Ongoing VTR Issue – DHL Express shipping from Venezuela
Hi everyone,
Since last week, we've been experiencing issues with DHL Express shipments from Venezuela. These shipments are shipped and delivered on time, as evidenced by the DHL website when checking the shipment.
Despite this, Amazon continues to flag my orders (4 in total and counting) as VTR defects (Stage 4: no carrier scan).
Because of this, our VTR has dropped to 92%. Although the tracking number worked perfectly on the official DHL website, Amazon claimed not to have received an electronic scan directly into its system.
Has anyone else experienced a random VTR defect even after successful shipping and delivery?
Is there an escalation method where Amazon actually investigates these cases?
It's extremely discouraging. We try our best to provide a good customer experience, but these types of random errors in metrics are completely demoralizing.
Any advice or shared experiences would be greatly appreciated. Thanks for reading.
Is there a moderator who can help? The case number is 17717846661
@Levi_Dylan_Amazon@Atlas_Amazon
12 replies
Seller_v2laoQdsVlgOo
@Manny_Amazon @Joey_Amazon @Bryce_Amazon @Christine_Amazon @TaylorR_Amazon @KJ_Amazon @CR_Amazon @Josh_Amazon @Nikki_Amazon
Atlas_Amazon
Hello @Seller_v2laoQdsVlgOo
Thank you for the information provided regarding the recent issues you have experienced with the orders shipped using DHL. I know this can be complex and difficult to navigate when the issue involves the specific carrier that you are utilizing, so I do want to get you more insight into the concern.
I was able to review the case information, in addition to working with another team on the concern. They were able to share that at this time there does appear to be concerns with DHL that have impacted your orders. They are in the process of investigating the situation to determine what resolution would be appropriate, and I do see in the case where they have made the recommendation of researching other carriers while this is still being reviewed.
It does not appear that our team will be able to offer any additional guidance, but I will still monitor the situation for any information that can be shared.
Best,
Atlas
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
