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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 need to provide the information mentioned below during dispatch-confirm:
    1. The name of the shipping service provider used for all merchant-fulfilled orders; and
    2. The tracking ID for merchant-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.
    Please 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 shipments: From 19 April 2021, your domestic shipments through Amazon.co.uk over a rolling 30-day period (i.e. if you dispatch from an address in the UK to a delivery address in UK). We will measure the Valid Tracking Rate for merchant-fulfilled shipments at a category level. Valid Tracking Rate will be measured on all domestic shipments 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 shipments 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 shipment page (you can also refer the carrier and delivery method list here).
    2. Shipments out of China directly to customers: From 09 August 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 shipments 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 merchant-fulfilled packages dispatched from China. We will measure the Valid Tracking Rate for merchant-fulfilled shipments at a category level and per Amazon store (e.g. Amazon.co.uk). We may suspend merchant-fulfilled offers in a category in that you do not reach a Valid Tracking Rate of 95%. This will neither affect the merchant-fulfilled 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 merchant-fulfilled 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: Please 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.

Calculating 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 shipment 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 (e.g. stamps/franking)
  • Digital products, e.g. audio book
  • International shipments (excluding shipments that are dispatched from China): International packages that are ordered on Amazon.co.uk but dispatched from outside the UK or China
  • Shipments that are delivered using labels purchased on Amazon’s Buy Shipping services (also known as MSS), the delivery service provider, delivery method and tracking ID are automatically provided by the delivery services provider to Amazon

From 31 March 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 deliver 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: Arrow XL, DPD, DX FREIGHT, GLS, Hermes, Parcelforce, Royal Mail, TNT, UPS, Yodel

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 & report

  • To view your Valid Tracking Rate metric:
    • From the Performance menu, select Account Health.
    • Locate Delivery Performance section and click on view details.
    • You can see your 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 on Download Report in the Delivery Performance section.
    • Filter by carrier and/or product category.

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

Editing Tracking Information

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

  • Go to Orders, and then Manage Orders.
  • Check Order ID is selected for Search, enter the Order ID and click on Search.
  • Once you find the correct order, click on Edit shipment and provide the revised tracking information.
  • Re-confirm the shipment.

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’ve confirmed your shipment 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.
  • Shipment confirmation and update:
    • Make sure that you 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 8 August 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 that 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 a shipment 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 shipment of an order using a Royal Mail 24®, Royal Mail 48®, 1st Class or 2nd Class delivery method unless you’ve provided 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 shipments 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 merchant-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 that you are using the right delivery method and that labels are being printed correctly.
  • Check your tracking/parcel ID: Always make sure that you or your integrator provides the correct name of your shipping service provider, the delivery 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 merchant-fulfilled orders without inputting delivery service provider name and shipping 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 shipping 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 the shipment (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 Shipment confirm page, use shipping service provider name as ‘Other’ and provide us with the name of your non-integrated shipping 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 shipping service provider name during dispatch-confirm process, go to Tracking FAQ. If you deliver shipments through your own logistics, please select ‘Self-delivery’ as the carrier name from the seller central drop-down on the Shipment 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 shipping service provider. If the issue persists, please select ‘Other’ as shipping service/delivery method and leave the ‘Delivery service’ text box as blank to dispatch-confirm the shipment 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 shipment and contact Selling Partner Support for help.

I am unable to dispatch-confirm a shipment 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, please 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, see 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.

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

If you do not provide a 95% Valid Tracking Rate as required by the policy, all merchant-fulfilled network offers in the affected category may be suspended. This will not affect the MFN 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 merchant-fulfilled listings in the affected category will be restored.

If my shipments 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 19 May 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 shipments?

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 shipments?

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 shipments?

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) FAQs

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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