To Whom It May Concern,
I’m writing to escalate a critical issue affecting our account's performance on Amazon. We fulfill orders from Europe to the USA via DHL Express under Amazon’s FBM program, but Amazon's system fails to recognize our DHL tracking numbers. This has left us without a valid tracking rate, negatively impacting our Valid Tracking Rate (VTR) and Order Defect Rate (ODR).
Impact on Our Business:
• Customer Confusion and False Claims: Customers are seeing the message “Your item may be lost” on their Amazon portal, which is prompting false "Item Not Received" claims. This occurs even though DHL tracking confirms delivery. As a result, we’re facing a significant increase in unjustified claims.
• Account Health and Lost Sales: These false claims have increased our ODR, causing us to lose our Featured Offers and severely impacting our sales and account health.
After a month of back-and-forth with Seller Support, the issue remains unresolved. I am requesting an escalation to a team that can address the root of this problem and restore accurate tracking validation for DHL Express.
Thank you for your attention to this urgent matter. Please can anybody help with this issue?
Regards,
gregory
