VTR issues again
Woke up this morning to find VTR issues
Premium VTR is 96% showing 8 orders with invalid VTR but this is incorrect
My overall VTR is 99% with 1 out of 1200 invalid which happens to be a Parcelforce tracking which is Valid.
Tomorrow i will wake up to find the premium will go as it will trigger this to be under the metric.
any help @Spencer_Amazon
VTR issues again
Woke up this morning to find VTR issues
Premium VTR is 96% showing 8 orders with invalid VTR but this is incorrect
My overall VTR is 99% with 1 out of 1200 invalid which happens to be a Parcelforce tracking which is Valid.
Tomorrow i will wake up to find the premium will go as it will trigger this to be under the metric.
any help @Spencer_Amazon
53 replies
Seller_ZQyopdiwkUHOZ
Premium VTR is supposed to be 92% now. There seems to be some question as to whether they've configured this right though, as some sellers are finding their Premium Shipping is still being denied even after getting back to 100% or N/A for now shipments in window.
EDIT - it's OTDR that was reduced, not VTR.
Seller_IVuzF5F26xipN
i had the exact same thing, 12 orders, bought through buu shipping posted on friday and delivered on saturday, absolutely perfect but they are on the error report and my premium delivery eligibility removed, absolute joke, 3 days they reckon to fix it, didnt even get an email saying it had been removed i just happened to notice it
Seller_TX7yhVegrfOrA
Had a Seller help update which actually was transparent
"Hello from Amazon Selling Partner Support,
Thank you for contacting us regarding your Valid Tracking Rate (VTR) concerns.
We would like to inform you that there is currently an ongoing issue with the integrated carrier system. Please note that if you have scan events on the external carrier website (for an integrated carrier) and if the order is appearing as defective in your VTR report, this will not be used for enforcement calculations.
In case you need to submit a Plan of Action (POA), please inform the team that there is an ongoing issue with the integrated carrier.
Our technical teams are actively working to resolve this issue. We appreciate your patience and understanding during this time.
Thank you for selling with Amazon.
Best regards,
Amazon Seller Support"
TaylorR_Amazon
Hi @Seller_TX7yhVegrfOrA, I've seen a few sellers report this in the US, but this is the first I'm seeing elsewhere. If you have spoken with Seller Support and provided a list of the related order IDs, please let me know that case ID. I will investigate.
TaylorR_Amazon
Hello @Seller_UdCB3aWxjRwo9, I have escalated this on your behalf and will keep you updated when I hear from the team.
@Seller_s32wPsLAL7ift, what are the order IDs? I'm unable to access your case. Thank you in advance.
Seller_sNKeKyNyAszcJ
Hi Taylor.
I am encountering this same issue - two orders flagged with VTR defects, despite them having been sent on time with Royal Mail Special Delivery, correct tracking info uploaded on time and tracking showing correct next day delivery.
My VTR % is now below the minimum so I'm quite concerned.
The two orders are: 026-8463938-9430745 and 204-2420233-7438763
I spoke to seller support via chat yesterday and unfortunately they were not very helpful. Refused to acknowledge a glitch/ issue but the case it still open. Case ID: 11586579312
If there's anything you can do, that would be much appreciated.
Seller_s32wPsLAL7ift
Hi @TaylorR_Amazon Below are the orders that are currently on the VTR report despite having valid tracking:
026-5994219-5615533
206-1610819-8201129
203-7885683-5367528
206-6616987-8635563
203-2184598-9375531
203-4342862-3924367
026-2618442-9221908
206-6645953-2970760
206-1453509-5483548
206-6645953-2970760
206-7578913-7404364
026-2866802-7258743
206-8339362-1474719
Seller_UdCB3aWxjRwo9
I suspect this has something to do with the new way they're calculating the premium delivery requirements. Are all yours affected premium delivery orders FBS? They're all saturday or friday "to be delivered by" orders too for us. The metrics are recalculated on the monday so I dont think Amazon's system is grabbing the courier's updates fast enough (just a hunch anyway).
Seller_TX7yhVegrfOrA
Hi
They didn't ask for the ID's just that response what i posted and ive heard nothing since,
The order IDs are
026-3679899-3961122
203-5988207-9452366
205-3586961-3681169
203-1952819-9793121
Seller_TX7yhVegrfOrA
yes all mine was sent Friday deliver Saturday. There's clearly glitches in the system as i see some not eligible with 96% and as of today mines 93% and eligible but padded by 1 day.
Seller_UdCB3aWxjRwo9
yes, we're seeing the same. exactly as you described with padded days. All premium sent friday for Saturday deliveries. Their system is obviously not grabbing the tracking quick enough for it to count on the monday, 2 days later.
Seller_ZQyopdiwkUHOZ
Hang on, is it always the Friday dispatch for Saturday deliveries?
Is it that specific day for everyone?
Seller_UdCB3aWxjRwo9
yes, always friday-sent orders for next day deliveries for the saturday. the thing is the amazon system has always been a bit slow to draw in all delivery updates from all couriers and count for all metrics. Sometimes taking around 3 days to extract the tracking and count for metrics.
When i heard that they were changing the way premium delivery FBM metrics were measured from a 30 day period to a 7 day period I thought it was fantastic but had a tiny bit of dread about wether the system would update fast enough. Ideally it would be a 7 day period measured from 2 weeks ago (not the previous 1 week).
The system, I think, either needs to be faster to update tracking to metrics or the 7 day time period needs to be a bit more "previous". I think we may do what you do and turn off Fridays for premium deliveries if this continues which would be a shame as we're a gift company who jump on the bandwagon of the last-minute-shopper offering personalised and next day.
TaylorR_Amazon
Hello @Seller_sNKeKyNyAszcJ, I see that the team is currently researching your case. Let's wait for the outcome before escalating further.
@Seller_s32wPsLAL7ift, I have escalated your case to the partner team.
@Seller_TX7yhVegrfOrA, thank you for the order IDs! May I have the case ID as well?
Thank you all for making progress with the Friday/weekend order theory!
Seller_sNKeKyNyAszcJ
They're both FBS.
One was non-premium, ordered/ sent on Thursday, delivered on Friday.
One was premium, ordered/ sent on Friday, delivered on Saturday.
Seller_ZQyopdiwkUHOZ
I'm developing a theory that there is a specific problem with Amazon's system when it comes to recording that a Saturday delivery occurred. Several people in this thread has specified that it's Friday shipments that were delivered on Saturdays.
We don't have ours active after the Thursday cut off time, so that would explain why it isn't a problem for us.
It could be either that Amazon are not checking Saturday info because Saturday deliveries didn't used to be a thing, or it could be that Royal Mail are treating Saturdays differently, so the system is slower in acknowledging the delivery and so Amazon is getting the info late, after they're already flagged as errors.
