On Time Delivery - Affecting our Listing lead times

Hello Mods,

I'm looking for some assistance regarding our OTD rate, currently it's dropped to 42% from previous highs. However, upon further investigation, we can see that the majority of the issues relate to our DX Freight shipment - prior to our account being properly integrated, which we believe to now be fixed.

We have/had supplied tracking for every order and looking at a sample of 15 orders, i can see they were all delivered on time with proof.

I've attempted to raise this with seller support, but yet to have a response - given the urgency of the matter as it's affecting our delivery times (and thus our sales) I would appreciate some support on the matter.