AZ messages to Buyers for lost packages

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Seller_vJnX2dMmNFGpp

AZ messages to Buyers for lost packages

Looking for a solution to these confusing messages AZ sends buyers. We are a FBM seller, 90% of our orders are below $30 and do not require valid tracking numbers. We ship via USPS. Amazon sends tracking update messages to buyers saying "the order is running late but will still arrive" or "the order was lost and the buyer should request a replacement/refund". Also, the tracking number AZ shows to the buyer is the order AZ number, etc. Obviously, buyer messages back to me are numerous and escalated in nature. Why would AZ be sending these when they know the policy is no tracking is required on orders under $30 all-in? Why are they confusing their customers with inaccurate tracking update messages when they know there is no tracking number on the order? Is anyone else in the same boat and if so, how did you correct it?

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Tags:Seller fulfilled, Shipping, USPS
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Seller_XSqPquQH4FvW1

They send these messages when they don't see tracking. I have had customers tell me that they received one of these messages from Amazon telling them their package was lost when they had actually received it.

Just one more service Amazon is providing for you.

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KJ_Amazon

Hello @Seller_vJnX2dMmNFGpp I am following up on your question about tracking-exempt shipments.

Can you share more details on your tracking-exempt shipments? Are the shipments following the guidelines for tracking exemption?

The following items are exempted from VTR and will not be included in the VTR calculation:

  • Small and flat packages, such as screen protectors and greeting cards, that cost less than USD 10 (including shipping charges).
  • Shipped by USPS.
  • The shipping service is "USPS Standard Mail envelopes” or “USPS First Class Mail envelopes" from the drop down in the shipping service field in Seller Central.

Valid tracking rate FAQ: My product costs less than USD 10 including shipping and I used USPS as a carrier, why do my orders show up on the VTR report when they should be exempted?

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