VTR issues - PLEASE HELP
I am having huge issues with the VTR system that is causing real issues within my business at the moment.
My VTR rate has dropped to a low of 65% even though I am using a validated carrier and everything is fully tracked and all items showing defects have been delivered.
I am currently on the phone to seller support who will not help me regarding this issue so I am reaching out as a last resort.
This issue has only just started to occur. Nothing has changed from my side as I am still using the same software to ship my items and the same courier with the same format. The system has now just started to pick up and state that the item fails valid tracking.
The CS agent stated that this was due to me not manually selecting the shipping provider from the drop down menu but this makes no sense as the carrier is selected from the drop down when the info is sent over from ShipStation. The systems are just not communicating now for some reason.
I have also tracked all items on the list and they all show successful delivery.
Please help me!
VTR issues - PLEASE HELP
I am having huge issues with the VTR system that is causing real issues within my business at the moment.
My VTR rate has dropped to a low of 65% even though I am using a validated carrier and everything is fully tracked and all items showing defects have been delivered.
I am currently on the phone to seller support who will not help me regarding this issue so I am reaching out as a last resort.
This issue has only just started to occur. Nothing has changed from my side as I am still using the same software to ship my items and the same courier with the same format. The system has now just started to pick up and state that the item fails valid tracking.
The CS agent stated that this was due to me not manually selecting the shipping provider from the drop down menu but this makes no sense as the carrier is selected from the drop down when the info is sent over from ShipStation. The systems are just not communicating now for some reason.
I have also tracked all items on the list and they all show successful delivery.
Please help me!
11 replies
Seller_76AUwmqvSyRIM
You need to download and analyse your VTR defect report. Maybe YOU haven't changed anything but you said that you are using software so quite likely, something has changed there.
Remember, the issue is likely to be how the despatch details are recorded on Seller Central rather than whether or not the items have been delivered.
If you need help, maximise all columns of the report and post a screenshot so that fellow sellers can advise. The problem is usually clear to see if you know what you're looking for.
Seller_ZQyopdiwkUHOZ
If you'd actually done that, then there couldn't be a problem. You can't identify a problem that sits in a gap in your own knowledge.
If anyone here is going to be able to help, they need to see your defect report.
Bear in mind, for them to be showing on your defect report now, that means that the problem began around 10 days ago, as the report and your VTR have a date range window that lags behind the current date.
To be clear, do you mean the VTR for your whole account, visible from the account health screen, or do you mean your VTR for premium deliveries?
Seller_HJmQkud4PJno9
VTR for the whole account.
What I am saying is there wasnt an issue before and exactly the same info is showing before there was VTR defects and after.
Both a successful order and a failed VTR track shows the same info
Seller_ZQyopdiwkUHOZ
If you don't show us the defect report, we're not going to be able to help.
There's no way an error like this would happen to just one person. If this is a system glitch of some kind, then it would be affecting a lot of other sellers. If you are certain that there's nothing wrong with the way things are being recorded for you, then you can always just wait for the other people it's affecting to show up and then you'll be able to demonstrate to the mods that it's a widespread issue.
Since no one else is reporting problems yet, it seems unlikely that this is a common issue though.
Seller_ZJhFeE3tNKzfh
When you say the same info is showing - is this in Manage Orders?
Because it only really matters what is on the VTR defect report.
