@Seller_XUNeUuvrQDpgP@Seller_mIRnuhdx7l5sN@Seller_j9Bd91CW3ZVpr

Case - 10876617182

Since the VTR update we have been having issues with Inx[ress/Yodel's system sending the wrong courier name/service through which in turn doesn't show as valid tracking.

We were unaware of the issue until our VTR rate started dropping. We found the issue was the above and Inxpress/Yodel are in contact with their developers to fix it.

Since our tracking numbers are valid and have been scanned showing they are valid within the dispatch times. Should our VTR % be corrected? The issue wasn't caused by us?

It's VTR Valid Tracking Rate. Not if its not picked up by our system we will class it as invalid tracking rate?

If we can prove we dispatched the orders on time via a supported courier with dispatch and delivery scans we should be able to be helped?

I understand it might not be Amazon's issue, it might be Yodel's issue but generally both blame each other and we are stuck in the middle trying to mediate between the two whilst being told off by Amazon for having a low VTR.

Thank you in advance for reading and hopefully someone can help!

I recently had my account suspended because my valid tracking rate (VTR) had fallen to 80% - even though I cut and paste the tracking number from the Yodel shipping label, and it has always been close to 100% previously. I realised that Yodel have recently started including a dash / hyphen in the tracking number on their labels - which they didn't do previously, when I compared. Maybe because they have recently been taken over?

The Yodel tracking tool (which is integrated with Amazon's systems) doesn't recognise the tracking number if the dash / hyphen is included, but it does work if you remove it.

I explained this to Amazon in the appeal I submitted and was reinstated the next day. Removing the dash each time I copy and paste now seems to have fixed the problem.

Just thought I would flag this in case anyone else is having issues with their VTR and uses Yodel to send out their items.

We use Yodel service via 3rd party for approx 40% of our orders, and have been using this for few years without an issue until last few weeks.

Since 17th February we have started to notice our VTR has started to drop from 100% gradually down to 80% now. We have downloaded the report and checked all tracking numbers listed in the report are related to yodel. We have ran the tracking numbers mentioned in the report on Yodel's website directly and they are all showing delivered and showing full parcel journey on Yodel's website, hence not sure why amazon system is picking it as "doesn't have Valid Tracking"

Please can anyone from Amazon support team assist with this ?

We have logged a case with amazon explaining this, but only go the message " our internal team is looking into this" and it's been over 5 days we have not had a response and the rate is constantly dropping and is concerning.