VTR - self delivery? Other? Get suspended to find a solution
After a long series of tests and several contacts, tickets and calls. We found that for orders being fulfilled through our own delivery network will always go onto the VTR report.
We followed advice for using “other” and “self-delivery” for carrier and shipping method without tracking IDs (as we don’t offer them) and unfortunately found that neither option presented by Amazon support and AMs worked. Despite policy also documenting that these orders should be exempt from the VTR report.
The latest solution provided by Amazon was to wait for the suspension and then appeal. From there we would be told what we can do to resolve.
Has anyone out there had any success with stopping self-deliveries appearing on VTR?
We’re at the point where we’re now being informed that sales will be suspended, that we need to spend money and time to get them re-listed and to then be able to find out what a solution would be. Seems crazy as we want to resolve the issue before it happens.
17 replies
Seller_7VbclcPFFRTnc
again @Jessica
Amazon have put an option on the shipping confirmation page that is a legitimate option yet for some reason it classed as invalid
Seller_xhCUl2O8ij8P2
Hello @adabab,
Thank you for reaching out to seller forums.
From your post I understand that you are facing some issues with your valid tracking rate metrics due to your own delivery network.
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.
We would highly recommend you to avoid any issues that may take the account to higher action as its simple to be solve initially.
For more information about Valid Tracking Rate policy you may click here.
Regards,
Mona
Seller_DROodOAYHftnc
This is absolutely ridiculous - they have done nothing wrong.
Directing the OP to the policy really doesn’t help either as most of us have read it so many times we could almost quote it verbatim !
Seller_l78koE9kGCu59
That sounds insane. Surely getting suspended to then appeal is causing unnecessary stress and will have terrible effects on everyone’s mental health and wellbeing!
I’ve got a similar (ish) issue which is currently with Seller Support. Mines is the transaction was cancelled by the customer via Customer Service after the label had been printed and tracking uploaded.
So even though I have done nothing wrong I now have a VTR error showing on a catagory I don’t sell a huge amount in at this time of year.
However I do in the later months and being suspended for doing nothing more than actioning a refund requested via Amazon (so they can see the communication history for themselves from their internal system) has caused harm to my account standing.
Hopefully Seller Support come through and ammwsnd the VTR for me and issue confirmation of what seller’s do in this ‘not-so-unusual’ situation.
Seller_qs0SIvVwguCY5
As mentioned by @The_Little_Shop there is now an option to select ‘Self Delivery’ on the first drop-down when dispatching.
Might be worth editing one of your orders already sent to this, and see if it drops off from the VTR invalid report within 72 hours or so. If it does edit all of them, and use this option moving forwards.
Seller_PUgTge8LPB8FY
The suspensions may have begun. See:
Seller_GONywvgrS2MHc
I don’t self-deliver however I do use a Royal Mail untracked service. These orders appear in the VTR report but should not, as with self-delivery. I have taken to documenting the ones that should not be in their report as per their rules and opening a case for them to be removed. I do this every time I get an email saying my VTR is below 95% and just report the new orders that should not be there.
This enables me to quote these cases to the Account Health team when they phone up to try and suspend you. You have to be very robust with the Account health team, their targets differ from you and seller support. Ensure they accept the report is inaccurate so they cannot suspend you and do not let the operative go without confirmation as their desire is to complete their tick box tasks without care for your income.
Good Luck.
Seller_ATuN59NWPkObT
Been using Royal Mail First Class Stamps / Franking for a few weeks now as all my Items are low value…But a waste of time, my VTR rate is 3.97% , everything is shipped the same day,at a loss with what to do to get the VTR rate up…
Seller_NoMNQDGnEW5Bx
I self delivered 4 orders since the drop downs came in and ‘self delivery, self delivery’ came back invalid
These were before the recent changes and have since dropped off due to the dates so things may have changed but…
