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This article applies to selling in: United Kingdom

Valid Tracking Rate (VTR)

Valid Tracking Rate (VTR) measures how often you use valid tracking numbers on your orders. Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. The Valid Tracking Rate (VTR) is a performance metric that reflects those expectations. Below are the requirements for Valid Tracking Rate:


  1. You will have to provide the information mentioned below during dispatch-confirm:
    1. The name of the shipping service provider used for all seller fulfilled orders; and
    2. The tracking ID for seller fulfilled orders that are delivered with a tracked delivery method/shipping service or the unique parcel ID (located above the 2D barcode on the label) in case you use the Royal Mail 24®/48® delivery methods or Royal Mail 1st and 2nd Class delivery methods.
    3. Ensure that you enter the above information as soon as you hand over your package to the delivery service provider, as tracking information normally takes up to 72 hrs for the Valid Tracking Rate report and metric to reflect the changes. Providing tracking numbers post-delivery will be counted as a Valid Tracking Rate defect.
    Refer to the Tracking FAQ help page here for more information.
  2. You will be required to reach 95% Valid Tracking Rate (VTR):
    1. Domestic deliveries: From April 19, 2021, your domestic deliveries through Amazon.co.uk over a rolling 30-day period (that is, if you dispatch from an address in the UK to a delivery address in UK). We will measure the Valid Tracking Rate for Fulfilled by Merchant deliveries at a category level. Valid Tracking Rate will be measured on all domestic orders delivered through integrated delivery service providers including any orders delivered with Royal Mail 24®/48® and Royal Mail 1st and 2nd Class delivery methods. However, please be aware that for calculating Valid Tracking Rate, we can only exclude orders from untracked delivery methods if you provide the name of an untracked delivery method that is identical to one in the Delivery service drop-down menu of the Confirm dispatch page (you can also refer to the carrier and delivery method list here).
    2. Deliveries out of China directly to customers: From August 09, 2021, you are required to use a shipping service provider that is delivery-track-integrated with Amazon for all items purchased on Amazon.co.uk that are dispatched to customers directly from China; and
      • For all orders with a value below GBP 5, including shipping charges, use a tracked delivery method that provides at least one carrier scan;
      • For all packages with a value of equal to or above GBP 5, including shipping charges, use a fully tracked delivery method that provides at least two scans (including a delivery scan/attempt).

      We require a Valid Tracking Rate (VTR) of 95% or more over a rolling 30-day period measured on all your Fulfilled by Merchant packages dispatched from China. We will measure the Valid Tracking Rate for Fulfilled by Merchant deliveries at a category level and per Amazon store (for example, Amazon.co.uk). We may suspend Fulfilled by Merchant offers in a category in that you do not reach a Valid Tracking Rate of 95%. This will neither affect the Fulfilled by Merchant offers in other categories nor your FBA offers. If any of your listings get suspended, you can submit a plan of action and apply for reinstatement by emailing op-pso-vtr-appeals@amazon.co.uk . If your appeal is approved, your Fulfilled by Merchant listings in the affected category will be restored.

      Some acceptable carrier names for CN out-carriers are (case-sensitivity applies) 4PX, China Post, DHL eCommerce, JCEX, SFC, SF Express, Yanwen, Yun Express, WanbExpress, Chukou1, FedEx, UPS, TNT, DHL, CNE, UBI, Equick, Sunyou and YDH.

Note: Ensure that you provide us with the carrier and delivery method names as available in the Seller Central drop-down in shipment confirm page. Using Chinese characters to manually enter tracking information is considered invalid as Amazon currently does not support carrier names in Chinese.

Valid Tracking Rate only applies to seller fulfilled orders.

Note: Performance targets for Premium Shipping orders vary from the above.

Calculate Valid Tracking Rate

To calculate this metric, we take the number of packages you deliver with a valid tracking number and divide it by the total number of packages you have delivered and confirmed. Valid Tracking Rate is expressed as a percentage. For example, if you confirmed delivery for 200 packages, and 190 of those packages delivered with Amazon-integrated shipping service providers had a valid tracking number, your Valid Tracking Rate would be 95% (190 ÷ 200 = .95 or 95%)

We use promised delivery date to determine which orders are included in the performance metric. Your Valid Tracking Rate has a two-week latency period, which allows the data enough time to be statistically relevant.

The following items are not included in the Valid Tracking Rate calculation:

  • Domestic packages delivered by carrier or shipping service provider not integrated with Amazon
  • Domestic packages delivered with untracked delivery services/delivery methods (for example, Stamps/Franking)
  • Digital products, such as audio books
  • International deliveries (excluding orders that are dispatched from China): International packages that are ordered on Amazon.co.uk but dispatched from outside the UK or China
  • Orders that are dispatched using labels purchased on Amazon’s Buy delivery services (also known as MSS), the shipping service provider, delivery method and tracking ID are automatically provided by the delivery services provider to Amazon

From March 31, 2021, you can monitor your category-level Valid Tracking Rate in this dashboard here

Amazon Integrated Carriers

Sellers are encouraged to use carriers from the following lists to dispatch their packages as these carriers provide real-time tracking status to Amazon. This helps reduce buyer contacts and improve seller feedback ratings. We currently support tracking information as verified by the following integrated carriers (case-sensitivity applies): For Domestic shipments: Amazon Shipping, APC, Arrow XL, DHL Parcel UK, DPD, DX FREIGHT, ePost Global, GLS, Hermes, Parcelforce, Royal Mail, TNT, UPS, Whistl, Yodel, Tuffnells, AO, APC Overnight

For China-out shipments: 4PX, China Post, DHL eCommerce, JCEX, SFC, SF Express, Yanwen, Yun Express, WanbExpress, Chukou1, Fedex, UPS, TNT, DHL, CNE, UBI, Equick, Sunyou, YDH

Viewing Valid Tracking Rate metric and report

  • To view your Valid Tracking Rate metric:
    • From the Performance menu, select Account Health.
    • Locate Deliver performance section and click View details.
    • You can see your VALID Valid Tracking Rate metric here. Note that only orders included in your current Valid Tracking Rate defect report are counting against your metric. If the report contains no orders, it means that all your orders have a valid tracking.
  • To download the Valid Tracking Rate defect report:
    • Click Download report in the Deliver performance section.
    • Filter by carrier, product category or both.

Allow 72 hours for the report and metric to reflect any updates.

Edit tracking information

Before the delivery date, you can edit order tracking information.

  1. Go to Orders, and then Manage Orders.
  2. Check Order ID is selected for Search, enter the order ID and click Search.
  3. Once you’ve found the correct order, click Edit shipment and provide the revised tracking information.
  4. Reconfirm the order.

Allow 72 hours for the report and metric to reflect the changes.

Best practices to successfully upload tracking information

  • Tracking number – Verify:
    • You entered the tracking number correctly and on time (before delivery).
    • You did not leave the tracking information blank.
    • You did not enter special characters (such as punctuation), which our system cannot recognise in the tracking information.
  • Carrier name – Verify:
    • You selected a carrier and delivery service, if applicable, from the drop-down menu in the Manage Orders page.
    • Confirm multiple order dispatches with feeds
    • You entered the correct carrier name
      • If the carrier name is misspelled, entered in a different language or contains any extra words, the tracking will be marked as invalid.
      • If you confirmed dispatch on the Manage Orders page, check that you have selected a carrier and shipping service from the drop-down menu on the page.
        Note: Only manually add a carrier name in the free-form text field “Other” when the carrier you are using is not present in the drop-down.
    • The carrier name you entered is associated with the tracking number you entered
      • For example, if you use Royal Mail to deliver a package, but enter “DPD” as the carrier name, the tracking will be marked as invalid.
  • Dispatch confirmation and update:
    • Make sure to confirm/update the tracking information before the order is delivered.
      • If the tracking information is confirmed/updated after the order is delivered, that means the buyer was not able to track the order. This is not useful to the buyer, and the order will not count toward your Valid Tracking Rate metric.

FAQ

Which Royal Mail delivery methods are included in Valid Tracking Rate calculations?

We require parcel IDs or tracking IDs for all Royal Mail delivery methods, including delivery confirmation delivery methods, such as Royal Mail 24®/48® and Royal Mail 1st and 2nd Class small and medium parcel. If you are using a Royal Mail product that does not have a 2D barcode, ensure that you contact your Royal Mail account manager, or contact Royal Mail here , to set up these services before August 8, 2021. It may take up to 10 days to have these services set up. If you are not eligible for Royal Mail 24®/48 and deliver only letter-sized products (100 g, 24 x 16.5 x 0.5 cm), select Stamps/Franking from the drop-down.

How do I obtain parcel ID if I use Royal Mail 24®/48®?

If you use Royal Mail 24®/48® to deliver your packages, then you must provide the unique parcel ID, located above the 2D barcode on the label. This will allow us to provide customers with a delivery scan event. If you are using a Royal Mail 24®/48® product that does not have a barcode, please ensure you contact your Royal Mail account manager, or contact Royal Mail here, to set up these services. You will not be able to dispatch-confirm an order using a Royal Mail 24®/48® delivery method unless you’ve provided the parcel ID.

Are scan events provided for Royal Mail 24®, Royal 48®, Royal Mail 1st Class and Royal Mail 2nd Class?

Yes. If you are using a Royal Mail 24®, Royal Mail 48®, 1st Class or 2nd Class product that offers a delivery confirmation, Amazon will receive this once the product is scanned on delivery. This will provide visibility to sellers, customers and Amazon of delivery. If you are using one of these products without a barcode, please ensure that you contact your Royal Mail account manager, or contact Royal Mail directly, to set up these services. You will not be able to confirm dispatch of an order using a Royal Mail 24®, Royal Mail 48®, 1st Class or 2nd Class delivery method unless you provide the parcel ID.

Are Royal Mail 1st or 2nd Class stamps considered for Valid Tracking Rate?

Postage stamps are not a tracked service. If you are delivering your orders using an untracked delivery method, you are not required to provide us with a tracking ID for domestic and cross-border deliveries.

Can I confirm seller fulfilled orders without inputting a tracking ID?

You can dispatch-confirm orders without a tracking ID for untracked delivery methods. Tracking IDs are required for all orders delivered with a tracked delivery method. Additionally, you must provide us with the tracking IDs from Royal Mail 24/48, Royal Mail 1st and 2nd Class delivery methods.

What happens if my shipping service provider fails to scan my packages?

  • Speak to your shipping service provider: Try and find a resolution with them. You should also review your labels to ensure you are using the right delivery method and that labels are being printed correctly.
  • Check your tracking/parcel ID: Always make sure you or your integrator provides the correct name of your shipping service provider, the shipping service used, and the tracking or parcel ID. You may receive a Valid Tracking Rate warning as a result of low scan rate. However, we will validate “unscanned” tracking or parcel IDs with the integrated delivery service provider prior to suspending your offers in the affected category. Your offers will not be suspended if you have provided valid IDs, including for all parcels that have not been scanned by the carrier. This includes delivery confirmation only delivery methods (for example, RM 24 / 48 or 1st Class 2nd Class). As mentioned in FAQ 3, postage stamps and other untracked services are not taken into account when measuring your Valid Tracking Rate.
  • Buy Shipping: Consider using Buy Shipping, which allows you to buy shipping labels through the Seller Central interface. With Buy Shipping, the shipping service provider, delivery method and tracking ID are automatically provided by the shipping services provider to Amazon, and all tracking IDs received by Amazon through Buy Shipping are considered valid. In the UK, DPD, Hermes, Amazon Shipping and Royal Mail delivery methods are available through Buy Shipping. You can access Amazon-negotiated rate cards or, for Royal Mail, you can link your accounts to benefit from your own rates. For more details on how to use Buy Shipping, go to Use Buy Shipping services.

What are the benefits of providing tracking information?

Providing valid tracking numbers can have a number of benefits:

  • Fewer buyer contacts: Reduce the amount of time you spend answering delivery-related questions.
  • Decreased order defects
  • Protection from A-to-z Guarantee claims: Without tracking, you may not be able to defend any “Order not received” A-to-z Guarantee claims.
  • Improved seller feedback ratings: Buyers tell us that being able to track their packages is one of the main reasons to leave positive feedback.
  • Reduced lost shipment costs: If a package is lost in transit, you can use tracking to find out where it was lost and then determine responsibility.

Can I confirm seller fulfilled orders without inputting delivery service provider name, delivery service?

No. You will not be able to dispatch-confirm orders without inputting an acceptable delivery service provider name. For more details on acceptable delivery service provider names and how to provide a delivery service provider name during dispatch-confirm process, go to Tracking FAQ. Delay in dispatch-confirming orders can affect your Late Dispatch Rate (LDR) which may lead to account suspension (find more details here). Also, Amazon will automatically cancel orders when seven days have passed since the expected dispatch availability date if you have not yet dispatched and confirmed dispatch (find more details here).

What should I do if I do not use an integrated shipping service provider or use self-delivery?

If your preferred delivery service provider name is not appearing in Seller Central drop-down on the dispatch-confirm page, use shipping service provider name as “Other” and provide us the name of your non-integrated delivery service provider and delivery method. Please also provide us with the tracking information if available so that customers can still track their orders through the delivery service provider website. Orders sent through non-integrated delivery service providers will not be considered while calculating Valid Tracking Rate performance. For more details on acceptable delivery service provider names and how to provide a delivery service provider name during dispatch-confirm process, go to Tracking FAQ. If you deliver orders through your own logistics, please select “Self Delivery” as the carrier name from the Seller Central drop-down on the dispatch-confirm page.

I am unable to dispatch-confirm a shipment despite entering a correct tracking ID.

If you use an integrated delivery service provider, please ensure that you enter the tracking number correctly, and that you confirm the order according to the guidelines. For additional details, go to Tracking FAQ.

If you are unable to dispatch-confirm despite entering a correct tracking number, please ensure that you’ve selected the correct delivery service against your delivery service provider. If the issue persists, please select “Other” as delivery service/delivery method and leave the “Delivery service” text box as blank to dispatch-confirm the order and contact Selling Partner Support for help. If you are dispatch-confirming through bulk feed or APIs or integrators, please leave the delivery method as blank to dispatch-confirm the order and contact Selling Partner Support for help.

I am unable to dispatch-confirm an order despite entering a carrier name.

If you are unable to dispatch-confirm due to an error in carrier name input, please provide us with a carrier name/code as below –

a) When using Seller Central, select the carrier name from the drop-down list. If your preferred carrier name is not listed, please use “Other” and enter the carrier name manually in the text box.

b) When using bulk feed, please enter the “carrier code” against each line item. If you mention “Other” in the “carrier code” field, please provide an input for the “carrier name” field. Please ensure that the “carrier code” you provide matches the list of carriers available in the Seller Central drop-down. A detailed instruction on how to use bulk feed can be found here: https://sellercentral-europe.amazon.com/gp/help/G641.

c) When using integrators, please configure your integrators to provide us with the carrier name. If you have not already configured your integrator to provide these fields, we recommend that you contact your integrator to understand how to share carrier name while confirming orders. Please ensure that the “carrier code” you provide matches the list of carriers available in the Seller Central drop-down. If you use an integrator and want to learn about how to provide this information, go to the Delivery Request Details page: https://docs.developer.amazonservices.com/en_US/merch_fulfill/MerchFulfill_Datatypes.html#ShipmentRequestDetails

d) When using Buy Shipping, there is no action required. We automatically collect data on the carrier and delivery method used through this system.

I dispatched a Whistl parcel via a third-party carrier, for example, Yodel. Which carrier should I select in the drop-down: Yodel or Whistl?

As you are dispatching your parcels via Whistl, select Whistl as the carrier name from the drop-down, regardless of which 3rd party carrier is doing the final mile delivery to the customer. You should still select Whistl even if you have been given a 3rd party carrier tracking ID for your order, for example, a Yodel tracking number.

Will my selling on Amazon account be suspended if the Valid Tracking Rate drops below 95% in one category?

If you do not provide 95% Valid Tracking Rate as required by the policy, all Fulfilled by Merchant offers in the impacted category may be suspended. This will not affect the Fulfilled by Merchant offers in other categories or your FBA offers. If any of your listings get suspended, you can submit a plan of action and apply for reinstatement by emailing op-pso-vtr-appeals@amazon.co.uk. If your appeal is approved, your Fulfilled by Merchant listings in the affected category will be restored.

If my orders do not reach 95% Valid Tracking Rate, when will I be suspended?

For domestic orders, you are expected to meet 95% Valid Tracking Rate from 19 April, meaning that we will review the first 30 days’ delivery performance on May 19, 2021. From 19 May, you may receive an email notification if your Valid Tracking Rate does not meet 95% at the category level in the last 30 days. The affected selection may be suspended in the category level if 95% in the last 30 days is not met. To reinstate suspended selection, you will need to submit a plan of action, which will need to be approved. If any of your listings get suspended, you can submit a plan of action and apply for reinstatement by emailing op-pso-vtr-appeals@amazon.co.uk.

What is the policy for cross-border deliveries?

For example, if you are a UK based seller delivering to customers in the EU, you are not required to provide tracking information unless you are using a tracked delivery method. When you select your carrier and delivery method, you will be prompted to provide the tracking ID if the delivery method is tracked.

My delivery service provider does not provide tracking IDs. What should I do?

In case you are using a tracked delivery method, we recommend that you contact your delivery service provider and provide us with the tracking IDs. If you are using an untracked delivery method, you are not required to provide us with a tracking ID for domestic and cross-border deliveries.

Are partially tracked delivery methods accepted as valid tracking IDs to calculate Valid Tracking Rate for Domestic orders?

If the delivery method receives at least one scan it will be considered valid for the purposes of measuring Valid Tracking Rate.

Which are the full track delivery methods for CN-out deliveries?

Below are some of the carrier and delivery method combinations that provide a full track service for CN-out shipments:

Carrier name Delivery Method Name
4PX 4PX-Global Express
4PX-PostLink priority Registered Mail-Li
4PX-PostLink Standard Registered Mail-Li
4PX-PostLink Standard2 Registered Mail-Li
4PX-PostLink Economy Registered Mail-Li
4PX-PostLink Economy SRM Registered Mail-Li
4PX-PostLink priority Registered Mail-NOLi
4PX-PostLink Standard Registered Mail-NOLi
4PX-PostLink Economy Registered Mail-NOLi
4PX-PostLink Economy2 Registered Mail-Li
China Post China Post EMS
China Post ePacket
China Post Registered Airmail
China Post e-Courier Packet
China Post e-Courier Priority
Chukou1 CK1 Super Line (built-in battery)
CK1 Super Line (general cargo)
CK1 Standard Line (built-in battery)
CK1 Standard Line (general cargo)
CK1 Economy Line (built-in battery)
CK1 Economy Line (general cargo)
CK1 Special Line with Sea Freight Service
CK1 Clothing Line
CK1 Large Item Line
DHL DHL Express
DHL eCommerce PLG-Parcel International Direct Goods
PLT-Parcel International Direct-Standard
PPS-Packet Plus International
SF Express E-Commerce Registered Parcel-Standard
E-Commerce Registered Parcel-Economy
E-Commerce Registered Parcel-Special Line
E-Commerce Express Standard
E-Commerce Express Priority
E-Commerce Express CD
E-Commerce Registered Parcel-LA
E-Commerce Registered Parcel-LU Post
Standard Express
Economy Express
SFC SFC Global Line-no battery
SFC Global Line-with battery
WANB EXPRESS WANB EXPRESS
WANB Smart Track
WANB Post – Smart
Yanwen Yanwen Direct Line Express General
Yanwen Direct Line Express Special
Yanwen Air Track Packet General
Yanwen Air Track Packet Special
Yanwen Air Register Mail General
Yanwen Air Register Mail Special
Yun Express YunExpress Global Direct line (standard )-Tracked
YunExpress Global Direct line with Battery-Tracked
YunExpress Global Direct line non Battery-Tracked
YunExpress JP Direct Line
YunExpress DE SRM Direct Line
YunExpress ME Direct Line
YunExpress ME Direct Line-DDP
JCEX Jia-Packet
EUB
Europe-DHL
Europe-DPD
Europe-UPS
UPS Worldwide Saver
UPS Worldwide Expedited
Fedex IE
Fedex IP
TNT
JP International Express
US International Express
YDH YDH Express Service
YDH Standard Service
YDH Economy Service
Sunyou Sunyou Packet Registered
Sunyou Packet Registered (General)
Sunyou Packet Plus Registered
Sunyou Express Registered
Sunyou Express Registered(General)
CNE AM-CNE Priority Express
AM-CNE Standard Express
AM-CNE Economy Express
AM-CNE Promotion Express
AM-CNE Global Tracked Packet

Valid Tracking Rate (VTR) FAQ

For more information, go to Valid Tracking Rate FAQ.

Tracking number FAQ

For more information about tracking numbers and tracking IDs, go to Tracking FAQ.


Valid Tracking Rate (VTR)


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