VTR - Not Working / Fit For Purpose
I have two “Tracked 48” orders shoing in my VTR that have been delivered.
Having switched all my parcels to using teh Tracked 48 service I now see two that have been delivered showing in my VTR as being invalid.
Both orders were added by Click & Drop along with 100’s of others, how can Amazon penalise sellers for a system that does not work correctly?
144 replies
Seller_xhCUl2O8ij8P2
Hello Tyler,
Thank you for reaching out to seller forum community. As I understand from your post that you are facing some issues with your VTR metrics.
The Valid Tracking Rate (VTR) is all shipments with a valid tracking number as a percentage of total shipments during a given 30-day time period. VTR only applies to seller fulfilled orders.
Amazon’s customers depend on tracking numbers to find out where their orders are and when they can expect to receive them.
To view your VTR metric:
From the Performance menu, select Account Health .
Locate Delivery Performance section and click on view details.
You can see your VALID VTR Metric here.
To download the VTR defect report:
Click on Download Report in the Delivery Performance section.
Filter by carrier and/or product category.
If you are feeling that might be system issue that caused the data fluctuation I would request to have a word with seller support team.
In order to report an issue with Seller Support, follow these steps:
Go to Contact Seller Support.
Click Selling on Amazon .
- Enter a keyword related to the issue you are facing in the Tell us how we can help field, and click Get Help .
- From the Other issues issues drop-down menu on the left, select All other issues .
Hope that answers your query!!
Regards,
Mona
Seller_JEZj3PPLJYf96
Oh noooooo!
I have had put my prices up by £3 for hermes tracking and now no one is buying!
@Jessica @Dhoni_Amazon @Amar_Amazon @Zanetta_Amazon
Ohhh noooo!
VTR is not fit for purpose!
Seller_R48nAmhNC7nVx
Ive downloaded my defects and it shows six DHL parcels all dispatched and delivered ontime all with VALID tracking number and ALL showing invalid on Amazon ??
Seller_kUs0bv5YkpZcV
I buy postage Royal Mail 2nd Class Large Letter for each book I sell at the post office. It is an untracked postal method that is reliable and cost effective. Should I dispatch as “Royal Mail” “2nd Class” and then leave Tracking ID blank - this currently means it is invalid. Or should I use Other instead of Royal Mail? I have read replies on threads both ways and currently I am one of the hundreds who will be suspended through VTR not working. For me it needs a “2nd Class Large Letter” and “1st Class Large Letter” added to the drop down box and no tracking required.
Please Help!
Seller_ZjZ4slOF0jHpk
Finally, I have SS admitting that there is a technical “glitch” with Buy Shipping.
Every day for the past 4/5 days, new items have been appearing on my report. Random Buy Shipping (no integration) of 2nd Class letters and LL.
Every time these exempt items are added to my report, I have added them to my open case. Up until today I was just kept in a holding pattern - “At the moment, I am working with our internal team to reach a resolution on your case”.
Today, they have finally admitted there is a technical issue.
Seller_sTmOpkpVhKTlt
Confused and anxious seller here!
I’ve spent hours reading through VTR threads at this point and I still have no clue what to do.
We currently ship our orders using ROYAL MAIL 48 2D and our VTR is currently 85.28% - it’s been stuck at those levels for weeks now.
Looking at our report and having discussed with our RM Account Manager, the issue is that for all those orders, the postal worker did not scan the barcode (same old tale).
I would really appreciate some support from fellow sellers (as we know it’s impossible to get a clear answer from seller support):
- Will using Buy Shipping to buy ROYAL MAIL 48 2D fix our VTR?
- Would a letter from Royal Mail to explain that the tracking numbers are valid (but the scan was missed on their end) make any difference? Has anybody had a successful exemption through this?
Help! All guidance welcomed.
Seller_1ncXDI5ibLrV2
i have been sending everything royal mail signed for for the last month my vtr shows 0%
Seller_16EevDf4Axaui
… and now our “Other”, “Franked Mailmark Royal Mail”, “2nd Class” is beginning to show up as invalid?! Not sure if this is impacting our actual VTR rate but if it’s in the report as invalid then it has to be, our VTR rate has climbed since we stopped using RM24/48 however this is just another example of how nobody knows what the hell they are doing with regards to this system!
Seller_EF14dECYFNDCW
Due to the current VTR issue we went back to using stamps 21st April for domestic & manually dispatching. Then this weekend gone we have temporarily shut our shop.
It gets worse. Not sure if anyone else has raised this.
We receive International orders on .co.uk - & send these with Royal Mail. The official Royal Mail service names imported into Amazon when dispatched automatically by Click & Drop business are;
International Business Mail Large Letter Zone Sor (t Prioritygets dropped due to lack of space)
International Business Parcel Zone Sort Priority
On Mon I went to dispatch the International orders manually using the new workflow. I selected carrier “Royal Mail”, you must surely select this as RM ARE an integrated carrier. Then next drop down ONLY has domestic services!!
Surely you’re not meant to select “OTHER” then imput “Royal Mail” etc
So I asked SS to clarify “How do you dispatch International orders bought on .co.uk”
The reply I got in short was a copy & paste “If you are using RM24/48 you need to add a DC number”!! etc
BUT I didn’t ask how to dispatch domestic orders!! SS just waste my time!
On another note an item we sent RM 48 6th April wasn’t scanned delivered so Amazon sent email to customer “make a claim”. Rang RM who confirmed they scanned it at the main sorting office when received from us but then nothing. It was a BFPO order & luckily RAF Northolt confirmed it had been received & forwarded.
As we know RM multi scan RM24/48 items & RM should release their full scan history to Amazon so Amazon can confirm sellers have sent. However I suspect all Amazon care about is the DC scan for the customers benefit.
