Coming at DSPs again….score card and now fleet repairs. Amazon always puts extra money out there to calm the resistance, then waits and claws back what they gave. Every score card change reduces ability to achieve it, and every fleet standard change and enforcement is attempt to claw back money they laid out in FIF and to offset all the fleet repairs that Amazon took on:
Vehicle Wear and Tear: Updates, Measurement, and Timeline
Category: Fleet
Received on
Feb 11, 2026
Change announcement
Who can see this?
Account Manager, Finance Manager, Operation Supervisor, DSP Owners
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To the following: 2.0 DSP Owners and their management teams in the US and Canada
Vehicle Wear and Tear: Updates, Measurement, and Timeline
We remain committed to building the safest, highest-quality Last Mile delivery fleet. Consistent fleet quality is important, because our vehicles physically represent the Amazon brand and the work each of you do in your communities. As such, in 2026, we’re beginning a multi-year journey to improve fleet condition, starting with a more lenient standard while we build toward higher quality standards over time.
Why We’re Updating the Wear and Tear Guidelines
Since 2021, we’ve had Wear and Tear Guidelines (WTG) that established our fleet quality standard. Over the past several years, we’ve analyzed extensive operational data on how the original WTG performed in real-world conditions. While our commitment to safety and quality remains unchanged, we’re committed to measuring these standards in a way that works well for both you and Amazon. To achieve this, we recognized that WTG needed to better consider your operational realities and required a more objective and consistent measurement tool. It should also provide you with immediate feedback, which is why we’re using the Fleet Condition Assessment (FCA) with PAVE technology to measure compliance moving forward.
WTG Change
While our current standard is closer to PAVE grade of “Great,” we’re starting the journey by holding you accountable to “Fair” as the minimum grade for WTG compliance across the network, including branded fleet, Last Mile Rental, and Redeployment. Fair Fleet Condition Grade provides a more lenient standard—two grade levels below the previous Great condition standard. However, this is the lowest the bar will ever be. We’re establishing Fair Fleet Condition Grade as our interim standard to give the network time to build sustainable fleet quality practices. Our target is to get 90% of the fleet at Fair condition or better over time. We will determine the timeline for reaching these goals based on the data and insights we gather during the first phases of enforcement, including repair capacity requirements and regional operational considerations.
Since April 2024, you’ve used the FCA with PAVE technology to measure the cosmetic condition of the branded fleet. Moving forward, we will use the Fleet Condition Grade (FCG) to determine WTG compliance and enforcement. Every time you complete a FCA inspection, PAVE gives each defect—like a scratch, dent, or other damage—a damage score based on its severity. We use the sum of all these individual defect scores to calculate your Fleet Condition Score (FCS). Based on the FCS, each vehicle receives an FCG ranging from Very Poor to Great. For example, if a vehicle has an FCS greater than 17, the system will grade the vehicle as Poor or Very Poor. For more information on the FCG, please refer to the FCA Resource Guide.
Poor Fleet Condition Grade Qualification Change
We are also updating the Poor grade criteria to ensure vehicle inspections identify unacceptable and egregious safety and cosmetic defects. Starting February 26, PAVE inspections will automatically classify vehicles with any of the following defects as Poor grade, even if their Fleet Condition Score would otherwise qualify as Fair grade or better:
• Missing trim/side molding/cladding;
• Major dents greater than 20 inches (whether through paint or not through paint);
• Has a hole present through any part of the body; and
• Missing, cracked, or dented (greater than 20 inches) bumper cover.
Your FCA condition report will identify all defects present on your vehicle. Once you’ve repaired the automatic Poor defects, if additional damage remains that prevents your vehicle from reaching Fair FCG or better (FCS of 17 or lower), you’ll need to complete those repairs as well.
Phased WTG Enforcement
We recognize that achieving consistent vehicle quality will require time and effort. To start, we’re updating the PAVE grade assessment to automatically classify the egregious cosmetic defects mentioned above as Poor. Starting February 26, your PAVE dashboard will show the updated grade for all your vehicles.
To inform our path forward, we’re implementing a phased approach that will help us gather critical data on repair timelines, capacity requirements, and costs you incur to bring vehicles to Fair FCG or better. This approach also provides time for you to prepare for this change while we complete necessary operational updates to PAVE.
Phase 1 Enforcement (Starting March 26)
In the first phase, we’ll focus on DSPs with less than 70% of their branded fleet at Fair FCG or better. Please note: 70% is not our long-term target—it’s the threshold for Phase 1 enforcement only. Our target is to get 90% of the network fleet at Fair condition or better over time. We’re beginning with DSPs whose fleets are furthest from the standard to gather the most relevant data on what it takes to improve fleet condition at scale. If you’re already meeting or exceeding the 70% threshold, you’ll need to continue maintaining your fleet at this standard. Your weekly Central Operations (CO) email outlines the current percentage of your branded fleet that is in Fair FCG or better, according to the latest FCA. This will continue to be your resource for tracking your FCA and WTG compliance.
On February 26, we will use the latest FCA results to identify DSPs whose branded fleet does not meet or exceed the 70% Fair or better threshold. If you’re in this group, you will receive a Communication Center notification identifying one specific vehicle we’ve selected for repair. You’ll have until March 26 to: 1) repair the selected vehicle to Fair grade or better, 2) complete a new FCA inspection, and 3) submit a repair invoice through Logistics Support Central (LSC) (Fleet > Wear and Tear Grounding Dispute). If you don’t complete these steps by March 26, we will ground that vehicle. To unground the vehicle, we’ll ask you to complete the same three actions and submit the repair invoice through the Fleet Portal (My vehicles tab) instead of LSC. We will exclude Model Years 2018 and 2019 vehicles from repair selection.
Important: Repairing one vehicle does not mean you’re compliant for the rest of the year. This is Phase 1 of our enforcement journey. We will use the data we gather during this phase to inform our path forward. The data we collect—including timelines, capacity requirements, and regional considerations—will determine the future glidepath for achieving network-wide fleet quality. We will determine the timeline for when all DSPs will need to meet the 90% Fair threshold based on the data we gather during Phase 1. We’ll provide a detailed update in April 2026 on findings and next steps. We encourage you to start improving your entire fleet now, not just the one vehicle selected for Phase 1.
Key Dates
February 26, 2026
• PAVE will automatically classify vehicles as Poor grade if the technology detects the unacceptable and egregious safety and cosmetic defects outlined above.
• We will send DSPs with less than 70% of branded fleet at Fair grade or better a Communication Center notification identifying one vehicle selected for repair.
• Four-week repair window begins.
March 26, 2026
• Deadline to complete repairs on selected vehicle and submit new FCA inspection showing Fair grade or better results.
• Deadline to submit repair invoice through Logistics Support Central (LSC) under Fleet > Wear and Tear Grounding Dispute.
• We will ground vehicles not meeting all three requirements.
Resources
• Office Hours: We will hold Office Hours Thursdays from 1-2 PM ET, starting February 12, at this link: https://amazon.zoom.us/j/94733619429?pwd=1McakGbkLpE0NlzlT3DzxEQgzC0zo2.1&from=addon.
• Logistics Support Central (LSC): For immediate support with VIN selection or to provide VIN repair updates, please open a case in LSC under Fleet > Wear and Tear Grounding Dispute.
• Wear and Tear Guidelines: Defines which damages are considered excessive and feeds into the Fleet Condition Grade.
• FCA Resource Guide: Outlines quarterly FCA process to understand the state of your fleet. Also includes details on the Fleet Condition Grade and condition reports.
• PAVE Resource Guide: User guide on how to use PAVE app and dashboard.
• Independent Collision Shop Onboarding Resource Guide (EDV): List of collision shops approved to complete Rivian EDV 500 and 700 repairs.
Thank you for your continued effort in maintaining high fleet quality standards that support our shared commitment to safety and quality.
Q1 2026 Scorecard Changes
Category: Performance
Received on
Feb 09, 2026
Change announcement
Who can see this?
DSP Owners
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To the following: All DSP Owners in the US
Q1 2026 Scorecard Updates: Preview Starts February 11
Today we are announcing the Q1 2026 Delivery Excellence Scorecard changes. The preview period will begin Wednesday, February 11, and continue until the changes go live on March 11. Below, you’ll find details of what’s changing, outlined by Scorecard topic and/or metric.
Tenured Workforce (TWF) Metric Pause:
We will temporarily pause the TWF metric and weigh it to zero, to remove its impact on your overall score. We’ve found that TWF: 1) does not consider how you ramp and train DAs for high-volume periods; 2) hasn’t helped identify DAs close to the TWF threshold to find opportunities to build tenure; and 3) it does not provide additional weight for employees with greater than one year of tenure. While we pause this metric, we’ll be working on improving it to better capture these aspects. We plan to reintroduce TWF prior to Peak 2026, and we’ll provide more information on this change closer to that date.
Update to Performance Thresholds:
Since 2019, the Scorecard has been a key way that we measure performance in the DSP program — giving you valuable insights into how you’re meeting and exceeding program expectations across safety, delivery quality, and other important metrics. The DSP program has evolved significantly over the years, alongside customers’ expectations and safety standards. As these factors increase, it’s important that the way we measure performance in the program also accurately reflects our high bar in these areas. To that end, with the Scorecard changes in Q1, we will raise thresholds in the following ways:
• Overall Thresholds and Category (Safety & Compliance, Quality, and Team/Fleet) Thresholds will increase by three points across each tier:
o The Overall Fantastic Plus threshold will move from 85 to 88.
o Overall and Category thresholds for Fantastic will shift from 70 to 73.
• Safety Metrics: As part of the On-Road-Safety Score (OSS), we will update the following safety metrics as part of our efforts to continue raising the bar on safety.
o The Fantastic threshold for the Seatbelt-Off Rate will move from five to four events per 100 trips.
o We are tightening the Following Distance thresholds between Fair and Poor.
• Delivery Success Behaviors (DSB): We will reduce metric thresholds by 10%, allowing for fewer defects per million opportunities (DPMO) to maintain existing performance.
o The Fantastic tier for AMZL and RSR will shift from 259 DPMO to 233 DPMO.
o The Fantastic tier for AMXL will move from 477 DPMO to 429 DPMO.
Expanded Pickup Success Behaviors (PSB) Metric: We are relaunching the new Customer Returns signals that we paused in Q3 2025. This relaunch will expand PSB beyond Amazon Shipping to also include AMXL Customer Returns, AMZL and RSR Doorstep Customer Returns, and Counter Pickups. Please refer to this recent communication with more details on Doorstep and Counter Return Pickups. There are processes in place for site-specific label distribution and we will provide OTR Comms and FAQs for both missing label scenarios and exact handheld workflow sequence for pickup notifications. Note that Locker pickups will be excluded from the PSB expansion in Q1, as we work to improve signal quality.
The PSB metric measures three DA-controllable behaviors: 1) time window adherence (ensuring pickups occur within promised windows); 2) geo location adherence (marking exceptions within the appropriate distance from the pickup geo pin); and 3) not attempted stop (where no scan or exception was recorded). To achieve Fantastic performance, DSPs must maintain fewer than 10 defects per 100 pickup stops, which translates to a 90% success rate.
Delivery Completion Rate (DCR) changes [Note that these changes will not be available during the preview period but will launch and be effective March 11:
New DCR Exemptions: We will exempt the following packages automatically, so that you no longer need to complete a DCR dispute for “Package Not on Van.”
1. We will exempt any packages that are rerouted while the driver is out on route, signifying that the package was at the Delivery Station and not with the driver. These packages are currently classified as “OODT” or “RTS-Other” in the RTS Deep Dive Dashboard.
2. We will exempt any packages that we can confirm were virtually on a driver’s itinerary but physically weren’t on their vehicle. We measure this by confirming packages marked “Object Missing” that are later successfully delivered by another DA without ever returning to the station.
Adjusted DCR Weather Exemption Eligibility: We are removing DCR automated weather exemptions for Tier Two Wind Chill and Tier Two Heat Index events. Today, drivers receive both DCR exemptions and route adjustments (known as Tier Minute Reductions) when these events occur. Moving forward, drivers will receive only the route adjustments. DCR exemptions will continue for precipitation-driven events such as snow, ice, and heavy rain.
Investments Toward Your Success: Over the last year, we’ve made the following investments to help you successfully navigate these changes and achieve success at these new thresholds.
• Improved Signal Quality: We’ve removed defects associated with poor signal quality and launched exemptions for deliveries with poor GPS accuracy and Geopin accuracy within the DSB, Customer Delivery Feedback (CDF), and PSB metrics.
• Five New DSB Exemptions: We launched new DSB exemptions to remove the need to dispute when 1) packages are marked “Package is Missing,” 2) packages associated with a self-service return scan; and 3) packages with a status update made by Driver Support. These three exemptions are applied to remove defects associated with the Scanned-Not Delivered-Not Returned DSB behavior. We also launched exemptions for: 4) deliveries more than 50 meters from the Geopin when customer contact is made and 5) business location deliveries with a valid photo on delivery.
• Enhanced Dispute Process: We understand that the dispute process can be time consuming, and we are taking measures to reduce the need to dispute and to review and republish any disputes in a timely manner. You can now submit multiple disputes per metric, and we are also piloting click-to-dispute functionality in the Performance Portal to make the process faster and easier. We’ll be sharing more about these improvements in the coming weeks.
Republished Scorecards: When disputes are approved, we now republish your Scorecard to reflect the updated performance. This will happen at six weeks and 12 weeks post-initial Scorecard publish.
Resources to Support You with these Changes:
Please take advantage of the Preview Period beginning on February 11 to familiarize yourself with the changes and new thresholds and start coaching your DAs accordingly. Also, new this quarter, we’ll be providing you with FAQs to help you prompt DSP Companion – your new AI-powered assistant – which will further help you explain these changes to your teams. You can also review the Preview Scorecard with your BC and attend upcoming office hours.
Finally, please review the below FAQ, and check out the Resource Guides linked here and available in Logistics Support Central (LSC):
· Delivery Completion Rate (DCR) Resource Guide
· Pickup Success Behaviors (PSB) Metric Resource Guide
· On-Road Safety Score (OSS) Resource Guide
· FICO Safe Driving Metric Guide
· Seatbelt Off Rate
· Delivery Success Behaviors (DSB) Resource Guides
· Overall Threshold Guide
· TWF Metric Pause
· Scorecard Data Dispute Process
Office Hours for Q1 Scorecard Changes Preview Period (February 11 – March 11):
To participate in specific office hours sessions, you must register in advance – using the registration links available on your Scorecard cover page. If your preferred date is fully booked, please select the next available date that best fits your schedule.
Thank you.
FAQ:
Q1. What are the proposed thresholds for overall performance and category performance?
Baseline:
Tier > Quality Threshold Safety Threshold Overall Threshold Tier
Fantastic Plus > 85 Fantastic Plus
Fantastic > 70 70 70 Fantastic
Q1 2026 Update:
Tier > Quality Threshold Safety Threshold Overall Threshold Tier
Fantastic Plus > 88 Fantastic Plus
Fantastic > 73 73 73 Fantastic
Q2. What is in scope for the new DCR exemption? The new DCR exemption is intended to prevent packages that were not physically on a driver’s van from negatively impacting their DCR performance. This includes two use cases: 1) packages that the station reassigns or updates while the driver is outside of the station’s geofence and 2) packages marked as “Object Missing” and subsequently successfully delivered by another driver with signals to verify another driver physically had possession of the package. These exemptions could apply to packages currently impacting DCR under three categories in the RTS Dashboard: Object Missing, OODT, and RTS-Other. These exemptions will be proactively applied to eligible DSP’s DCR metric so that DSPs will no longer be required to complete a Package Not on Van DCR dispute.
Q3. How will removing automatic DCR exemption for Tier Two Wind Chill or Heat Index events impact driver safety? Tier Minute Reductions (TMR) remains the dedicated control, providing necessary time for heat mitigation and breaks. Nothing will change in this process with the exemption removal. The removal of automatic exemptions affects only how we measure delivery performance. In cases in which a DSP has a legitimate need for additional exemptions, they will have the ability to partner with BCs and or Operators to request additional exemptions – via the DCR SIM queue process.
Q4. How can I use DSP Companion to better understand these changes? We have been training DSP Companion on these changes and will keep our FAQ resources (including these FAQs) up to date throughout the office hour sessions should additional questions arise. This will allow you to simply ask DSP Companion about the specific question you have before you spend time trying to find the answer. We also know that you have asked for better resources to help explain Scorecard changes to your teams and DSP Companion can now do that. Here are some prompts to help get you started:
• Can you provide me with a summary of what is changing for the Q1 2026 Scorecard Changes?
• When do these Q1 Scorecard changes go into effect?
• Provide me with a simple summary on the new Pickup Success Behaviors Q1 changes that I can share in my stand up meeting?
• I want to share details of the new Pickup Success Behaviors Q1 changes with my DAs – please provide a simple summary in English and Spanish.
• I want to make sure my management team and dispatchers understand these Q1 Scorecard changes – can you provide me with a summary that I can share with those leaders in my organization?
• How can I see if I qualify for the new DCR exemptions?
Q5. What should a DSP do if they do not feel supported by their station on a safety matter when requesting a DCR exemption via the DCR SIM queue? If a DSP’s station isn’t willing to open a DCR SIM queue on their behalf regarding a safety matter, they should escalate to their BC. DCR exemptions can be requested and approved by both station teams and BCs as needed.
Q6. When are drivers prompted to grab return labels for pickups? Drivers will be prompted on their device to check for return labels in their vehicle if they are assigned a Home Return Pick up. This screen appears after DVIC, and before the cart scan pick up workflows. See below for a walk-through of the screens.
Q7. What is the process for missing return labels at a delivery station? If return labels are not readily available at a delivery station, escalate to your On-Road operations team, specifically your OTR Operations Manager who is responsible for the receipt of initial labels at each site. Return label procurement will be centrally owned and sites will receive new return labels when they’ve depleted 75% of their initial stock. The site OTR operations manager will distribute labels to each DSP upon receipt. If a driver did not bring a return label onto their route, the driver will mark the pickup failure reason code for out of return labels.
Q8. What happens if my DSP has fewer than 10 pickup stops in a week? If a DSP has fewer than 10 total pickup stops in a week but is performing at the Fantastic level, their PSB metric performance will be shown as Fantastic. However if a DSP has fewer than 10 stops and is performing below the Fantastic level, their PSB metric will not be calculated and marked as “Coming Soon” to ensure that one defect doesn’t prevent DSPs from reaching the Fantastic tier.
Q9. How does the PSB metric measure Time Window Adherence, Geo Location Adherence, and Not Attempted stop? Are the thresholds for these behaviors the same across all pickup types or do they differ? The PSB metric measures successful visits to pickup stops by tracking three key behaviors: Time Window Adherence, Geo Location Adherence, and Not Attempted stops. Time Window Adherence applies only to Amazon Shipping with Appointment pickups, for which DAs should perform pickups between 2:30 PM – 5:00 PM local time (with a 15-minute buffer), and any pickups or exceptions marked outside this window are considered defects. Geo Location Adherence measures whether DAs enter pickup exceptions within the required distance from the pickup geo-pin location and applies across all pickup programs, though the specific distance thresholds vary by pickup type. Not Attempted captures failed pickup stops where no relevant package scan or exception was recorded, and this behavior is measured consistently across all pickup programs. To achieve Fantastic performance, DSPs must maintain a PSB defect rate below 10 defects per 100 stops, representing a 90% success rate.
Q10. How can I access the PSB dashboard if I do not have Amazon Shipping Pickups today? DSPs can access the Preview Pickups Dashboard within the Quality tab of the Performance Portal. If a score has been calculated for the metric, DSPs can click directly on the link to see pickup defects. If no score present, the dashboard will show “No Data” under Pickup Success Behaviors. DSPs can select the Pickup Success Behaviors “No Data” tile and click the link below to access the dashboard. Once the Preview period is over, the Preview Pickup Defects Deep Dive will replace the current Production deep dive to include the new behaviors.
Q11. What information is available on the PSB Dashboard? DSPs will be able to see the metric calculation by day and week level. The dashboard will also show Early Arrival and Late Arrival (only applicable to SWA), Geo Location, Not Attempted Stops, Contact Compliance, Out of Return Label, Stop ID and Pickup Date. Selecting the Link under Stop ID also provides additional details, such as total stops, failed stops (when a DA records a pickup scan but receives a defect during the pickup attempt), and physical address and geolocation of the defect.
Q12. My DA was not able to complete a pickup today but I don’t see it on the Dashboard. When does the Dashboard update? PSB data updates once per day for the previous day’s data and will show up on the Dashboard around noon PST.
Q13. How can I tell at which stop my DA had a Pickup defect? DSPs can access details about stop defects via the Stop ID link. In addition to the Stop ID, DSPs will have access to the Pickup Date, Address, Distance between Actual and Planned stop, along with Pickup Time Adherence (Amazon Shipping only), and DA Selected Exception Code.
Q14. Why don’t you share the thresholds for Great, Fair, and Poor? We focus our communication on Fantastic and Fantastic Plus thresholds because they represent the performance level that drives meaningful value for both DSPs and the program. The Delivery Excellence Incentive (DXI) program is designed to reward DSPs who achieve Fantastic or Fantastic Plus performance – these are the tiers where financial incentives are earned. By publishing the Fantastic and Fantastic Plus thresholds, we are giving DSPs clear visibility into the target they need to reach to maximize their incentives. Beyond the financial aspect, this approach reflects our broader philosophy of driving excellence rather than minimum compliance. We want DSPs and their teams to aim high and focus their coaching efforts on achieving top-tier performance in safety and customer experience. Publishing only the Fantastic and Fantastic Plus threshold simplifies this focus and reduces cognitive load, allowing DSPs to concentrate on a single, clear goal rather than navigating multiple tier boundaries.
This has been our consistent practice across all Scorecard metrics since program inception, creating clarity in how we communicate performance expectations. It aligns with our commitment to continuously raise the bar while providing DSPs with the tools, resources, and transparency they need to succeed at these higher standards.
Q15. How will the expansion of the PSB metric impact my compensation for pickups? When we launch PSB for customer returns, these packages will now be eligible for Pickup Excellence Incentives (PXI). For AMZL Doorstep Pickups and Counter Return pickups, we will transition from our temporary per piece rate of $0.10 to our long-term per-piece rate of $0.05. Both the new pickup per piece rate and the PXI rates will be shown on your Personal Compensation Statement (PCS). For locker pickups, because we are not launching the PSB metric for lockers, you will continue to receive $0.10 per package rate. Note that these packages will not be eligible for PXI.