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VTR MADNESS!

Trying to resolve matters / concerns with Amazon seller "support" is like pulling teeth and getting absolutely no resolution whatsoever, instead they open a case, 100 people transfer it to every other department then eventually one person replies that has absolutely nothing to do with my actual initial question and then they close the case.

So... my VTR metrics are now dangerously high and I'm trying to figure out how i should be confirming my shipments so that Amazon know to exempt them from my VTR metrics.

So following Amazons own guidance:

“All cross-border shipments will be included in VTR calculation, unless the order value is below €20 (including shipping, excluding VAT) and a ‘letter’ ship method was used.”

We ship from the UK to Europe, with Germany & France being our biggest marketplaces after the UK.

1. 99.9% of the order values for my items sold is well under €20

We used Royal Mail (standard letter services) & Standard international

There is no point in us purchasing tracking for the items we sell as customers just wont pay higher postage costs as they will outweigh the item cost, therefore we will make no sales at all. How on earth do i get round this?

I feel i am about to lose my amazon business that we have run successfully for over 10 years and not one person that works for amazon cares or can help.

Any guidance would be much appreciated on how i can work around this

Thank you in advance

Amazon doesn't know its own policies. Today, we and other sellers received VTR warning emails in France, Germany, Spain, and Italy.

The policy clearly states 'You must maintain a 95% VTR for the following seller-fulfilled shipments:

Cross-border shipments above €20: Shipments to and from the UK, Germany, Spain, Italy, Netherlands, Portugal, Poland, Austria, or Sweden that have an order value above €20 (including shipping charges, excluding VAT).

Today received warning emails for all categories for invalid tracking on orders below €20 Euros. It's madness with Seller Performance not understanding Amazon's own policies. We have raised this with seller support twice this year to get standard replies stating the policy above.

Why are Amazon not measuring cross-border VTR to their own policies on orders under €20?

We have just had an A-Z granted in favour of the buyer. The buyer cited the reason for not being delivered, but clear photographic evidence provided by DPD shows delivered. I am at a loss for words as to why Amazon refund the buyer without looking at the tracking. DPD is certainly one of the better carriers for viewing delivery and tracking information. On appeal, at this moment we are advised that Amazon have upheld their decision as we did not provide sufficient evidence!

We provided a written summary of events and screenshots of full buyer messaging, photographic proof of delivery and an email between us and DPD confirming the delivery was correct.

If anyone at AMAZON is viewing this, please reach out to us. I seriously feel quite stressed when we act correctly and get treated like this, not just from the buyer but also by Amazon.

Hi Everyone,

I was wondering if anyone else has encountered this. We have maybe 1-2 tickets like this a week. To my knowledge, is there no way for us to redo an Evri return QR code? This has to be done by Amazon itself. If so, why is Amazon's customer service team forwarding complaints they should be dealing with to sellers??

Is anyone able to shine some light? Maybe we are just missing something here, where we can reprocess these QR codes?

Example AMZ message below!

I got a "customer" that was suspicious from the beginning. First she claimed she did not receive the order. Tracking showed it was delivered. Then she filed return requests with various reasons:

1. No longer needed 2. Accidental order 3. Unauthorized purchase 4. Item defective or doesn’t work

All in all 17 (!!) return requests. I answered to her immediately, said that I will of course refund her when I get the order back. The item in question is the most valuable thing I have ever sold in my 15 years of selling here, so I reported her to Amazon TWICE, saying that this person is trying to scam me. Her communication was extremely poor, like this:

"I don't even ask in mailbox I ask for refund thank you no DVD there I have the DVD not sent."

"The reason for returning the DVD to the mailbox thank you no items refund all good."

So, it was impossible to communicate with her. Yesterday she filed an A-Z claim. I answered to Amazon, sending proof of delivery. Amazon immediately granted the refund. I then appealed, proving again the delivery and also proving that the item was as described (another false claim from the buyer). Today Amazon decided to "uphold" their decision, because I had not responded to the buyer’s return request before the claim was filed.

To me it seems that Amazon is just trying to make new rules so that they can take my money. Should I really have responded to all 17 return requests? They are all auto-approved by Amazon with my general instructions. This person would have had already 4 weeks to return the item, but clearly she did not do anything about it.

If there is a rule that one should somehow respond to multiple return requests by the same buyer (how can one actually respond to those?), this buyer made all these multiple requests on purpose. Some morning I would have 5 return requests from her.

Besides taking my money and stealing an expensive, rare and out of print item (it is now selling for 180 euros), Amazon is counting all this against me and putting my marketplace at risk of deactivation. I sell so little that this one order means now that I have 33% defect rate.

All this doesn't seem fair to me. I am really getting tired of all this bs.

How do we receive money from Amazon after achieving sales. Do they transfer what is owed monthly into our accounts? Then, I guess we can review the monthly reports, right?

Hello everyone,

I’m posting here as a last resort after more than five weeks of being locked out of my UK Amazon Seller Central account, with no access, no working support channel, and no resolution in sight.

My account (in good standing, with no violations) was suddenly locked due to a login email issue. I was eventually sent a Persona identity verification link (Case ID: 11060028102), which I completed on 22 April 2025.

Since then:

I’ve received no confirmation that the verification was received

I’m still completely locked out

Amazon continues to sell my inventory, but I can’t access the dashboard

When I try to raise tickets, I’m told my account “cannot be found”

I’ve tried all available contact methods, including support tickets, phone calls, and written letters to UK Amazon executives

I’ve followed every instruction. I’ve been patient and persistent. But it feels like my account has been abandoned in a system black hole.

I’ve now had to take legal action and filed a claim through the UK Small Claims Court.

If anyone from Amazon sees this or if any seller has been through something similar and found a way to get it resolved, I would really appreciate any help or insight. This situation is beyond frustrating and it’s having a huge impact on my business.

Thank you,

Lewis Price

Director – LPO Holdings

Somebody tells amazon to do not eat much profit from sellers or there will be only old sellers remains, fba fees burden, ad campaign exclusive 20% of vat, and one more thing they are counting the well packed and sellable product into customer damaged after return why? I collected the returned product which they counted as customer damaged, but it was full okay at all neither issue with packing nor inner product used why they're doing this?

More and more I'm getting customers (rightly) annoyed at items (2nd class letter size) taking up to 9-10 working days to deliver. Often the replacement & original turn up on the same day - in other words, holding back mail until they have enough to 'justify' going to that address.

Yes, I offer 1st class upgrades from letters up to ParcelForce sizes. But not many are willing to pay the extra charge, especially for a low value item.

Anyone else experiencing the same?