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From the Valid Tracking Rate help page in Amazon Germany:

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VTR exemptions

We don’t calculate VTR for the following seller-fulfilled shipments:

• Domestic shipments below €15: Shipments from an address in Germany to a delivery address in Germany that have an order value below €15 (including shipping, excluding VAT) and are sent with an untracked ‘letter’ ship method.
• Cross-border shipments below €20: Shipments to and from the UK, Spain, France, Italy, Netherlands, Portugal, Poland, Austria, Sweden, or Belgium below €20 (including shipping, excluding VAT) are exempt from VTR if shipped using a ‘letter’ method.
• Digital products such as audio books.
• Self-delivered shipments (that is, shipments that are delivered using your own logistics).

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So I asked seller support (on Amazon Germany) what options were considered letters for UK>Germany shipments, and they told me to use Royal Mail 1st/2nd Class.

Anyone got the answer?

The actual shipping service we are using is DHL Globalmail, which is delivered by Deutsche Post as regular international priority business mail.

I have tried using 'Deutsche Post' as the shipping provider and 'Globalmail' (custom input) and 'Kompaktbrief International' (small international letter) but I am still getting VTR hits of 'no valid tracking' for shipments under €20 ex. VAT inc. shipping.

Hello Seller Support & Community,

We would greatly appreciate your assistance regarding an unjust A-to-Z Guarantee claim (Order ID: 204-2014840-8072334) that was wrongly classified as “Item Not Received”.

The buyer refused the package on 11 April 2025, as confirmed by their own message via Amazon’s messaging system—they mentioned they found the item cheaper elsewhere. Despite this, we voluntarily issued a full refund on 13 May 2025, without even waiting for the item’s return.

Unfortunately, this A-to-Z claim is still counting against our Order Defect Rate (ODR).

• We submitted two formal appeals via the Performance Notifications page on 14 May and again on 21 May 2025.

• We referenced the buyer’s written confirmation and refund details.

• Tracking ID (Evri): H0377A0010573418 — shows item was returned/refused.

• Case ID: 11153000622

We kindly ask that a moderator or Amazon performance team escalate this matter and remove this claim from our ODR metrics, as this was not a case of non-delivery, but an intentional refusal by the customer after a change of mind.

We believe the documentation in Amazon’s messaging system provides clear evidence, and we are committed to upholding our seller performance standards.

Thank you in advance for your support.

@Seller_Huz6FT08OxHAR

@Seller_z3k8APxGfbQEK

@Seller_j9Bd91CW3ZVpr

Best.

Hi everyone,

I'm reaching out for some advice and guidance experienced sellers here.

Recently, I spent around $1,000 on Eucerin products from a seller on Qogita in an attempt to get ungated in the Beauty category. The order came with marketplace-style invoices and accompanying letters that were supposed to meet Amazon's ungating requirements and prove the chain of supply. Unfortunately, Amazon did not accept them.

To make things worse, Qogita doesn’t offer refunds in these situations, so I’m stuck with the products and no way to use them for ungating.

I’ve come to understand that Qogita might not be the best source when trying to get ungated, especially for Beauty or Health & Personal Care categories. I'm now trying to figure out the best next step.

My questions are:

If I purchase 10 units of the same ASIN from a reputable wholesaler who can provide proper invoices, will that be enough to help me get ungated?

Can anyone recommend reliable suppliers or wholesalers that are known to work for ungating purposes, specifically for brands like Eucerin?

Is there anything else I should be aware of before making another purchase to avoid another costly mistake?

I’d really appreciate any advice or supplier suggestions you can offer. I just want to get ungated the right way without throwing more money down the drain.

Thanks in advance!

Customer returned an item 50% cheaper than we sent and claimed a full refund via a fake A to Z claim. We provided all PODs but Amazon keeps ignoring and forcing us to refund. When we insisted he sent back the wrong product, they granted the claim and took over £1000 out of our account.

Hi all,

A-z was opened got a message stating we had 72 hours to respond, we got all the information together and before we could submit it (about 12 hours later) buyer was refunded and a to z found in their favour.

we uploaded the images showing different item returned with different serial number, the appeal was denied, have contacted the managing director and we get no response other than to message if no reply in two business days.

Anyone able to advise.

Thank you

Customer bought two items, each 110.8 pounds. One was faulty, then he tried to return. I agreed and authorize Amazon to generate return Label.

My customer found return label short of information, and I email him my warehouse address. my customer did not post the product, but claim A-Z of the whole amount 221.6 pounds. Amazon did investigation, and decisively deducted 221.6 pounds from my account to the customer.

I wrote to Amazon, and Amazon told me I did not respond to the customer properly. And my money just gone like this. I believe the world has fair rule, but I don't see fairness in Amazon, at least, no mercy to sellers.

Hi @Sakura_Amazon_ @Sarah_Amzn @Julia_Amzn — we need help with a feedback issue.

Case ID: 11141343162

Order ID: 205-3308678-6025940

Apply for re-review of order #205-3308678-6025940 negative feedback (involving product reviews + full refund)

Dear Amazon seller support team,

We have again applied for negative feedback from order #205-3308678-6025940 because the feedback part involves product reviews and we have a full refund, in line with Amazon's feedback removal policy. The specific reasons are as follows:

First of all, the feedback content includes product reviews, not just service issues

The customer feedback mentioned that "black tennis skirt is missing", which is a description of the product itself (out of stock/not received), rather than a simple service evaluation.

According to Amazon's Buyer Feedback Policy Article 5.2.3:

"When the feedback content is mainly aimed at the product rather than the seller's service, the seller can apply for removal. When the evaluation focuses on the product's characteristics, availability, or the product itself, it should be submitted through the product evaluation system rather than the seller's feedback system."

And we have a full refund and the problem has been completely resolved

According to item 3.1.7 of the "Seller Feedback Removal Guide":

"When the seller has provided a full refund and resolved customer complaints, the relevant negative feedback no longer reflects the current transaction status and can be removed as obsolete information."

We have refunded 100% in full as required by our customers (see attachment for refund vouchers), which complies with Amazon's principle of "remove feedback after problem solving". However, customer feedback did not mention the facts of the refund, which resulted in incomplete content and could mislead other buyers.

Finally, this feedback does not objectively reflect the overall transaction experience

After discovering logistics problems, we actively contacted the customer and provided a 40% refund compensation (the customer did not accept it). Finally, the full refund was made as required by the customer, but our active handling was not reflected in the feedback and did not meet Amazon's "fair evaluation" requirements.

According to Section 4.5 of the Feedback Abuse Policy:

"The buyer submits inaccurate or misleading feedback knowing that the problem has been resolved may constitute a misuse of feedback."

The Amazon team is asked to re-examine and remove this feedback to ensure fairness of the evaluation system.

Attachment provides:

Full refund record

Communication records with customers

Sincerely,

Longbao

[Moderator Edit: Personal data removed]

HI, I have noticed the Best selling rankings have disappered from a lot of products on the product listign page, we use this to monitor performance, Has anyone else noticed this.

Thanks

Hi,

Anyone else having OTP requests too frequently?

We are getting 10-15 a day currently and devices are being logged out on different computers throughout the day needing us to use the OTP again to get in.