🚨 CLOSED – Ask Amazon: New VTR Policy update 🚨
Dear Community,
We invite you to join us TODAY for our Ask Amazon Event focusing on the new VTR policy update.
We have updated our Valid Tracking Rate VTR policy for seller-fulfilled orders on the 15th of January, to allow customers to see tracking over a higher number of their orders.
Do you have questions about the recent changes? Then share them with us TODAY, 11th of February 2025, from 9 am to 5 pm (BST). You can post your questions in the comments below and we'll collaborate closely with our partner team to provide answers.
Please note: This event is intended for general questions and we cannot provide advice or feedback on individual cases.
We look forward to addressing your queries!
0 replies
Seller_W0UadCH7lVBVG
Amazon not following own policy (Seller protection when choosing Amazon Buy shipping).
Will Amazon now promise to follow their own policy, and protect Sellers from Negative Feedback, AZ claims etc when choosing Amazon buy Shipping?
Here is your policy, https://sellercentral.amazon.co.uk/help/hub/reference/G200202220?locale=en_GB
And yet, myself and other sellers over the years have had many instances where Buyers have opened cases, been successful, with it affecting ODR despite Sellers using Amazon Buy Shipping.
Please, do something about this, it is wasting time for both Sellers, the Forums and Moderators to go through the whole appeal for something that should be automated and it is in your own policy!!
Thanks
Seller_nJIsCxkWkBGlh
Previously, Amazon claimed to 'validate' unscanned Royal Mail parcels and large letters behind the scenes, so that offers were not suspended as a consequence of Royal Mail's failure to scan items. This was the case regardless of whether the shipping was bought through Amazon or another channel.
That wording has now disappeared from the policy pages, so we need to know immediately whether the policy has changed. Do Amazon still 'validate' unscanned Royal Mail items so that offers are not suspended? If so, is this still the case for labels not bought through Amazon?
It is important that you answer this question because Royal Mail routinely fail to scan items, to the extent that no merchant using Royal Mail will ever have a VTR above 95%.
If the policy has changed and items are no longer validated, then it is now too late for Merchants to make the required changes before enforcement starts. Merchants have already dispatched items that will not have been scanned and will be on their VTR report at the enforcement date. Consequently, we risk having offers suspended due to a policy change you did not announce. If this is the case, will you delay the start of enforcement to give merchants a fair change of meeting the new requirements in time?
Seller_WaCyUpWIeuo3w
Hi, I sell furniture and can't use couriers such as DPD, Evri, Parcelforce etc due to size and weight of a lot the items I sell.
The courier I use is not on the Amazon approved courier list but they do provide tracking numbers and you can track orders online via their website.
These tracking numbers are uploaded to Amazon on each order as required.
My tracking rate (VTR) has fallen in relation to all of these orders in the last month. I'm not sure what else I am suppose to do? I'm pretty sure I am doing everything I need to?
Thankfully I do sell smaller orders via Prime which are trackable via DPD so my VTR isn't 0 but it has dropped to around 70%.
Although my account remains "healthy" I assume at some point this won't be the case and will cause me a problem?
Seller_7jwrjtU66gmxk
Sorry Ezra but that does not answer the question asked
Royal Mail 24/48 have never been exempted - they were 'validated' - exempted means that they will not appear at all on the VTR defect report - so are you now saying all Royal mail 24/48 will actually be EXEMPT from VTR - and not validated ?
also, what about 1st and 2nd Class LARGE letters and PARCELS ? are they now exempt too ? or validated still ?
There is a big difference as EXEMPT would give a VTR of N/A whereas Validated gives a VTR of between approx 0 and 70% depending on what service code you use in Click and drop
Thank you for your question! Royal Mail 24/48 services will be exempted. Untracked Royal Mail 1st and 2nd Class letter stamps and franking are exempt from VTR when purchased through Amazon Buy Shipping (at no extra cost).
And what does this mean - correct spelling for Letters ? I thought you could only buy letters from Buy Shipping ? Can we now buy them elsewhere and type in Letters on the order confirmation page ?
Seller_d8YGbIjNqwFxn
Important are they exempted if buying outside of Amazon via Royal Mail Click and Drop.
They have never been exempted and have always caused VTR to go low if no delivery scan occurs. However Amazon have validated them at a later date before category suspension.
So if buying from Royal Mail Click and Drop are they exempted, validated or not valid if no scan has occurred.
Seller_Nprc5XWvdLYk9
what is the procedure to have a defect removed if incorrectly applied via an A/Z when shipping was bought via amazon and has valid despatched on time scans.
Seller_DlXdFZxY43j9O
Could you let us know why BPL large letter postage purchased through click and drop or veeqo is never valid and drops my VTR regardless of whether a delivery scan took place or not. Royal Mail have stated the issue lies with Amazon and I believe this to be correct as no issue on eBay or elsewhere. will BPL 2nd class large letter be validated behind the scenes as it has been previously?
When will be able to purchase this through buy shipping?
Seller_bU0CeDjXqXijK
We ship from US to UK.
Are these shipments exempted from VAT calculation?
Your new policy states "Cross-border shipments above £20: Shipments to and from the UK..."
So my question is, if the US to UK shipment is exempted or not?
Thanks
Seller_zO8QmZt6Qp9kZ
Previously only Amazon integrated carriers were part of the VTR. Can you advise tracking syntax for any and all carriers in UK? We have had an ongoing issues where actual tracking numbers for a carrier are not getting recognized. In order to prevent any of that affecting businesses after the enforcement starts (25th of February), please share syntax for each of the carriers so everyone can be on the same page!
Seller_Vf10jieAEG9f1
After many attempts to get clarification we were advised that partially tracked cross-border shipments would be valid for VTR. However, all shipments are showing as not valid for VTR despite the tracking showing a carrier scan. Can you please check what we were previously advised is correct?
Also, we were advised that letter format would be exempt but all letters are showing as failing VTR despite a letter format shipping method being entered. Why could this be?
Seller_Nx3Da5XPngGEm
Hello I have a few questions please.
E.g. Julia the Amazon moderator said:
"I´m confirming that cross-border shipments below £20 are exempted from VTR calculations, provided they're sent using a letter method. This includes large letter with Royal Mail. You'll need to use a tracked shipping method for shipments over £20, unless you use untracked Royal Mail 1st and 2nd Class Letter stamps and franking purchased through Amazon Buy Shipping (at no extra cost).
Has this clarified your questions?"
However, other sellers are saying their VTR is still affected despite sending cross-border shipments below £20 using a letter method. Which I presume is under £20 including shipping, ex vat. Is this maybe a technical issue?
Either way, this should urgently be looked at and clarified before the enforcement date.
I have moved all our international over to tracked and put our prices up due to this uncertainty.
Please kindly take a closer look at this, just to be safe.
---
Secondly, the policy page says untracked 1st / 2nd stamps / franking are exempt from VTR if using buy shipping - does this also include Royal Mail 24 and 48?
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Thirdly - the other question people have is if unscanned are still going to be validated behind the scenes still (if not using Buy Shipping). There was no announcement saying this had changed, but it's not mentioned on the policy page anymore. If we can get all these questions answered, that would be really helpful. Any questions answered would be a great start.
Seller_ZJhFeE3tNKzfh
@Ezra_Amazon this isn't difficult. There is one main question that is being asked and asked and asked.
- I use Royal Mail 24/48 and I am buying those labels outside of Amazon Buy Shipping
- I upload into Amazon the tracking number
- Royal Mail scan at best 80% of Royal Mail 24/48 services
- Since VTR came into force, amazon state that they will 'validate' unscanned Royal Mail 24/48 labels and won't suspend the ability to list in impacted categories
- Amazon have removed that policy from their policy pages
So really simple - will amazon still validate unscanned Royal Mail 24/48 purchased outside Amazon Buy Shipping, or not? Note the answer can't possibly be that they are exempt - because the policy doesn't even say that.
if the team you are passing that question to cannot answer - this Ask Amazon is useless.
Seller_Y9fFZ8oEs17ES
Thank you for your question! Royal Mail 24/48 services will be exempted
Will Amazon abide by this or just mark them as invalid as they have done before?
Seller_vufGlJbJ0bgG5
Hi
We ship large items (furniture) and it is impossible to use carriers such as UPS, DPD etc.
Our couriers provide tracking numbers which I always upload but there is no actual scan.
Please could you kindly help with this as I am worried about my account health
Seller_HwaQlgFnhSuGS
Would definately like to know this as it really affects our ability to sell our items on Amazon FBM.
Previously, Amazon claimed to 'validate' unscanned Royal Mail parcels and large letters behind the scenes, so that offers were not suspended as a consequence of Royal Mail's failure to scan items. This was the case regardless of whether the shipping was bought through Amazon or another channel.
That wording has now disappeared from the policy pages, so we need to know immediately whether the policy has changed. Do Amazon still 'validate' unscanned Royal Mail items so that offers are not suspended? If so, is this still the case for labels not bought through Amazon?
If you are no longer validating are Amazon saying that all Large Letter 1st/2nd Class not have to be purchased through Amazon? If so why? The service level is the same, the price is the same, the delivery company is the same.
All of ours are sent Click & Drop which update Amazon and we will not use Buy Shipping under duress, when the delivery service/promise is the exact same, but we are then not able to claim for missing items. Amazon say contact Royal Mail and Royal Mail say we are not their customer, its Amazon. I will not swicth to Buy Shipping which costs the same, yet get less of a service and zero protection. I will lodge a complaint with the CMA before that day happens, as if we have to use Buy Shipping it is frankly bullying and anticompetative.
Ezra_Amazon
Hi sellers,
I notice there's some confusion about Royal Mail shipping methods, so I'd like to share the update from our partner team:
- Untracked RM 24/48 services: These are exempted from VTR (not valid unlike previously) even when they are not purchased through Buy Shipping.
- Untracked Large letters of RM (except 1st class and 2nd class, stamping & franking): Exempted from VTR calculation (not valid unlike previously) even when they are not purchased through Buy Shipping.
- Untracked 1st class and 2nd class letters stamps & franking are only exempted (not valid unlike previously) from VTR calculations only when purchased through Amazon Buy Shipping (at no additional cost).
Please make sure you select the correct shipping method from the dropdown menu for the system to properly process these exemptions.
Seller_W0UadCH7lVBVG
I agree, it's so ambiguous.
I have read his reply several times and still can't work out what the differences are.
If, as we know, RM offer a choice of Large Letter 1st or 2nd Class, then what does 'Except 1st and 2nd class, stamps and franking' actually mean?
Maybe what he/Amazon are saying is it excludes Large Letter 1st or 2nd class IF then are sent with a stamp on it or via Franking Machine?
Seller_HwaQlgFnhSuGS
Its like listening to a politian on a TV panel show. Never getting the answer to the actual question.
I don't want to know 'except'. I want to know about Large letters 1st 2nd Class..... nothing else. Thats the one that is avoided being answered.
Seller_HwaQlgFnhSuGS
That is the question on the table from me..... the answer is just not coming.
Seller_RTJNdLRVf9Zbe
Hi again Ezra,
Reading Note 2 from your reply, am I right in assuming that if I buy 1st and 2nd Class Large Letter postage through RM Click & Drop these will be exempt from the VTR calculation. If this is correct, will this be explicitly stated within the VTR policy update as this seems to be one of the main confusions from reading through the Q&A.
Currently, all of my 1st & 2nd Class Large Letter Click & Drop orders are showing as having invalid tracking numbers.
Alison
Hi sellers,
I notice there's some confusion about Royal Mail shipping methods, so I'd like to share the update from our partner team:
- Untracked RM 24/48 services: These are exempted from VTR (not valid unlike previously) even when they are not purchased through Buy Shipping.
- Untracked Large letters of RM (except 1st class and 2nd class, stamping & franking): Exempted from VTR calculation (not valid unlike previously) even when they are not purchased through Buy Shipping.
- Untracked 1st class and 2nd class letters stamps & franking are only exempted (not valid unlike previously) from VTR calculations only when purchased through Amazon Buy Shipping (at no additional cost).
Please make sure you select the correct shipping method from the dropdown menu for the system to properly process these exemptions.
Seller_7WttAIiaCR7Ty
I feel like I am banging my head on a wall.
Can I carry on using my BPL at no detriment to vtr whether it is scanned or not, as we know RM will never scan 95% of these no matter what we do.
Or is my only option to now use buy shipping for my 2nd class large letters which will cost me more and not give the customer any better tracking info than what they get now!!
What an absolute shambles this is.
Seller_7WttAIiaCR7Ty
Untracked Large letters of RM (except 1st class and 2nd class, stamping & franking): Exempted from VTR calculation (not valid unlike previously) even when they are not purchased through Buy Shipping.
Can you please confirm that if it shows ‘std uk dom_1’ or ‘std uk dom_2’ in shipping service for Royal Mail, will these now be excempt from vtr? Is that what the above statement is saying?
Seller_W0UadCH7lVBVG
I think, he's made a spelling mistake? The word 'not' should be 'now'?
And that the sentence with the words 'Except 1st Class...' was written incorrectly
Do you think it should have been written like this:
"1. Untracked RM 24/48 services: These are exempted from VTR (now valid unlike previously) even when they are not purchased through Buy Shipping.
2. Untracked Large letters of RM (except stamped and franked 1st class and 2nd class): Exempted from VTR calculation (now valid unlike previously) even when they are not purchased through Buy Shipping.
3. Untracked 1st class and 2nd class letters that are stamped or franked are only exempted (now valid unlike previously) from VTR calculations only when purchased through Amazon Buy Shipping (at no additional cost)."
Seller_40ozsHlGqPuEL
The terms "exempt" and "validated" have distinct meanings:
Exempt: When something is exempt, it means it is not included in a certain requirement or calculation. In the context of VTR (Valid Tracking Rate), if a service is exempt, it means it will not be considered in the VTR calculation at all.
Validated: When something is validated, it means it meets the required criteria and is accepted as valid. In the context of VTR, if a service is validated, it means the tracking information provided is recognized and accepted by Amazon, contributing positively to the VTR.
In summary, exempt means the service is not part of the VTR calculation, while validated means the service is part of the VTR calculation and meets the necessary criteria.
Therefore if anyone uses RM24 RM48 is Amazon going to remove the Merchant from Amazon forever?
Please clarify with a yes or no?
Seller_d8YGbIjNqwFxn
Okay this is confusing.
If Royal Mail 24/48 are exempt why are they showing as invalid on my VTR report. They should not show at all is that correct?
Could I ask that the policy is updated to say that Royal Mail 24/48 is now exempt?
I buy mine from Royal Mail click and drop ao perhaps something is amiss and they are showing as invalid?
If it is wrong and Royal Mail 24/48 is not exempt can you please let me know
Seller_40ozsHlGqPuEL
Ok,
Please explain, who and how anyone gets a 95% VTR.
Where and who should we buy shipping from?
Seller_RAXEWLxQ2dbmN
Does the 'except' in the quote below mean that only untracked parcels sent via RM will be exempt from VTR if not purchased via Buy Shipping and untracked letters and LL will not be exempt?
It doesn't bother me too much as I currently purchase all my Amazon postage via Buy Shipping but it would be good to know for future reference.
Seller_vufGlJbJ0bgG5
I think it is only fair that furniture and home categories should be put in an exempted catagory. It is impossible to provide scans due to the nature of carriers that are used to deliver these heavy and bulky items
Seller_dtDzb0clEI627
So much to read through...
All i want to know is what are the new changes to VTR for non-Tracked mail? Do we now need a Royal Mail scan for non-Tracked?
Thanks
