VTR defects with DHL Parcel UK – valid tracking & delivered but marked invalid, account below threshold
Hi all,
We are currently experiencing an issue with VTR defects on multiple recent orders, which appears to be caused by a potential Amazon / DHL Parcel UK integration issue.
Orders affected:
204-8664142-8549136 (Tracking: 41903752131440)
202-1174601-1685165 (Tracking: 41903752121987)
204-6608211-6411569 (Tracking: 41903752139823)
All orders have the same characteristics:
Shipped via DHL Parcel UK (DHL eCommerce UK)
Valid tracking numbers provided at dispatch
Confirmed before ship-by date
Successfully delivered with proof of delivery
Tracking pages fully active on DHL website
However, all are being marked as invalid for VTR due to missing carrier scans in Amazon’s system.
Key concern
We have used DHL Parcel UK for years without any VTR issues, and this problem has only started recently, affecting multiple shipments in a short period. This strongly suggests a recent failure or change in tracking data integration rather than a seller performance issue.
Impact
Our VTR has dropped to 92.59% (below the 95% requirement)
These 3 orders are the ONLY defects on the account
Account health is now being negatively impacted in real time
Additional issue
Amazon’s “Investigate VTR” tool fails with a system error when analysing at least one of these orders
A case has been open for 10+ days and is now escalated
Ask
Has anyone else recently experienced VTR issues with DHL Parcel UK / DHL eCommerce UK?
And if possible, could a moderator please review or escalate this, as:
All shipments are valid and delivered
The issue appears to be outside seller control
It is now actively impacting account health
Thanks in advance.
VTR defects with DHL Parcel UK – valid tracking & delivered but marked invalid, account below threshold
Hi all,
We are currently experiencing an issue with VTR defects on multiple recent orders, which appears to be caused by a potential Amazon / DHL Parcel UK integration issue.
Orders affected:
204-8664142-8549136 (Tracking: 41903752131440)
202-1174601-1685165 (Tracking: 41903752121987)
204-6608211-6411569 (Tracking: 41903752139823)
All orders have the same characteristics:
Shipped via DHL Parcel UK (DHL eCommerce UK)
Valid tracking numbers provided at dispatch
Confirmed before ship-by date
Successfully delivered with proof of delivery
Tracking pages fully active on DHL website
However, all are being marked as invalid for VTR due to missing carrier scans in Amazon’s system.
Key concern
We have used DHL Parcel UK for years without any VTR issues, and this problem has only started recently, affecting multiple shipments in a short period. This strongly suggests a recent failure or change in tracking data integration rather than a seller performance issue.
Impact
Our VTR has dropped to 92.59% (below the 95% requirement)
These 3 orders are the ONLY defects on the account
Account health is now being negatively impacted in real time
Additional issue
Amazon’s “Investigate VTR” tool fails with a system error when analysing at least one of these orders
A case has been open for 10+ days and is now escalated
Ask
Has anyone else recently experienced VTR issues with DHL Parcel UK / DHL eCommerce UK?
And if possible, could a moderator please review or escalate this, as:
All shipments are valid and delivered
The issue appears to be outside seller control
It is now actively impacting account health
Thanks in advance.
0 replies
Gary__Amazon
Hello @Seller_Xo6wnH1oJIBca,
Thank you for taking the time to share your experience here on the forums. I understand how frustrating it must be to see your Valid Tracking Rate drop to 92.59%.
To better look into what's happening on your account and understand the specifics of this situation, I would need your Case ID from the support case you mentioned having open. Could you please share that here? If for any reason you haven't opened a case with our support team yet, I'd encourage you to do so by clicking on the "Help" button in the top right corner of Seller Central, then selecting "Get help and resources" and describing your issue there.
In the meantime, I'd like to share some general guidance on the Valid Tracking Rate policy. VTR measures how consistently sellers provide customers with valid tracking information for seller-fulfilled shipments. It is calculated by dividing the total number of eligible shipments with a valid tracking ID by the total number of shipments confirmed over a 30-day period, and the target is to maintain at least 95% in every individual product category. For domestic shipments in the UK, a tracked delivery service is required, and for cross-border shipments equal to or above £20, at least two carrier scans (including a delivery or attempted delivery scan) are needed. If your tracking information needs updating, you can edit it before the delivery date by going to Manage Orders, searching for the order ID, clicking "Edit shipment," updating the tracking details, and then clicking "Re-confirm shipment", changes may take up to 72 hours to reflect in your metrics.
I hope this helps clarify things. Please share that Case ID and I'll be happy to look further into this for you. Wishing you a great rest of your day and good sales ahead!
Gary
