Ongoing VTR Issue – DHL Express
Hi everyone,
Just wanted to check if anyone else is going through this.
We ship from India to the US using DHL Express. Orders are getting delivered on time, and DHL’s site clearly shows delivery with signature.
But still, Amazon is marking many of them as VTR defects (Stage 4 – no carrier scan).
Because of this, our VTR has dropped to 90%. We’ve got over 110 shipments affected. What’s worse — many buyers who already received and signed for their packages are now messaging saying they didn’t get it and asking for refund. A few have even opened A-Z claims.
And now our ODR is also getting affected, all because of something we can’t control.
If anyone else is facing the same, please share. And if there’s any update or fix from Amazon, would really appreciate knowing.
Thanks.
Ongoing VTR Issue – DHL Express
Hi everyone,
Just wanted to check if anyone else is going through this.
We ship from India to the US using DHL Express. Orders are getting delivered on time, and DHL’s site clearly shows delivery with signature.
But still, Amazon is marking many of them as VTR defects (Stage 4 – no carrier scan).
Because of this, our VTR has dropped to 90%. We’ve got over 110 shipments affected. What’s worse — many buyers who already received and signed for their packages are now messaging saying they didn’t get it and asking for refund. A few have even opened A-Z claims.
And now our ODR is also getting affected, all because of something we can’t control.
If anyone else is facing the same, please share. And if there’s any update or fix from Amazon, would really appreciate knowing.
Thanks.
7 replies
Seller_c9lY8wF1Vo61O
Sometimes, if Amazon system is fetching incorrect information, they send emails to buyer saying your product was lost.
Some buyers take advantage out of it and get refunds.
You can check on your end, if all the tracking numbers are correctly updated or not, by picking some sample orders OR the orders with complaints only. Then, send the correct information to buyers stating this is the correct tracking ID/update for your order.
Let me know if you need more help.
Seller_wOYdrOWjeoIWY
Hi @Ezra_Amazon,
Our case ID is 17695844611. This VTR issue is seriously hurting our business — over 110 DHL Express orders were delivered with signature, but Amazon shows “no carrier scan” (Stage 4).
Because of this:
VTR dropped to 85%
Buyers getting “item lost” messages
A-to-Z claims and refund requests rising
Our funds are being held
All tracking shows successful delivery on DHL’s site. Please escalate — this is urgent and out of our control. Now our cash flow is stuck — how are we supposed to pay DHL and our suppliers?
Thanks.
Seller_v2laoQdsVlgOo
Hello everyone,
I'm having the same problem with my account. I ship from Venezuela with DHL, and since last week my VTR has dropped to 92%. This involves orders that have already been confirmed for delivery by DHL. Please, can someone from Amazon help resolve this issue?
Seller_wOYdrOWjeoIWY
Today I received 23 buyer messages asking for refunds due to the VTR issue. I use DHL Express.
Amazon is sending automated messages to buyers, telling them to file A-to-Z claims because the tracking status on their side shows “lost” or “delayed.”
My ODR is also getting affected — Amazon is counting these claims against my ODR, even though the orders were actually delivered with signed proof of delivery.
I appealed the A-to-Z claims, but they are still being counted against my ODR. Today’s VTR is 51%.
I’m losing money like flowing water.
Mods, please look into this urgently. Case ID: 17707701281
