Tracking FAQ

Mandatory input of carrier name for all deliveries and of tracking ID when using tracked delivery method

Since 19 April 2021, we require you to provide the carrier name for all orders during the dispatch-confirm process of seller-fulfilled orders. In addition, we require you to provide the tracking ID for orders that are delivered with a tracked delivery method during the dispatch-confirm process of seller-fulfilled orders or the unique parcel ID (located above the 2D barcode on the label) in case you use the Royal Mail 24®/48® delivery methods during the dispatch-confirm process of seller-fulfilled orders. Without this information, you will not be able to dispatch confirm your order. Amazon will automatically cancel orders if seven days have passed since the expected dispatch availability date, and you have not yet dispatched and confirmed the dispatched order (find more details here). Delay in dispatch confirming orders may lead to increase in Late Dispatch Rate (LDR) which may lead to account suspension (find more details here).

Frequently Asked Questions:

1. How do I ensure that I input carrier name and delivery service/delivery method?

In order to share the carrier name and delivery service with us, follow the below steps:

a. When using Seller Central, select the carrier name from the drop-down list, and then use the drop-down list to select your delivery service. If your preferred carrier name and/or delivery service are not listed, please use ‘Other’ and enter the carrier name or delivery service used.

b. When using bulk feed, enter the ‘carrier code’ and ‘ship-method’ against each line item. If you mention ‘Other’ in the ‘carrier code’ field, provide an input for the ‘carrier name’ field. Ensure that the ‘carrier code’ you provide matches the list of carriers available in the Seller Central drop-down. The delivery method name does not need to match exactly the ones mentioned in the below table (see FAQ 7). These are just the most commonly used delivery services. However, please be aware that for calculating VTR, we can only exclude orders from untracked delivery methods if you provide the name of an untracked delivery method that is identical to one in the Delivery service drop-down menu of the Confirm dispatch page (or as listed in FAQ 7). A detailed instruction on how to use bulk feed can be found here .

c. When using integrators, please configure your integrators to provide us with the carrier and delivery service details. If you have not already configured your integrator to provide these fields, we recommend you reach out to your integrator to understand how to share carrier name and delivery service while confirming orders. Please ensure that the ‘carrier code’ you provide matches the list of carriers available in the Seller Central drop-down. The delivery method name does not need to match exactly with the ones mentioned in the below table (see FAQ 7). These are just the most commonly used delivery services. However, please be aware that for calculating VTR, we can only exclude orders from untracked delivery methods if you provide the name of an untracked delivery method that is identical to one in the Delivery service drop-down menu of the Confirm dispatch page (or as listed in FAQ 7). If you are an integrator and want to learn about how to provide this information, see the Delivery Request Details page.

d. When using Buy Shipping, there is no action required. We automatically collect data on the carrier and delivery method used through this system. Find more details on Buy Shipping Services here

2. Why is this important?

With the carrier name, delivery service/delivery method and the tracking ID that you provide, we can pass any scan events made available by the carrier on to the customer, enabling the customer to easily track the order.

3. What do I enter if my carrier is not listed in Seller Central?

When you dispatch an order and do not see your carrier listed in the drop-down menu, please select ‘Other’ and identify your carrier in the text fields. We will add more carriers over time.

4. I do not use a carrier for my digital products, what do I input as carrier and delivery service?

While dispatch confirming your Digital products, please select Digital Delivery from the Carrier drop-down menu in the Confirm dispatch page.

5. How do I edit a tracking number?

You can edit order tracking information up until the order is delivered. To edit the details:

• In Seller Central, select Orders, and then click on Manage Orders.
• Click on Advanced Search, enter the Order ID, and then click on Search.
• Once you find the correct order, click on Edit delivery and provide the revised tracking number. Allow 72 hours for the report and metrics to reflect the changes.

6. What should I do if my carrier does not provide a tracking number/ID?

You do not have to provide us tracking number for orders delivered as untracked letters or delivered through untracked delivery methods.

7. I shipped a Whistl parcel via a third party carrier, for example, Yodel. Which carrier should I select in the drop-down: Yodel or Whistl?

As you are shipping your parcels via Whistl, select Whistl as the carrier name from the drop-down, regardless of which 3^rd party carrier is doing the final mile delivery to the customer. Select "Whistl" even if you have been given a 3^rd party carrier tracking ID for your shipment, for example, a Yodel tracking number.

8. What is a delivery service?

A delivery service, also known as delivery method, is the product or service that you purchase from your carrier. Below are a few examples of commonly used carrier and delivery service/delivery-method combinations.

What are the benefits of adding tracking numbers?

Providing valid tracking numbers with all your deliveries has a number of benefits:

• Fewer buyer contacts: Providing tracking numbers can help reduce the amount of time you spend answering delivery-related questions.
• Decreased order defects: The Order Defect Rate for untracked deliveries is 1.7 times greater than the rate for tracked deliveries.
• Protection from A-to-z Guarantee claims: Without tracking, you will automatically lose any ‘Order not received’ A-to-z Guarantee claims. Tracking helps you represent yourself against these claims and may prevent loss.
• 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 delivery costs: Tracking can significantly reduce the costs associated with a lost delivery. If a package is lost in transit, you can use tracking to find out where it was lost and then determine responsibility.
• Improved conversion: When you use tracking on 98% of your packages and your on-time delivery rate is 97%, you become eligible to reduce handling and transit promise times. This is proven to increase conversion and revenue.

Which carriers provide tracking information to Amazon?

Carriers that are integrated with Amazon are shown in the drop-down menu on the Confirm delivery page. Some correct carrier names are (case-sensitivity applies):

For Domestic shipments: Amazon Shipping, APC, Arrow XL, DHL Parcel UK, BJS, DPD, DX FREIGHT, Fedex, GLS, Hermes, Panther, Parcelforce, Royal Mail, TNT, TUFFNELLS, UPS, Whistl, Yodel . For China shipments: 4PX, China Post, DHL eCommerce, JCEX, SFC, SF Express, Yanwen, Yun Express, WanbExpress, Chukou1, Fedex, UPS, TNT, DHL

.

What is the carrier name to be entered when updating the tracking ID?

If you are using Seller Central, locate the order in Manage Orders and click on Confirm delivery. On the Shipping Details page, select the carrier name from the drop-down menu. If the carrier name of your choice is unavailable, select Other and enter the carrier name as defined on the carrier website.

If you are uploading the tracking details, make sure that the carrier name matches what is provided in the drop-down menu as described above.

I want to check that the tracking information I entered matches my carrier’s format for tracking IDs. What are some of the tracking ID formats used by carriers?