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This article applies to selling in: United Kingdom

Valid Tracking Rate (VTR)

Valid Tracking Rate (VTR) measures how often you use valid tracking numbers on your orders. Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. The Valid Tracking Rate (VTR) is a performance metric that reflects those expectations. Below are the requirements for Valid Tracking Rate, starting April 19, 2021:


  1. You will need to provide the information mentioned below during Ship Confirm:
    1. The name of the delivery service provider and the specific delivery service used for all merchant fulfilled orders; and
    2. The tracking ID for merchant fulfilled orders that are delivered with a tracked delivery method or the unique parcel ID (located above the 2D barcode on the label) in case you use the Royal Mail 24®/48® delivery methods.
  2. You will be required to reach 95% Valid Tracking Rate (VTR) :
    1. On your domestic shipments through Amazon.co.uk over a rolling 30-day period (i.e., if you dispatch from an address in the UK to a delivery address in UK). We will measure the VTR for merchant fulfilled shipments at a category level. VTR will be measured on all domestic order shipments delivered through integrated delivery service providers including any shipments shipped with Royal Mail 24®/48® delivery methods. However, please be aware that for calculating VTR, we can only exclude shipments from untracked ship methods if you provide the name of an untracked ship method that is identical to one in the Delivery service drop-down menu of the Confirm shipment page.

VTR only applies to seller fulfilled orders.

Note: Performance targets for Premium Shipping orders vary from the above.

Calculating VTR

To calculate this metric, we take the number of packages you deliver with a valid tracking number and divide it by the total number of packages you have delivered and confirmed. VTR is expressed as a percentage. For example, if you confirmed delivery for 200 packages, and 190 of those packages delivered with Amazon integrated delivery service providers had a valid tracking number, your Valid Tracking Rate would be 95% (190 ÷ 200 = .95 or 95%)

We use promised delivery date to determine which orders are included in the performance metric. Your Valid Tracking Rate has a two-week latency period, which allows the data enough time to be statistically relevant.

The following items are not included in the VTR calculation:

  • Domestic items delivered by carrier/delivery service provider not integrated with Amazon
  • Domestic items delivered with untracked delivery services/delivery methods
  • Digital products, e.g. audio book

Starting 31 March 2021, you can monitor your category level VTR in this dashboard here

Adding Tracking Information and Amazon Integrated Carriers

Sellers are encouraged to use carriers from the following lists to deliver their packages as these carriers provide real-time tracking status to Amazon. This helps reduce buyer contacts and improve seller feedback ratings. The following carriers are integrated with Amazon: AAA Cooper, ABG, Adrexo, Alljoy, AO, Aolde, Aoluk, Arrow, Arrow UK, AT Post, Australia Post, Belgian Post, Bestbuy, BJS, Bluedart, BRT, Celeritas, Centex, China Post, Chronopost, Cititran, CNE Express, City Link Coliposte, Colissimo, Correos, Correos Express, CTT Express, DBSA, DB-Schenker, Delhivery, Deutsche Post, DHL, DHL Ecommerce, DHL Home Delivery, DHL DE, DHL HB, DHL NL, DHL Parcel, DHL US, DPD, DPD DE, DPD FR, DPD UK, DPGM, DSV, Dtdc, DX Freight, Emirates Post, Energo , Energos, Envialia, Estafeta, Estes Express, Fastway, FDXG, Fedex, Fedex Freight, Firstmile, Furdeco, Gati, Gel, GEL Express, Geodis, GlS, GlS ES, GlS IT, Hermes, Hermes Einrichtungs Service, Hermes UK, Hmshb, Home Logistics, ICC, IDS, India Post, Janio, Japan Post, JCEX, JP Express, Katolec, KNA, Kuehne Nagel, La Poste, MRW, Nexive, Ninjavan, NL Post, Panther, Parcel Force, Pilot Freight, PLTA, Poste Italiane, Q Express, Q Xpress, R+L Carriers, Raben, RBNA, Rhenus, Rieck, Roadrunner, Royal Mail, RPDA, SAIA, SDA, SEFL, Seino, Seur, SF Express, SFC, Singapore Post, Speedex, Startrack, SWA, Teleflora, Tipsa, TNT, TNT IT, TNT NL, TNT UK, TNTA, Tourline Express, Tuffnells, UPS, UPS Freight, USPS, VIR, Vnlin, Wanbang, Watkins, WINIT, XPO, XDP, Yamato, Yanwen, YDH, Yellow Freight, Yodel, Yun Express, Yurtici, 4PX

Using a carrier that is not integrated by Amazon will result in an invalid tracking ID, as Amazon will not receive updated tracking status of the package.

Note: Tracking numbers are only considered valid if they have at least one carrier scan recorded by Amazon.

Viewing VTR Metric & Report

  • 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.

Please allow 72 hours for the report and metric to reflect any updates.

Editing Tracking Information

Before the delivery date, you can edit order tracking information.

  • Go to Orders, and then Manage Orders.
  • Check Order ID is selected for Search, enter the Order ID, and click on Search.
  • Once you find the correct order, click on Edit Shipment and provide the revised tracking information.
  • Re-confirm the order.

Allow 72 hours for the report and metric to reflect the changes.

Best Practices to Successfully Upload Tracking Information

  • Tracking number – Verify:
    • You entered the tracking number correctly.
    • You did not leave the tracking information blank.
    • You did not enter special characters (such as punctuation), which our system cannot recognise in the tracking information.
  • Carrier Name – Verify:
    • You selected a carrier from the drop-down menu in the Manage Orders page.
    • Confirm multiple order dispatches with feeds
    • You entered the concrete carrier name
      • If the carrier name is misspelled, entered in a different language or contains any extra words, the tracking will be marked as invalid.
    • The carrier name you entered is associated with the tracking number you entered
      • For example, if you use DHL to deliver a package, but enter ‘FedEx’ as the carrier name, the tracking will be marked as invalid.
    • You are using a carrier that is integrated with Amazon.
  • Dispatch confirmation and Update:
    • Make sure to confirm/update the tracking information before the order is delivered.
      • If the tracking information is confirmed/updated after the order is delivered, that means the buyer was not able to track the order. This is not useful to the buyer, and the order will not count toward your Valid Tracking Rate metric.

FAQ

1. How do I obtain parcel ID if I use Royal Mail 24®/48®?

If you use Royal Mail 24®/48® to deliver your packages, then you must provide the unique parcel ID, located above the 2D barcode on the label. This will allow us to provide customers with a delivery scan event. If you are using a Royal Mail 24®/48® product that does not have a barcode, please ensure you contact your Royal Mail account manager, or contact Royal Mail here, to set up these services. You will not be able to dispatch confirm an order using a Royal Mail 24®/48® delivery method unless you provide the parcel ID.

2. Are scan events provided for Royal Mail 24®, Royal 48®, Royal Mail 1st Class, and Royal Mail 2nd Class?

Yes. If you are using a Royal Mail 24®, Royal Mail 48®, 1st Class, or 2nd Class product that offers a delivery confirmation Amazon will receive this once the product is scanned on delivery. This will provide visibility to sellers, customers, and Amazon of delivery. If you are using one of these products without a barcode, please ensure you contact your Royal Mail account manager, or contact Royal Mail directly, to set up these services. You will not be able to confirm delivery of an order using a Royal Mail 24®, Royal Mail 48®, 1st Class, or 2nd Class delivery method unless you provide the parcel ID.

3. Are Royal Mail 1st or 2nd class stamps considered for VTR?

Postage stamps are not a tracked service. If you are delivering your shipments using an untracked delivery method, you are not required to provide us a tracking ID for domestic and cross-border deliveries.

4. Can I confirm merchant fulfilled orders without inputting a tracking ID?

You can ship confirm orders without a tracking ID for untracked delivery methods and in case you use delivery service providers that are not integrated in Amazon systems. Tracking IDs are required for all orders delivered with a tracked delivery method for delivery service providers integrated in Amazon systems. Additionally, you must provide us the tracking IDs from RM 24/48 delivery methods.

5. What happens if my delivery service provider fails to scan my packages and results in a miss ‘VTR’ for a product?

You should engage directly with your delivery service provider to try and find a resolution with them. You should also review your labels to ensure you’re using the right ship method and that labels are being printed correctly.

In addition, you can consider using Buy Shipping, which allows you to buy shipping labels through the Seller Central interface. When using Buy Shipping, the delivery service provider, ship method, and tracking ID are automatically provided by the delivery services provider to Amazon, and all tracking IDs received by Amazon through Buy Shipping are considered valid. In the UK, we currently have DPD, Hermes, Amazon Shipping, and Royal Mail ship methods available. You can access Amazon negotiated rate cards, or for Royal Mail, you can link your accounts to benefit from your own rates. For more details on how to use Buy Shipping, see the Use Buy Shipping services Help page.

6. What are the benefits of providing tracking information?

Providing valid tracking numbers can have a number of benefits:

  • Fewer buyer contacts: Reduce the amount of time you spend answering delivery-related questions.
  • Decreased order defects
  • Protection from A-to-z Guarantee claims: Without tracking, you may not be able to defend any ‘Order not received’ A-to-z Guarantee claims.
  • Improved Seller feedback ratings: Buyers tell us that being able to track their packages is one of the main reasons to leave positive feedback.
  • Reduced lost shipment costs: If a package is lost in transit, you can use tracking to find out where it was lost and then determine responsibility.

7. Can I confirm merchant fulfilled orders without inputting a delivery service provider name, delivery service?

No, you will not be able to ship confirm orders without inputting a delivery service provider name and delivery service. Delay in ship confirming orders can impact your Late Dispatch Rate (LDR) which may lead to account suspension (find more details here). Also, Amazon will automatically cancel orders when seven days have passed the expected dispatch availability date if you have not yet dispatched and confirmed the dispatch (find more details here).

8. Where can I find Amazon integrated delivery service providers?

Please refer to the Tracking FAQ in Seller Central.

9. What should I do if I do not use an integrated delivery service provider or use self-delivery? 9. What should I do if I do not use an integrated delivery service provider or use self-delivery?

Please use delivery service provider name as ‘Other’ and provide us the name of your non-integrated delivery service provider and delivery method. Please also provide us with the tracking information if available so that customers can still track their orders through the delivery service provider website. Shipments sent through ‘Other’ delivery service providers will not be considered while calculating VTR performance.

10. I am entering tracking numbers. Why are these not regarded as valid tracking IDs on Amazon?

If you use an integrated delivery service provider please ensure that you enter the tracking number correctly, and that you confirm the order according to the guidelines. Please refer to our Tracking FAQ Help page here for additional details. If you are unable to ship confirm despite entering a correct tracking number, please use ‘Other’ as the delivery service provider code (and provide appropriate delivery service provider and ship method name) to ship confirm the order and contact Selling Partner Support for help.

11. Will my selling on Amazon account be suspended if the VTR drops below 95% in one category?

If you do not provide a 95% VTR as required by the policy, all Merchant Fulfilled Network offers in the impacted category may be suspended. This will not affect the MFN offers in other categories or your FBA offers. If any of your listings get suspended, you can submit a Plan of Action and apply for reinstatement. If your appeal is approved, your merchant-fulfilled listings in the affected category will be restored.

12. If my shipments do not reach 95% VTR, when will I be suspended?

You are expected to meet 95% VTR from April 19, meaning we will review the first 30 days’ delivery performance on 19 May 2021. From May 19, you may receive an email notification if your VTR does not meet 95% at the category level in the last 30 days. The impacted selection may be suspended in the category level if 95% in the last 30 days is not met. To reinstate suspended selection, you will need to submit a plan of action, which will need to be approved.

13. What is the policy for cross-border shipments?

For example, if you are a UK based seller shipping to customers in the EU, you are not required to provide tracking information unless you are using a tracked ship method. When you select your carrier and ship method, you’ll be prompted to provide the tracking ID if the ship method is tracked.

14. My delivery service provider doesn’t provide tracking IDs. What should I do?

In case you are using a tracked delivery method, we recommend you contact your delivery service provider and provide us the tracking IDs. If you are using an untracked ship method, you are not required to provide us a tracking ID for domestic and cross-border shipments.

15. Are partially tracked delivery methods accepted as valid tracking IDs to calculate VTR for Domestic deliveries?

If the ship method receives at least one scan it will be considered valid for the purposes of measuring VTR.

Valid Tracking Rate (VTR) FAQs

Please refer to the Valid Tracking Rate FAQ Help page for more information.

Tracking number FAQ

Please refer to the Tracking FAQ Help page for more information about tracking numbers and tracking IDs.


Valid Tracking Rate (VTR)


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