-out QR code that will be generated on the Locker screen. By scanning that QR code packages will be marked as Delivered.
If any packages cannot be delivered into the locker follow instructions on locker and Rabbit. Do not leave packages around the locker.

Delivering to 3rd Party Lockers:

Follow onscreen instructions to complete the delivery.

If you cannot deliver to the locker then reach out to leasing office else contact SDS for support.
Poor cellphone reception:

Even if delivering in an area of poor cellphone reception you must continue delivering packages.
Download offline maps for your delivery area before leaving the station to overcome navigation issues in the case of poor phone reception.

Package issues:

If package is damaged then mark the package accordingly in Rabbit and return it to station.
If package QR code cannot be scanned then read the tracking number on the package and type it in Rabbit.

Customer delivery changes:

In the event you are on the phone with the customer and they request the package be delivered to a different address, deliver to the address given if is reasonable or else politely decline the customer’s request and ask them to contact CS. Take package back to the station.
If the new delivery location is outside of the expected geofence, you may need to select “I’m at the address but my GPS isn’t working” option in the Rabbit.
If order is cancelled then follow the “Delivered with Exception, Rejected, Returned” instructions in Rabbit. Return he product to the delivery station.

II. DNR DPMO Guide

What is a DNR Concession?

- A Delivered-Not-Received (DNR) Concession is created when a package has been marked delivered, triggering an alert to the customer. When the customer goes to look for their delivery, if they cannot find it and call Customer Service – the CS team will mark the instance as a concession.

What is DNR DPMO?

- DNR ‘Defects per Million Opportunities’ (i.e. DNR DPMO) is the rate at which a company or DA is receives concessions. The higher the DNR DPMO tends to be, the worse the performance is viewed. An ideal DNR DPMO would be 0. DNR DPMO is a measurement of: ((# of concessions/# of delivered packages)*1,000,000).

Why is DNR DPMO Important?

- Customer interaction

DNR DPMO is the most direct metric measuring our interaction and reputation with our customer base. It is a measurement of how successful we were at fulfilling our customer promise.

- Incentive impact

To qualify for an incentive, your “Delivery Success (%)” as show on the incentive report must be greater than the “Station Bar Target” shown on the report. If this condition is met, then the bonus you receive is based on the DNR DPMO you achieve for that week. You can find the incentive rates paid in the table on the bottom right of the incentives report (link: https://logistics.amazon.com/metrics/legacy_incentive_report_view)

Root Causes of DNR Concessions:

Low Driver Affinity with their Delivery Area

One of the largest impacts on concession creation is the affinity of your drivers. When a driver is more familiar with their route, it lowers the chance of mistakes being made that can lead to concessions such as delivering to the wrong location, missing business ours, and give them more time on route to retry packages they were unable to deliver early in their routes.

Re-Grid

Scheduled changes to the delivery areas at a station level. When a re-grid occurs it typically will impact the delivery zones for DSPs and individual driver routings.
Tips To Address: Work with your DSP to identify ReGrids that are scheduled and go over ways to handle them in a way that will minimize the impact. Examples of what to minimize the impact would be to identify similarities in new delivery zones to the previous zones. Also, working with your station to route DAs on routes as close to their prior routes as possible (Drivers who handled apartments before, should be assigned to the high apartment areas in the new delivery zones).

Poor RGU pairings

When a station goes through their launch of Routing 2.0 their new routing software creates “RGUs” or “affinity areas” that will interact with the auto rostering tool. It is the responsibility of the station and Central Operations to pair RGUs with DSPs who have previously developed affinity in the RGU delivery zones. If this is not taken into account it can cause affinity issues.
Tips To Address: BCs/AMs/Dispatchers should work with the station and Central Ops to pair companies up with RGUs that match with their prior delivery zones where their drivers have already built affinity. The station will make the final determination as to which companies are assigned which RGUs.

Not following auto-roster

The auto-rostering tool assigns the DAs that have been rostered by the DSP to routes that the tool has identified as the route most likely to be familiar to the DA based on historical delivery routes. If a DSP decides not to use the auto-rostered routes by the tool they can create low affinity situations.
Tips To Address: Use the Rostering and Auto Assign compliance report that is available on the DSP Portal in the Supplementary Reports folder to identify gaps in the auto-rostering process for your DSP. This report is published by AMZL to help identify where there are areas of opportunity to comply with the auto-rostering tool. It will tell you how often your DSP rostered and routed DAs in their preferred delivery zones.

Standard Work

A driver not following standard work increases the chances of a concession event. The Standard work process for deliveries has been eveloped so as to minimize the likelihood of a concession as much as possible.

Safe Locations

Not aware of how to identify a valid Safe Location.
Tips To Address: Work with the DSPs and DAs in order to train drivers on the best process to identify safe delivery locations (package is not easily visible from the sidewalk, has been put inside of a gate, or is located behind a pillar/plant/etc.). Check the Rabbit for notes on where a good secure location is for the address (i.e. “behind the plant”). Once the package is left in a secure location, take a Photo on Delivery (POD) of package. Photos are shared with customers to help them locate their packages. Additionally, DAs should be trained that when they cannot locate an acceptable safe delivery location that they should mark the NSL reason code and return a package to the station.
Once the Driver has attempted calling the customer twice, and called support following no answer to those calls the driver is not selecting the NSL Reason Code and bringing back packages that have a high concession possibility.
Tips To Address: Standard work says that if there is no answer at the door of a delivery address that the driver should attempt to call the customer twice and then should escalate with a call to support before leaving with the package. Once that process is complete, emphasize with the DAs that if they are not comfortable with the idea of leaving a package behind in the delivery location that they should be selecting NSL and returning the package to the station.

Not utilizing Field Quality Assurance (FQA), Transportation Operation Control (TOC), or station for difficult delivery locations.

FQA, TOC and the station are available by phone for all DAs to help problem solve and address issues with deliveries while the driver is on Route. DAs might not take advantage of these options due to being concerned for time on their route. If you are not aware of the phone numbers to reach out to these two teams please reach out to your station operations team.
Tips To Address: Work with station FQA and the DSP Dispatch teams to understand the most optimal standard work process to utilize your station’s specific teams. Once you reach this mutual understanding, coach DAs on the availability of these resources that are meant to support them in delivery quality.

Bulk Routes

If a driver has a telemetric issue while on a bulk route and does not handle it according to standard work, they can create a very large amount of concessions in a single delivery event. For instance, if you were to have 50 packages scheduled for delivery at an apartment, the Rabbit App freezes or a driver accidentally causes an error on their device. With this error, the driver calls the station to remotely mark all of the expected packages as delivered. However, the driver only have 43 packages with them, so will likely receive 7 concessions.
Tips To Address: Work with your Bulk route drivers on the correct process of dealing with a Bulk Route. They need to know what packages were actually in their bulk delivery and what packages are not. Verify that all TBAs from the route are on the vehicle. An alternative option would be to count the number of boxes expected for delivery and compare against how many you have to deliver at the bulk destination. If it does not match, recheck which TBAs you have against expected TBAs. By having all of the packages for the stop marked remotely they miss the opportunity to mark missing packages as PNOV (Package Not On Vehicle).

Balancing DNR DPMO with Other Delivery Metrics

As a DSP you may be encouraged by different stakeholders to focus on different performance metrics, which may cause you to inadvertently increase concession opportunities due to prioritizing other pieces of the operation.

Emphasis on RTS

This emphasis can overpower a DA’s instinct to follow standard work practices that would minimize concession opportunities.
Tips To Address: Remind DSPs and DAs that they need to focus on their DSP Performance metrics that are surfaced through the DSP Scorecard and directly impact their incentives. The metrics are built to support the DSP in their interaction with AMZL goals. As long as they are hitting the expectations set by the DSP Performance team they will receive incentives.

Marking packages as delivered remotely

Due to several factors, a station can mark packages as delivered that have not been successfully delivered.
Tips To Address: Once a route is completed, if the rabbit app has a delivery of a package still outstanding, but the DA does not have the package in their van, they need to mark the packages with the PNOV reason code. By Using the PNOV code at the end of their route they lower the chance of the package being incorrectly marked as delivered by the station RTS (Return to Station) team.

Other

Weather

Concessions can be marked by our CS team for packages that are found by the customer but are damaged beyond use by the weather.
Tips To Address: DAs should use the AMZL suggested weather bags that will protect the bags. The operations team at the station should have the weather bags needed. Have the DAs additionally do their best to find a covered and dry location to leave their packages during inclement weather or if there is prospective inclement weather. DAs should also carry tape so that they can validate the box is entirely closed off from the elements (in case the box has popped open at any place).

Theft

Theft resulting from leaving a package is an unsafe location or a Loss Prevention situation resulting from possible theft by a DA are possible.
Tip To Address: If an address deals with a high amount of suspected theft or seems to be engaging in concession fraud (reporting packages as DNR regularly to receive refund) – work with station to deprioritize the address from delivery.
Tip To Address: If DA theft is suspected, contact the regional or station LP (loss Prevention) officer to begin an investigation.