Hi,
Can anyone please help or point us in the right direction. Is there a specialist escalations team or contact email to help resolve our problem? Has anyone experienced this before? Thank you so much in advance.
Sorry for the length of this message.
• Our problem:
Despite being granted exemption from Valid Tracking Rate (VTR) in July 2023 (Case ID 8840550782), our FBM furniture listings (on Amazon.co.uk) were deactivated on May 21st 2025 “due to low Valid Tracking Rate”.
We have spoken with Account Health, who advised we submit an appeal. However, the two appeals have been declined, each citing that “to avoid low VTR and potential deactivation, we should use one of Amazon’s integrated carriers”. No acknowledgement that our FBM furniture offerings are exempt, even though we included the aforementioned case ID in our appeals.
After the failed appeals, Account Health advised that we should contact Seller Support in a new case ID and request that they confirm the exemption - even though exemption was, and still is, confirmed in a previous case ID(!!). Upon speaking with Seller Support, they stated that they can not confirm exemption if it has already been confirmed in a different case ID.
We are at a complete loss and don’t know who to turn to, to get our case resolved.
• Our exemption from VTR:
The reason we were granted exemption from VTR in July 2023, is because the heavy and large (non-palletised) freight we send, is too large and heavy to go via any of Amazon’s UK integrated carriers. Therefore orders are self-delivered using our own logistics. Deliveries are arranged and booked in directly with the customer, so that they know exactly when to expect it, including a 3 hour time time slot on the day. As this is an arranged booking service, "tracking" is not available. It is a white-glove delivery service, with detailed POD photos taken with each delivery.
Since using our own logistics, we have all but eradicated customer complaints and A-Z claims which would be related to transit damage or lost packages using alternative carriers.
Yet despite exemption from VTR and demonstrating excellent delivery performance and positive feedback, our listings have been deactivated.
• Seller Support to date:
We currently have an open case (ID: 11148219922) with Seller Support which has been a “Work in progress” since 27th May. The case addresses all of the above with much back and forth via chat and phone calls. We were assured via the latest chat (on 3rd June) this would be escalated as “high priority” with an internal team. Yet we have not received any updates or resolution, and it has been 17 days since we created the case, and 23 days since our listings were deactivated. We are growing incredibly anxious.
We are a very small business, and the business supports me and my family which includes 2 very young children. This is our livelihood. And each day our listings are deactivated is costing us and our business dearly.
If an Amazon community support member is reading this, please find I have copied a snippet of Amazon’s VTR article below with the clear reference to VTR Exemptions using self-delivered shipments and own logistics - see the last bullet point:
VTR exemptions
- As per Amazon's VTR FAQ and help article:
https://sellercentral.amazon.co.uk/help/hub/reference/G201817070
"We don’t calculate VTR for the following Fulfilled by Merchant shipments:
* Cross-border shipments below £20: Shipments to and from Germany, France, Italy, Spain, the Netherlands, Portugal, Poland, Austria, Sweden or Belgium below £20 (including shipping, excluding VAT) are exempt from VTR if shipped using a “letter” method.
* Untracked Royal Mail 1st and 2nd Class Letter stamps and franking are exempt from VTR if purchased through Amazon Buy Shipping (at no extra cost).
* Digital products such as audiobooks.
* Self-delivered shipments (that is, shipments that are delivered using your own logistics)."
Thank you to anyone who can help or tag someone who may be able to assist and help resolve this.
Best wishes,
Marion
