If you're shipping into big-box retailers, retailer scorecards are an essential part of doing business. These reports are how companies like Walmart, Target, Amazon, and others track your performance as a supplier. And if you're not hitting the right numbers, your transportation strategy could be quietly eating into your margins.
This blog breaks down what retailer scorecards are, what they measure (including OTIF), how they vary by retailer, and how you can improve your performance to avoid costly penalties.
What Is a Retailer Scorecard?
A retailer scorecard is a performance report used by retailers to evaluate how well you're meeting their delivery standards. These scorecards track things like delivery timing, order accuracy, shipment completeness, and compliance with shipping documentation.
Retailers use this information to determine which suppliers are reliable and which ones are causing delays or issues in their supply chains.
Failing to meet expectations can result in:
- Chargebacks
- Loss of preferred vendor status
- Smaller or fewer orders
- Strained retailer relationships
These scorecards are not just internal metrics. They directly impact your bottom line and future business opportunities.
What Is OTIF and Why Does It Matter?
One of the most important metrics on a retailer scorecard is OTIF, which stands for On Time, In Full.
- On Time means the shipment arrived at the scheduled date and time.
- In Full means the complete quantity of product was delivered with no shortages.
Retailers rely on OTIF to keep their shelves stocked and promotions running as planned. If you miss these expectations, it creates downstream issues for them, and they often respond with financial penalties or reduced order volumes.
Some retailers like Walmart emphasize OTIF as their core performance metric. Others may combine OTIF with additional compliance categories.
Do Retailer Scorecards Differ by Retailer?
Yes, and understanding those differences is key to improving performance.
Each retailer builds its scorecard around its own operational goals and distribution network. While most of them track similar categories like OTIF, labeling, and documentation, how they define and weigh each one can vary.
Examples include:
- Walmart focuses heavily on OTIF with strict thresholds by product type.
- Target may prioritize dock appointment adherence.
- Amazon measures ASN accuracy, packaging, and label compliance in detail.
- Home Depot places value on appointment scheduling and damage-free delivery.
Knowing the differences between each retailer’s scorecard can help you tailor your shipping processes to avoid unnecessary hits to your performance.
What Do Retailer Scorecards Typically Measure?
Although specific scorecards vary, most retailers track a few core areas:
OTIF (On Time, In Full)
This is the cornerstone metric. If your shipments are late or incomplete, it will show up here.
Order Accuracy
This tracks whether the correct items and quantities were delivered.
ASN (Advanced Shipping Notice) Accuracy
Retailers depend on accurate and timely ASNs to prepare receiving docks and inventory systems. Inaccurate or late ASNs often cause delays or rejections.
Labeling and Documentation
Incorrect labels or missing packing slips can lead to non-compliance fees or refused shipments. Retailers may require formats like GS1 barcodes and EDI documents.
Appointment Adherence
If your truck shows up too early, too late, or without an appointment, the delivery may be rejected. These infractions typically count against your scorecard.
How to Improve Your Retailer Scorecard
Improving your scorecard starts with identifying the root causes of missed metrics and taking clear action to correct them. Here are five proven steps:
- Work with Carriers Experienced in Retail Logistics
Carriers that regularly deliver to big-box retailers understand the importance of appointments, documentation, and communication. Choose partners who are familiar with these expectations.
- Implement Real-Time Shipment Visibility
Freight visibility tools help you monitor shipments and respond quickly to delays. If a shipment is running late, you can often reschedule or notify the retailer in advance to avoid penalties.
- Standardize ASN and Labeling Processes
Make sure your ASNs, packing slips, and labels are created using consistent, tested processes. Errors in this area are easy to fix but often go unnoticed until it’s too late.
- Conduct Post-Shipment Reviews
If you receive a chargeback or negative scorecard mark, trace it back to the source. Was it a packaging issue? A scheduling problem? Identifying the root cause helps you make changes that stick.
- Partner with a Retail-Focused Logistics Provider
If your internal team is stretched, working with a logistics partner who understands retail scorecards and provides visibility that allows data-driven decision making can provide the support you need to stay compliant without overloading your staff.
Why Retail Scorecards Deserve Your Attention
Retailer scorecards are more than just reporting tools. They're a reflection of how well your supply chain is performing and how easy it is for your customers to do business with you.
Taking a closer look at areas like labeling, documentation, appointment scheduling, and what happens after a shipment leaves your dock can go a long way. Even small adjustments in these parts of the process can help you avoid penalties, build stronger relationships with retailers, and keep your operations running more smoothly.
