Valid Tracking Rate score is inaccurate
Can someone help me with the valid tracking rate score? I have my seller account connected to royal mail click and drop, which automatically updates amazon when I dispatch something and uploads the tracking number. Yet amazon keep messaging me saying my valid tracking rate is below what is necessary, every single thing I send has a tracking number! I’ve tried to open a case with amazon twice about this, once with online chat and the associate said they understood my problem and will resolve it, and the second time (because the associate did not resolve the problem) via email and that resulted in a cut and paste answer that I needed to provide tracking, which I do! What am I doing wrong? Has anyone else had this problem? Thanks
0 replies
Seller_7VbclcPFFRTnc
What code are you using in click and drop?
The only ones acceptable for VTR are CRL
and BPL for parcels ONLY
Seller_80LguxxWLOqlR
Just picking up on this thread and I guess this has been talked about quite abit. More so because the process and systems are not completely clear. Also when you change a process us sellers might need a little bit of help to get us back on track. I sell 2nd hand books of low value and up until now have posted them out either 1st or 2nd class. So not tracked as the cost of this would put me at a loss. I have now had my account suspended for 2 weeks (which is crippling my business) as I try to liase with Amazon to get is reinstated or the very least get some help. The main customer service agents just push you to email the address below.
So I am under the 95% limit and when I write to op-pso-vtr-appeals@amazon.co.uk: ask for help I just get the stand terms and conditions/policy (which is helpful going forward but not right now when trying to get my accoutn back up an running)- no proper help to get me back on track.
My key thing I am trying to clarify is when sending a parcel via 1st or 2nd class royal mail are they expecting a VTR number. An if yes how do you get this?
Seller_ae51e0CJoHqCX
If it is possible to switch to Amazon buy shipping by linking your Royal Mail account.
There are many threads about this on a daily basis and it is a pain if you have a lot of different marketplaces but to be honest I prefer the amazon buy shipping over click and drop, I have remained at 100 percent since switching over and had zero issues with it.
In fact some of the shipping options such as Hermes appears and this has had cost savings for me as well as preventing surcharges from Royal Mail since using literal weights instead of average weights.
The VTR is probably not inaccurate, it is based on the system counting the vtr as successful delivery scans for Royal Mail on click and drop whereas when you buy shipping on Amazon it records it as a successful VTR whether the parcel gets scanned or not.
There are many instances were Amazon say that you follow the policy lines it won’t affect metrics but sometimes on a technical level we all know that this is a conflict.
I have A-Zs go against me with full GPS tracking delivery scans, Issues with DHL tracking codes that Amazon say should work but don’t that wreck my premium delivery metrics. Many instances whereby the workarounds and advice just simply does not work. Therefore reluctantly using another service maybe the answer rather than have the hassle of going backwards and forwards with cases and Amazon getting in touch.
Seller_80LguxxWLOqlR
I take you point. Does feel like us sellers need to be lawyers;)
Not really contesting how good the comms are (I am sure you have no issues with this policy and most people understand it and are able to adapt accordingly ), more about moving forward now - appreciate that I now need to comply which was the point/sentiment of the email.
I will go back and try again stipulating more clearly that I will comply with the policy (though I thought that ‘commence full compliance with your new 2021 instruction’ was a reasonable indication’.
Appreciate your help for now…
Seller_f6b3Tk8KSNX2A
Hello @foxylady,
Thanks for posting your concern.
I understand that you need help on Valid Tracking Rate(VTR) metric.
Valid Tracking Rate (VTR) measures how often you use valid tracking numbers on your orders. Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. The Valid Tracking Rate (VTR) is a performance metric that reflects those expectations.
Further,
If you use Royal Mail 24®/48® to deliver your packages, then you must provide the unique parcel ID, located above the 2D barcode on the label. This will allow us to provide customers with a delivery scan event.
If you are using a Royal Mail 24®/48® product that does not have a barcode, please ensure that you contact your Royal Mail account manager, or contact Royal Mail here, to set up these services. You will not be able to dispatch-confirm a shipment using a Royal Mail 24®/48® delivery method unless you’ve provided the parcel ID.
Also, If you are not eligible for Royal Mail 24®/48 and deliver only letter-sized products (100 g, 24 x 16.5 x 0.5 cm), select Stamps/Franking from the drop-down.
For more information on the Valid Tracking Rate(VTR) click here.
Regards
Venessa
Seller_jbELWMjaJsT4d
I have had a conversation today with Royal Mail (in fact I have had a number of conversations with a number of people from Royal Mail)
I explained to RM that we had a number of shipments that although they have been given tracking numbers from the RM48 and RM24 service these have never been validated by Royal Mail as they had never scanned the parcels and have never updated the information on their tracking page to show when the item was delivered
If I enter any of these tracking numbers onto the RM tracking page I get the same message
saying I will get more info when RM have delivered my parcel.
I have also been informed by Royal Mail that as far as they are concerned, they don’t have to scan any parcels that are sent on the 24 or 48 hour service unless you pay for the tracked and signed service. I have also been advised by Royal Mail that the numbers that is referred to as a tracking number for these services are actually not tracking number. So even though these numbers are referred to as tracking number, and that this is the number you are asked to enter when tracking your parcel to confirm it has been delivered. according to Royal Mail you are not entering a tracking number.
In addition i was also advised that the numbers that are allocated to these shipments are not really for use by customers, they are in fact only for internal use by royal mail
If the information I have received from RM is accurate, this means that the only way You are going to be able to ensure your tracking numbers do all get validated is for every one to use at the minimum the Royal Mail Tracked and signed service on the 24 and 48 hour services.
If this is the case, it is going to cause significant increases in carriage costs for a lot of sellers, especially any sellers of low margin items
