Ongoing VTR Issue – DHL eCommerce Tracking Being Misclassified as DHL by Amazon System
Hi @Ezra_Amazon
New forum post as requested
We’re currently experiencing a persistent issue with Amazon incorrectly classifying tracking information for orders shipped via DHL eCommerce.
We fulfill our orders through Veeqo, which is fully integrated with Amazon, and we always select “DHL eCommerce” as the carrier at dispatch. However, Amazon is incorrectly mapping this to “DHL”, which results in all affected orders being marked with an invalid tracking status and negatively impacting our Valid Tracking Rate (VTR).
Key Facts:
We are selecting DHL eCommerce from the dropdown in Veeqo (confirmed by their engineering team).
All our affected orders are showing “DHL” on Amazon’s side, not “DHL eCommerce”.
This issue is impacting 100% of the orders on our VTR defect report.
Amazon has already acknowledged a similar issue with Yodel, so it appears to be a broader system issue affecting multiple carriers.
We’ve provided Amazon support with screenshots, order history, and confirmation from Veeqo, yet we continue to receive generic responses stating we selected the wrong carrier.
VTR defects showing up despite using the correct carrier via an integrated system like Veeqo?
We’d appreciate any feedback from others, and hopefully this helps surface what appears to be a technical issue on Amazon’s side.
Thanks in advance,
18 replies
Seller_GFH88sQvPEDFd
Yes we have a case open for this, case number 10905968782, opened on the 9th March, no resolution.
Orders shipped via Veeqo, some orders shipped exactly the same way do not show on VTR as 'not valid tracking number' for same period. All orders have valid tracking and delivered.
Started end of February.
Obviously not a seller issue so why does it take so long to resolve? It should be rectified immediately then investigated, not the other way around.
Seller_40ozsHlGqPuEL
It seems VTR is no longer fit for purpose.
Seller_dFnoq5dR43wpY
post.1 week already waiting to resolve same DHL and Yodel both not recognised. 50% valid shipping despite all delivered on time. Amazon isn't doing enough for sellers but if was a buyer this will be resolved in 1h. Shame!
Seller_ffDSmJ9POyrBl
Facing the same issue when using DHL, have opened a case two weeks back and still waiting for someone to reply!
Ezra_Amazon
Hi @Seller_VljcWSwxyb3V5,
Sorry for the late response on this thread. I wanted to give you a quick update:
I've escalated your issue internally and I'm waiting to hear back from our partner team. I'll let you know as soon as I get any news.
Also, thanks to all the other sellers who chimed in about having the same issue. That really helps us get a better picture of what's going on and supports our investigation.
I'll keep you posted!
Best, Ezra
Seller_ohiPwfvHlCZTn
We have a similar issue with our OTDR being impacted for DHL shipments. The report shows DHL as the carrier with no Actual Delivery Date, yet if you check the Tracking ID on DHL's site the parcel is delivered.
The support agent on case 10963165022 stated that this is because the parcel is not being scanned. I argued that it must be scanned otherwise the parcel could not be delivered and would not show on the tracking portal as delivered.
There is a glitch within Amazon's system that is not correctly talking to the DHL system.
This needs sorting quickly as it's seriously affecting our performance and sales......
Seller_9bUu6lJA98vUi
This is also massively affecting us.
We have dropped to around the 50% mark and it is seriously affecting our sales in what should be our busiest period of the year.
Please help.
Have also created a case (10976741972) after being pushed from seller support to Account Health and back numerous times.
Seller_FCBbKzXTYerx4
we also have 100% VTR failure with DHL tracking ID and lost premium delivery availability
We use local DHL shipments in the UK, on Amazon there are 3 DHL options [DHL, DHL eCommerce, DHL Parcel UK]
We have tried using different variations and all seem to return 0% valid tracking ID even though the tracking ID is valid and trackable via DHL
We responded to the performance notification advising that the tracking numbers are valid and provided the actual DHL tracking URLs that show the tracking ID and live delivery status and the request is rejected
"Please provide the root cause for invalid tracking ID and steps you will take"
The root cause for invalid tracking ID is because the system is broken, tracking IDs are valid and I provided proof they are.
Unable to resolve case or ship with local DHL UK
Seller_76AUwmqvSyRIM
I'm having the DHL website update Seller Central and this is what they record. It works for VTR.
Seller_GUUQVytVF4zKO
We ship via DHL eCommerce and we're experiencing the same issue.
Our VTR is down to 60% and it is impacting our sales without a doubt.
We have 'DHL 24' set as our preferred shipping service in our shipping settings and offer a next-day delivery for any orders placed before 2pm. However, I've noticed that our promised delivery date visible to customers on our listings is currently showing as Wednesday, 16 April (today is 11 April). I'm sure our promised delivery date is being pushed out due to this VTR error.
I have also created case ID 11004804642 with seller support, who have advised that the issue has been forwarded to your internal team for investigation.
Seller_ffDSmJ9POyrBl
Im having the same issue, My VTR is down to 43% due to this. I using DHL ecommerce and then DHL 24, but its not validating it i guess
Seller_uFB5BvvhC8HAT
hi Ezra,
We also raised case 10972507672 for the same issue. Is there any update? Like others here we are attempting to tweak the shipping service to match what Amazon are expecting to see. Our VTR is low yet we are still using the carriers we always used. We're keen to see some resolution to this please.
Ezra_Amazon
Dear Sellers,
Thank you all for bringing this critical issue to our attention.
I want to assure you that the partner team is actively working on it. Here's what I can share at this time:
- Amazon is aware of the widespread nature of this problem affecting multiple sellers using DHL services.
- The technical team is investigating the root cause of the discrepancy between Amazon's system and DHL's tracking information.
- All case numbers you've provided have been noted and escalated to the relevant teams for further investigation.
I will provide updates as soon as we have more information.
Best, Ezra!
