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Valid Tracking Rate (VTR) Amazon Integrated Carriers List Not Accurate
We have been facing a roadblock from Seller Support regarding our Exempted shipments list for VTR. The carrier we use is The Delivery Group (TDG), they have insisted they are integrated with Amazon, and they appear on the Valid Tracking Rate (VTR) FAQ (https://sellercentral.amazon.co.uk/help/hub/reference/G202014610) as a carrier that provides tracking information to Amazon.
However, when we try to ask seller support why our VTR is N/A the response is that The Delivery Group (TDG) is not an integrated carrier, therefore the shipments are exempted. They refer to the Valid Tracking Rate (VTR) policy (https://sellercentral.amazon.co.uk/help/hub/reference/G201817070) and insist only the carriers there are integrated. On occasion they have also turned around and said we have not dispatched any orders in the last 30 days which can be clearly dismissed if they just checked our order history or even the 100% On-Time Delivery Rate which I don't understand how it's achievable if there are no "Valid tracking numbers".
The ludicrous thing is that the list provided there are mainly German carriers. No Royal Mail? No Yodel? No Evri? Why are sellers in the United Kingdom being encouraged to pick from a list of German carriers?
For reference the list shown in the policy is the below:
For Domestic deliveries: Deutsche Post, DHL, DPD, ePost Global, GLS, Hermes, RIECK, UPS, Emons, Cargoline, DB Schenker, Kühne&Nagel, DSV and Rhenus.
It is a major issue as seller support use this policy as a reference point, and refuse to engage in any discussion regarding addressing the issue as the policy does not include The Delivery Group (TDG).
I am posting here as there is no other place to escalate this and hope you can investigate and correct this obvious error in the policy as well as provide some insight as to why all the shipments are exempted@Spencer_Amazon@Julia_Amazon@Ezra_Amazon@Sakura_Amazon_ @Sarah_Amzn @Simon_Amazon@Winston_Amazon
Case ID's are: 10090756022, 10091072042, 10090973472, 10121024892, 10128010322, 10131119332, 10130989522, 10345737562.
8 replies
Seller_ZJhFeE3tNKzfh
It shouldn't come as a surprise but clearly the list of 'Domestic Deliveries' on htat page have been pulled from Amazon DE help pages. It wouldn't surprise me if you find the same list on all AMazon Europe help pages.
It also shouldn't come as a surprise that Seller Support don't have a clue about VTR. They never have.
THat being said - I always thought that a VTR of N/A was fine but I see your point that amazon do say that The Delivery Group are an integrated carrier.
How are you actually marking down the carrier and service though when confirmingh despatch?
Looking at our confirm shipment dropdowns, it should be...
Carrier... The Delivery Group
Service... ETrack / Milestone DSA Large Letter / UTrack / Yodel 24 / Yodel 48 / Other
IF you deviate from the above - that could explain your issue. For example if you uploaded it as The Delivery Group (TDG)
Seller_76AUwmqvSyRIM
As @Seller_ZJhFeE3tNKzfhsaid, Seller Support are clueless regarding VTR, do not waste a minute more contacting them.
Reply to @Seller_ZJhFeE3tNKzfh’s questions and take it from there.
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