Welcome to Seller Forums

Hi,

Can anyone please help or point us in the right direction. Is there a specialist escalations team or contact email to help resolve our problem? Has anyone experienced this before? Thank you so much in advance.

Sorry for the length of this message.

• Our problem:

Despite being granted exemption from Valid Tracking Rate (VTR) in July 2023 (Case ID 8840550782), our FBM furniture listings (on Amazon.co.uk) were deactivated on May 21st 2025 “due to low Valid Tracking Rate”.



We have spoken with Account Health, who advised we submit an appeal. However, the two appeals have been declined, each citing that “to avoid low VTR and potential deactivation, we should use one of Amazon’s integrated carriers”. No acknowledgement that our FBM furniture offerings are exempt, even though we included the aforementioned case ID in our appeals.

After the failed appeals, Account Health advised that we should contact Seller Support in a new case ID and request that they confirm the exemption - even though exemption was, and still is, confirmed in a previous case ID(!!). Upon speaking with Seller Support, they stated that they can not confirm exemption if it has already been confirmed in a different case ID.

We are at a complete loss and don’t know who to turn to, to get our case resolved.

• Our exemption from VTR:



The reason we were granted exemption from VTR in July 2023, is because the heavy and large (non-palletised) freight we send, is too large and heavy to go via any of Amazon’s UK integrated carriers. Therefore orders are self-delivered using our own logistics. Deliveries are arranged and booked in directly with the customer, so that they know exactly when to expect it, including a 3 hour time time slot on the day. As this is an arranged booking service, "tracking" is not available. It is a white-glove delivery service, with detailed POD photos taken with each delivery.
Since using our own logistics, we have all but eradicated customer complaints and A-Z claims which would be related to transit damage or lost packages using alternative carriers.

Yet despite exemption from VTR and demonstrating excellent delivery performance and positive feedback, our listings have been deactivated.

• Seller Support to date:

We currently have an open case (ID: 11148219922) with Seller Support which has been a “Work in progress” since 27th May. The case addresses all of the above with much back and forth via chat and phone calls. We were assured via the latest chat (on 3rd June) this would be escalated as “high priority” with an internal team. Yet we have not received any updates or resolution, and it has been 17 days since we created the case, and 23 days since our listings were deactivated. We are growing incredibly anxious.



We are a very small business, and the business supports me and my family which includes 2 very young children. This is our livelihood. And each day our listings are deactivated is costing us and our business dearly.

If an Amazon community support member is reading this, please find I have copied a snippet of Amazon’s VTR article below with the clear reference to VTR Exemptions using self-delivered shipments and own logistics - see the last bullet point:

VTR exemptions
- As per Amazon's VTR FAQ and help article:

https://sellercentral.amazon.co.uk/help/hub/reference/G201817070

"We don’t calculate VTR for the following Fulfilled by Merchant shipments:


* Cross-border shipments below £20: Shipments to and from Germany, France, Italy, Spain, the Netherlands, Portugal, Poland, Austria, Sweden or Belgium below £20 (including shipping, excluding VAT) are exempt from VTR if shipped using a “letter” method.

* Untracked Royal Mail 1st and 2nd Class Letter stamps and franking are exempt from VTR if purchased through Amazon Buy Shipping (at no extra cost).

* Digital products such as audiobooks.

* Self-delivered shipments (that is, shipments that are delivered using your own logistics)."

Thank you to anyone who can help or tag someone who may be able to assist and help resolve this.

Best wishes,

Marion

I have been stopped on Amazon and told to appeal because of my VTR

I explained to Amazon that due to the nature of my products I use non integrated carriers with tracking details

I have been told that is not a problem but also been told I have got to buy the Amazon Shipping Labels?

Is this correct or is their a way of not using the labels as it is added costs which I think is unfair?

I have had zero violations on my account. I built this business by myself over 4-5 years and it has become my main source of income - so this is quite depressing.

Amazon requested me to send them documents proving I'm a UK established business that pays VAT. They never formally rejected my documents - they just kept spamming the same performance notification asking me for the same information over and over again.

About 3 weeks in, and after having about 3 phone calls with account health, it turned out that the address they wanted me to prove was my OPERATING address instead of REGISTERED address. I gathered as much evidence as I could since then (utility bills, commercial invoices etc). and sent it to them. Since then it has been a wild goose chase. I've had to send this information multiple times too, and to multiple email addresses (all of this under the advice of account health).

It has been 6 weeks since I sent the last bit of information they asked for and I have had no response. I have lost over £150K worth of sales and paid over £15K in storage fees in these 3 months. Every time I call Account Health they tell me all I can do is wait. The more I wait, the more I lose in storage fees. They refuse to give me any rough estimate whatsoever on when this will be complete - I could still be waiting next year for all I know.

This has just an extremely stressful and depressing past few months. I did nothing to deserve this - this is just Amazon refusing to look at the documentation and reinstate my account at this point. This issue has been escalated twice in the last week. 5-6 days ago I received an e-mail from the "specialised team" it has been escalated to telling me I'll hear a response within 72 hours. They have not responded.

I'm not sure what to do at this point. Do I just accept that the accounts gone? I can make a new company, new seller account, and pay another £15K or so to get stuff removed from the Amazon warehouse but it's always in the back of my head that by the time this is all done my actual account will be reinstated by then. It's a frustrating dilemma. Really seems like Amazon is just torturing me at this point. Has anyone been through anything similar? Any advice?

Hi, several months ago Amazon decativated my seller account. The failed to inform me that my listings were however still active, it seems & I recently was sent notification of a sale. I am unable to reactivate my account & I don't want to either because I have no spent several days, of extremely stressful conversations & emails back & forth with Amazon & the refuse to assist. As far as I know I will still be charged the Amazon fees for the sale & they'll continue to accept any sales because they refuse to deactivate my listings.

I don't know how any company is allowed to treat its users this way.

Never used to be much of an issue this, very occasionally I would get a message from a customer saying the item was late and they need a refund.

Over the last couple of weeks I am getting many messages asking me for a Refund as the item hasn't arrived on time and it is too late to be used. Almost always these messages come on the Expected Delivery date or the day afterwards. I am getting it all hours of the day and it is driving me mad.

I know Royal Mail can be slow but is there any kind of change in Amazon messaging which anyone is aware of which is driving this?

This is particularly impacting Letter Post sent by Royal Mail where there is no tracking.

This is different to the Item is Lost messages I get which I am used to (and still get!).

I have now spent three weeks trying to get my application accepted but never get a clear answer as to why not. I have uploaded a document which matches exactly what the tick boxes ask for and yet no one can give me a reason as to why it's being declined.

Unfortunately feel like I'm getting no where with it.

My case ID is 11201289632 - Please if someone could take a look and actually give me a proper written response rather than a copy and pasted auto-reply.

needing some help. I have a personal account ordering £5/600 worth of units and then claiming a refund. The units are never returned. This person also has a seller account to the same address and is selling the same items they are stealing from me. This has occurred with every order they have placed, costing me over £1500. I need help asap to get this blatant fraud investigated and stopped. Also is there any way for me to get this money back ? Thanks

hi any body know what kind of invoice amazon accepted i get marketplace invoice they dont accept

Hi everyone,

I’m hoping someone can clarify this for me. I currently use Royal Mail 24 and Royal Mail 48 services to fulfill my Amazon orders. As you know, these aren’t fully tracked services, but they do provide delivery confirmation when the parcel is delivered (a barcode scan at delivery).

My question is — if I dispatch an order using Royal Mail 24/48 with delivery confirmation, and later a customer opens an A-Z Guarantee claim saying the item wasn’t received, how is this handled by Amazon’s system?

Since the decision process is largely automated (AI-based, not human-reviewed initially), and these services aren’t classed as ‘tracked’, would the AI still side with the customer even if I can provide the delivery confirmation scan?

Would appreciate hearing from other sellers who’ve been in this situation — or if there’s an official Amazon position on using services like Royal Mail 24/48 for fulfilling orders and how it affects A-Z claims.

Thanks in advance for any advice!