Regarding the issue that the use of exemptions tracking（VTR) carrier causes the buyer's side to keep showing non-arrival of goods
We sell large items on Amazon that have to be shipped by truck, which leads to a very different shipping method than express shipping, but Amazon has been very much using sellers who value trucking and constantly refining new policies that have made it very convenient for us, and we've been using the carrier in picture 2, but there are imperfections in this policy.
When we ship using these carriers, since Amazon doesn't track these carriers, it keeps showing the shipment as undelivered on the buyer's side(Please see picture 1), when in fact it was delivered a long time ago!!!! Even after the order has exceeded the estimated delivery date Amazon makes a point of going out of their way to send an email to remind the customer that the shipment has not been delivered and directs the customer to file an A TO Z claim! We received at least 10 incorrect A TO Z claims as a result, and each time we had to spend a lot of time explaining to the buyer. And a small percentage of A TO Z complaints even went through, offering full refunds to the buyers who received the goods, and counting towards our ODR performance, which was a big blow to us as we had been following Amazon's rules all along.
I think this is a good problem to solve, if we use these carriers, the tracking information for the buyer's customers can be displayed perfectly as "this shipment is the responsibility of the buyer, you can get the tracking information by contacting the buyer". We have made a lot of efforts to do this, each of our order will tell the buyer the tracking status of the shipment and the carrier's official website and tracking method in great detail via Amazon mail after shipment.
Hope this problem can be solved!
Regarding the issue that the use of exemptions tracking（VTR) carrier causes the buyer's side to keep showing non-arrival of goods
We sell large items on Amazon that have to be shipped by truck, which leads to a very different shipping method than express shipping, but Amazon has been very much using sellers who value trucking and constantly refining new policies that have made it very convenient for us, and we've been using the carrier in picture 2, but there are imperfections in this policy.
When we ship using these carriers, since Amazon doesn't track these carriers, it keeps showing the shipment as undelivered on the buyer's side(Please see picture 1), when in fact it was delivered a long time ago!!!! Even after the order has exceeded the estimated delivery date Amazon makes a point of going out of their way to send an email to remind the customer that the shipment has not been delivered and directs the customer to file an A TO Z claim! We received at least 10 incorrect A TO Z claims as a result, and each time we had to spend a lot of time explaining to the buyer. And a small percentage of A TO Z complaints even went through, offering full refunds to the buyers who received the goods, and counting towards our ODR performance, which was a big blow to us as we had been following Amazon's rules all along.
I think this is a good problem to solve, if we use these carriers, the tracking information for the buyer's customers can be displayed perfectly as "this shipment is the responsibility of the buyer, you can get the tracking information by contacting the buyer". We have made a lot of efforts to do this, each of our order will tell the buyer the tracking status of the shipment and the carrier's official website and tracking method in great detail via Amazon mail after shipment.
Hope this problem can be solved!
6 replies
Seller_Hi7wbO2Kbo6bl
Are you using the
Freight-shipping templates for less-than-truckload (LTL) shipments
Seller_r9wMm8LrE5iKj
This problem will not be solved. The LTL carriers that Amazon won't scr*w you on are the same ones that Amazon has cut some extortionate deal with. The solution (in their minds) is that you use a carrier that brings in more money to Amazon, rather than Amazon following their own policy. Plus, AtoZ's are money going from sellers' pockets to Amazon's customers, building customer loyalty to the platform at your expense. In their minds, this is a win-win. It's called "failing upward".
Even if they were to follow their own policies (for a change) I can't believe that using an untrackable and uninformative "shipper" like "LTL" or "Truck" should get you an exemption, whereas a reliable trucking company with excellent tracking (such as JB Hunt) does not.
I'm angry about how we've been taken advantage of by this particular policy, but I'm extra angry that Amazon will point at the TOS to questionably seize funds and inventory from legit sellers, while wiping their backsides with the same TOS when it comes time to uphold their side of the bargain.
This is the work of sociopaths.
KJ_Amazon
Hello @Seller_ZTVeMX3AWuM7D Thank you for raising that issue and for that screenshot.
This is a subject that has been raised recently, such as in the below thread:
We have been working with our partner team on the issue of bad messaging for standard mail envelopes shipments without 'normal' tracking, and have shared seller (and buyer) feedback.
That team appreciates your input and is in the process of working to improve that message to create a better experience for both buyers and sellers. This is an ongoing process, and I will provide updates as they become available.
