Bought shipping for royal mail - not updating? Suspended now
I buy my shipping through amazon for Royal Mail and use 1st class small parcel. My orders are all marked as shipped and none as delivered even 6 months on?
I had a couple of A-Z claims and my account was temp suspended and i have to show proof of delivery. I have included a list of all tracking/reference numbers for recent orders , ive added an action plan to show i will use a different courrier in future as it seems royal mail are not scanning parcels. Ive learnt i should have asked them to scan when dropping off to at least have some back up myself to show ive left them there. An item 2 weeks ago i know is delivered as i spoke to the customer outside of amazon , when i go to royal mail track and trace and add the reference number its not marked as delivered? I know 1st class small parcel is not a fully tracked service but it always says when it is delivered when you add the number or it used to last year when i was selling with Etsy and would try track.
I am submitting all the information i have , i am explaining why to my knowledge its not updating and why i cant show proof of delivery and i have had same response to my appeal 10 times.
Ive acknowledged where i have gone wrong and said what i will do going forward to prevent this but no, same response each time.
How can i provide proof of shipping for labels bought through amazon for royal mail if neither side are updating tracking / status ?
I am lost and dont know what else to do
67 replies
Maja_Amazon
Hello HarperandHenryCo!
I am happy to look into your case. Can you provide me with the order ID when you used Buy Shipping and got ODR defect?
Thanks in advance!
Maja
Seller_avqUkcNYRwrTY
All my orders bought through amazon for royal mail are all marked as shipped and maybe 2-3 out of a whole years worth says delivered.
Ill give you a sample order ID for one ive spoken to customer of its
Order ID: # 203-2393247-3232324 and she confirms she has it. This one when you enter the tracking number on royal mail site it says
An update will only be provided when we attempt to deliver your item
This is what each one says when i enter the reference numbers on the label generated by amazon
My VTR is always 100% its now ive had a couple of A-Z claims i am being asked for proof of delivery i dont have as i thought sending with amazon labels would update itself .
Seller_7VbclcPFFRTnc
this happened previously 6 months ago too
but they were asking for business info too at that point
Seller_avqUkcNYRwrTY
yes i sent all that , all my LTD and companies house stuff and was all fine but my orders were still marked as shipped not delivered and it wasnt a problem
Seller_7VbclcPFFRTnc
just to state, on amazon, when you use RM, the order status doesn’t change on the manage orders page to ‘delivered’ it just remains as Shipped
I think some other couriers say delivered - but not RM
the problem then isn’t what amazon are looking at on your orders page - its actual defects ie negative feedback and A-Z claims
what was your handling time set to ?
and whats your ODR ?
Seller_avqUkcNYRwrTY
my ODR was 5% but as my shop has been off a month and no orders coming in to even out the % over a 6p day period its 9% now . My VTR and on time tracking is 100% , i have no violations or very have , my account is saying healthy .
But my reply i get when submitting appeal and action plan is the same each time - asking
We do not have enough information to reinstate your account.
Why is this happening?
We are not able to confirm delivery of your recent seller-fulfilled orders. Please provide us evidence of delivery or verify that currently uploaded tracking information is correct. Tracking information may be provided in the Manage Orders section of your seller account.
I cant provide tracking on those orders are the tracking info would have been automatically added by amazon when i buy my shipping?
It says on the benefits of shipping
Negative Customer Feedback: If you ship on time with tracking via Buy Shipping, and the buyer leaves seller feedback solely related to delayed or undelivered packages, you can request to have the feedback reviewed. If approved, the impact of the feedback is removed from your Order Defect Rate, and the buyer’s comment will be displayed with a strike-through and the statement: The fulfilment issues associated with this order were not due to the seller. To find out more, see Can Amazon remove feedback I received?
The customer feedback policy ensures sellers are only responsible for shipping their products on time and are not penalized for delays out of their control.
A-to-z Guarantee claims : If you purchase Amazon’s Buy Shipping and ship on time, you are protected against a-to-z claims where a customer reports problems with delivery. Those claims will not affect your Order Defect Rate but you are still responsible for the financial loss of these claims.
Seller_avqUkcNYRwrTY
thats meant to say at top 60 DAY PERIOD
Seller_7VbclcPFFRTnc
whilst I agree that negative feedback should be struck through and defects removed from A-Z claims where you have bought shipping from amazon, there is more going on here
ALL your feedback bar one, is negative - with most struck through - and even the 1 positive states that you rectified a delayed delivery
What was your Handling time as this is something you need to focus on in your appeal
Seller_avqUkcNYRwrTY
amazon said email customers and ask for positive feedback ( within the policy of how we ask ) so i did this but as deactivated no messages have sent.
I dont know how to ask for reviews , i myself never leave reviews unless bad so assume most are the same. I desperately need to get these scores up but dont know how to encourage sellers to leave reviews
Seller_7VbclcPFFRTnc
forget asking for reviews and feedback - that won’t make any difference now
you need to answer what your handling time was set to as that will need to be reflected in your appeal
Seller_7VbclcPFFRTnc
so presumably its ODR and not VTR
have you checked the tracking of these parcels to ensure they haven’t been delivered ?
how many have you sent to say that None have been delivered ?
where have you been dropping them ?
when the first complaints of non delivery came through, did you upgrade to signed for or fully tracked ?
Seller_7VbclcPFFRTnc
looking at your feedback, there is something quite wrong as you are only on 25% and they all state that their item hasn’t arrived / arrived very late - and most of them are struck through as you used BS which means in reality , you are only on about 5%
whats your handling and transit times set to and are these realistic as you sell in handmade ?
your etsy store is also currently off - is it the same issue there - in which case it could be a problem with your PO ?!
Seller_NoMNQDGnEW5Bx
Ok so someone orders from you at say 3pm Tuesday, talk me through what process you take - timings etc?
Seller_tRuvBEHDedp4q
First when you say you are using Amazon Buy Shipping - are you invoiced by Amazon or have you integrated your RM Business Account with Amazon and get invoiced by RM?
If invoiced through RM - are you printing the end of day report/manifest when you take your parcels to the PO so that they can scan it?
If you cannot dispatch within 1 working day then you must set handling time to a higher value - something you can dispatch in. Do not buy your shipping labels until the day you are actually sending the order.
For now you may want to consider sending Signed or Tracked. You may have to put your prices up to compensate but better a few lost orders due to pricing than having to refund so many and it impacting your Amazon account.
Seller_NoMNQDGnEW5Bx
Just to add though, if you send everything 1st class small parcel via buy shipping, your VTR would be N/A not 100% because nothing is tracked (all exempted) so do you send anything else via tracked methods?
