Self Delivery & VTR
Hi,
We use a mixture of DX and delivery on our own vehicles.
We input the tracking ref for DX as soon as it’s supplied to us. However when we deliver it on our own vehicles we obviously have no tracking that Amazon recognises. We mark these as ‘Self Delivery’ for the carrier and ‘Self Delivery’ for the service.
We are still getting a VTR rate of 0.18%. I thought that the self delivery option would be exempt from the calculations?
Please can someone confirm this, or point me in the direction of some further info?
Thanks
Paul
25 replies
Seller_X5YQKuz85Bqj7
We have the same problem, we use a mix of DX and self delivery.
But in our case, Amazon doesn’t even recognize DX tracking! How do you get Amazon to recognize DX tracking?
Seller_NoMNQDGnEW5Bx
My self delivery isn’t working either
Seller_ZhTmf0oiZipGl
Hi,
We use DX for about 95% of our orders and they are all being marked as invalid. I have raised the issue with them several times but they will not explain why. I select DX Freight for the carrier & DX Freight for the delivery service the tracking number begins with an L followed by numbers. It is so frustrating not to know why they will not accept!
At one point our VTR rate went up to 53% and we thought it was starting to work but a couple of days later dropped back down to 1% again they will not explain why.
Any help gratefully appreciated please.
Seller_NomyC7CPovbS4
Just had this back from them:
Hello from Amazon Selling Partner Support,
I understand that your concern is regarding the VTR, wherein, you are using self Delivery option when marking the orders as shipped, however, you are still getting a low VTR score.
In this regard, in order to self ship the product, please be informed that please use delivery 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.
Kindly note that orders sent through ‘Other’ delivery service providers will not be considered while calculating VTR performance.
Along with it, as we can not consider the self delivery option for VTR performance, it may impact your Valid tracking rate.
Please note that a package that does not include verified tracking information will have an “X” in the “No Valid Tracking” column of your Valid Tracking ID report. If you uploaded a tracking number but are seeing it marked as unconfirmed, it might be because of the following:
- The tracking number you provided is incorrect.
- Your tracking number is correct, but it is not associated with the carrier you specified. For example, if you use DHL to ship a package but enter “FedEx” as the carrier name, the tracking information will be marked as unconfirmed.
- The tracking number and carrier name are correct, but you used an unsupported carrier, (or a shipping product that is not integrated with Amazon yet) which we cannot verify and so will not count toward your Valid Tracking Rate metric.
- The tracking number was uploaded after the order was delivered, meaning it was not useful to the buyer and thus does not count toward your Valid Tracking Rate metric.
Therefore, in order to maintain a healthy Valid Tracking Rate:
- Use Buy Shipping to purchase shipping labels
- Use an integrated carrier
- Confirm with Carrier which ship option is tracked
- Verify Carrier name/tracking ID etc.
- Confirm/update the tracking information before the order is delivered
For more information, kindly refer to the below mentioned help page:
https://sellercentral-europe.amazon.com/gp/help/G201817070?referral=A1L7ASKCZHD43F_AED21IAVERR9R
https://sellercentral-europe.amazon.com/gp/help/help.html?itemID=202014610&referral=A1L7ASKCZHD43F_AED21IAVERR9R
Seller_NomyC7CPovbS4
Exactly. I’m just going back to them on those points.
Until they clarify, we’re just going to use other for both delivery boxes and leave the tracking as blank.
Seller_09KaA3XjqoUPw
I used ‘other’ on the self delivery and its counted against my VTR.
Seller_NomyC7CPovbS4
Just had an update, and as expected it’s in the normal Amazon contradictory theme:
Directly from our Amazon Business contact we have - ‘Self Delivery’ is the option you need to use.
Then in an update on the case I’d raised below:
Hello from Amazon Selling Partner Support,
I understand you want to know how to manage your Valid Tracking Rate.
Upon review, orders sent through ‘Other’ delivery service providers will not be considered while calculating VTR performance.
Please use delivery 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.
For more information related to Valid Tracking Rate, please see: https://sellercentral-europe.amazon.com/gp/help/G201817070?referral=A1L7ASKCZHD43F_A336Z9H9UR0VZF
Valid Tracking Rate FAQ: https://sellercentral-europe.amazon.com/gp/help/G202014610?referral=A1L7ASKCZHD43F_A336Z9H9UR0VZF
So, in summary we are still no further forward. It’s infuriating as when the inevitable suspension comes we will have no way to appeal it as as their own guidance is so contradictory.
Seller_NomyC7CPovbS4
Further update…
Our Amazon Business contact has confirmed to me over the phone that Self Delivery is the option to use, for both the carrier and service. You also need to leave the tracking ref blank.
We’ll see how this plays out in terms of whether these order are exempt from the VTR calcs, but here’s hoping!
Seller_1ATynBzHSqBhc
At the risk of bumping an old thread has anyone had any joy here?
We started off using ‘Other’ but left the other fields empty and that was invalid. We moved to ‘Self-Delivery’ and that was also invalid and lastly we tried ‘Other’ but filled out the other fields (leaving the ID empty).
On our latest report these are now showing as invalid. I spoke to the Account Health team and his advice was to switch to an integrated carrier - likely not an option as much of this goes out on our own vans.
Has anyone found anything that works?
Seller_09KaA3XjqoUPw
Something has changed as our VTR is 100 % again today and I still had some self deliveries in the VTR window . Fingers crossed they sorted that one .
