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Our VTR is currently 77.8% calculated on 2 invalid shipments over 9 orders. We ship roughly 1500 orders per month through Amazon Buy Shipping linked to our Royal Mail account (Large Letter and Small Parcel format). We occasionally use a shipping service outside of Amazon if its a larger order or international.

RM24 and RM48 services purchased through Amazon Buy Shipping used to be included in the VTR rate which was fine as any small problem we had with a shipment was still only a small percentage of the total number of shipments.

It now seems harsh that if 1 or 2 mistakes are made per month over 1500 shipments then these have a huge impact on our VTR just because most of our orders are now exempt from the VTR calculations?

We will aim to reduce any human errors this side but 77.8 isn't a fair representation of the total number of orders we ship without issue.

As a theoretical example of how current VTR is calculated:

If we had 100,000 orders per month and 99,999 were exempt but we had 1 invalid order because shipping was purchased outside of Amazon and the tracking wasn't accepted, this would be picked up on the VTR and give us a score of 0% (0/1) rather than the old system which would be 99,999/100,000 = 99.99%

Surely this is some sort of oversight?

I've tried calling seller support but I've only been able to get scripted website based responses so far!..

So the emails are still being sent, and even when using Buy Shipping. This really has to stop!!

For some reason my posted items are not registring on Amazon. Have marked a couple by hand and will end up doing the rest i suspect ebay,etsy and my website all working fine with it.

Hi @Seller_gAhPNiLrkfTcr

Can you please help with this order (206-2649502-6841157).

The customer placed an order with us and we dispatched the order to the address that customer provided in the order and tracking show proof of photo and gps but customer state that "it was never received" and left us a negative feedback. Can you please review and help to remove the feedback for us.

Thank you,

Sai

Why am I getting charged after units have been removed from the fulfillment centre please, would anyone be able to explain?

It is just £3.20 in total I know, but if it is important enough amount for them to keep it to themselves, then it is important enough for me to part with £3.20.

I have opened a case ID: 10918418922 to claw it back.

@Ezra_Amazon

Hi Amazon

1. Since Nov 2024 I have sent multiple appeals for a rights owner violation. It was a misunderstanding on my part and have accepted full responsibility.

2. Each time an account health specialist has said its a good appeal, inclusive of root cause, corrective and preventative measures but then it was not accepted.

3. Please can a moderator assist to elevate the documents to a UK internal team.

4. Also, I have had return requests for products sold pre deactivation which amazon has honoured and taken payments from me. These returns are not valid but I am unable to contest them due to account status. My hands are tied as money is being taken from my bank.

Point 4 can not be legal, as I have no means through the platform to contest the payments from my bank.

From my failed efforts to reactivate, I convinced the appeal will never be accepted but I can not just sit and watch money taken from me without an opportunity contest the action

I would like an opportunity to discuss this with amazon outside of the forum.

Kind regards

Kelly

What does the solution 'reconciled' mean for items that are returned with the reason 'damaged by customer' and marked as unsellable?

We sell quilted baby play mats, and have had 2 returned as unsellable with the reason 'damaged by customer'. The solution is marked as 'reconciled'.

What does this mean? Who pays for the damaged item?

Hi all,

I have had a customer return a fake mobile phone today.

I get the impression this isn't the customers first time doing this. They opened a return request stating 'the wrong item was sent', they have then returned a fake mobile phone using Royal Mail Special Delivery, presumably so they have proof of me receiving and it gives the impression that whatever they were returning, they wanted insured.

I have contacted Amazon support, reported abuse & opened a case informing Amazon of this fairly elaborate scam however i have recieved no help whatsoever. I am trying to get ahead of this because i already know for a fact that as soon as i deny refund, or partially refund, the customer will open an A-Z claim and i will no doubt lose the £714.99 i sold it for.

The phone the customer has returned is a fake device with a made up Serial number & IMEI. I have sent pictures of this device to Amazon but they haven't even acknowledged them.

I am unable to open a Safe-T claim and at present am unsure what options i have here, if any?

I am in two minds as to whether to report this to the police as theft. Though i know that doesn't get me my money back...

Any help is greatly appreciated.

Hello,

Amazon deactivated my account and asked from me invoices. That's fair. There are scammer out there. So, what i did is, as a 9 years amazon employee, I sent my invoices. But since i know my company is detail oriented, I added even more details to invoice. First, at the invoice I highlighted the ASIN with a marker. Additionally, I went to brand website and screenshot where it says "THIS SUPPLIER IS OUR OFFICIAL SUPPLIER". Yes, your guesses are correct. That's my supplier :) So, i added that screenshot too to my appeal. Additionally, I went to supplier and asked an email to confirm this product is original and they have agreement of distribution of the product with the brand. So they sent that email, I took a screenshot and added to my appeal. I put all the address, company name and phone number of my supplier to the appeal as well. What amazon did ? Yes, you guesses are correct again : They rejected and said nothing more then : " We have received your request, but we do not have enough information to reactivate your account.You did not provide us with enough information to resolve the issues with your account."

I mean what is enough, really ? Should i go my supplier and take a newspaper on my hand and take a picture while getting the products ? Really i am asking, what is enough ?

Thank you.