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This article applies to selling in: Canada

Valid Tracking Rate (VTR)

Valid Tracking Rate (VTR) measures the percentage of seller-fulfilled orders that have a valid tracking number. Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. VTR is a performance metric that reflects those expectations.

VTR policy requirements

Beginning June 30, 2022, all non-FBA sellers in the Amazon.ca store must maintain a VTR equal to or greater than 95% at a product category level.

A VTR below 95% in a product category will result in:

  • Restrictions on your ability to sell seller-fulfilled items within that category or categories, without affecting your seller-fulfilled offers in product categories that meet the VTR requirements or your FBA offers.
  • Loss of eligibility to participate in premium shipping and guaranteed delivery. For additional information, go to Enrol in Two-Day Shipping.

If any of your listings are suspended, you can submit a plan of action and apply for reinstatement to op-pso-vtr-appeals@amazon.ca . If your plan of action is approved, your seller-fulfilled listings in the affected product category will be restored.

How to maintain a healthy VTR

  • Purchase shipping labels through Amazon’s Buy Shipping services.
  • Choose carriers from the drop-down menu that are integrated with Amazon, listed below. These carriers provide real-time tracking status to Amazon.
  • Verify that the carrier name, shipping service and tracking ID are entered correctly and belong to the same carrier.
  • Confirm, and update if necessary, the tracking information before the carrier delivers the package. If the tracking information is confirmed or updated after the package is delivered, that means the customer was not able to track the order. This is not useful to the customer and it will impact your VTR metric.
  • For packages shipped from China with a value and shipping charge equal to or above CAD 6.00, ship and confirm the package with a carrier that offers fully tracked shipping options.
  • Tracking IDs need to have at least one carrier scan to be valid.
Note: Using Chinese characters or special characters to manually enter tracking information is considered invalid, as Amazon currently does not support these.

Tracking number validation

Beginning June 30, 2022, Amazon will validate tracking details (including carrier name and tracking ID) for all seller-fulfilled packages and show warnings for invalid tracking details. However, this change will not apply to items excluded from the VTR calculation.

You will need to provide the following information when confirming a shipment:

  • The name of the carrier
  • The specific delivery service used for each of the seller-fulfilled orders
  • The tracking ID for seller-fulfilled orders that are shipped with a tracking method

How VTR is calculated

To calculate VTR, we take the number of packages you ship with a valid tracking number and divide it by the total number of packages you have shipped and confirmed over a 30-day period. VTR is expressed as a percentage. We use the promised delivery date to determine which orders are included in the performance metric.

  • For example, if you confirmed shipment for 200 non-exempt packages in the last 30 days, and 190 of those packages had a valid tracking number, your Valid Tracking Rate would be 95% (190 ÷ 200 = 0.95 or 95%).
    • For packages shipped from China, we will consider a valid tracking based on the following criteria:
      • All packages with a value and shipping charge below CAD 6.00 must use a trackable shipping method that provides at least one physical scan* by the carrier.
      • All packages with a value and shipping charge totalling or above CAD 6.00 must use a fully trackable shipping method that can provide at least two scans (including a delivery scan or delivery attempt).

*A carrier scan is a scan the carrier performs to show the package is in transit.

Amazon-integrated carriers

Sellers are encouraged to use carriers from the following list to ship their packages, as these carriers provide real-time tracking status to Amazon. This helps reduce customer contacts and improve seller feedback ratings. Carriers that are integrated with Amazon are shown in the drop-down list on the Confirm shipment page. Some carrier names in Canada are case sensitive.

Note:

If you manually add a carrier name in the free-form text field “Other” and that carrier is integrated with Amazon, your tracking will be marked as invalid. You must use the drop-down menu to select carriers who are integrated with Amazon.

The following integrated carriers can be used for fulfilling orders that are shipped from China:

4PX DHL SF Express
China Post UBI WanbExpress
Chukou1 JCEX Yanwen
CNE SFC Yun Express

Singapore Post

Note: Using Chinese characters to manually enter tracking information is considered invalid, as Amazon currently does not support carrier names in Chinese.

Exemptions from VTR calculation

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

  • Heavy and bulky items shipped by a carrier not integrated with Amazon.
  • Small and light items, such as screen protectors and greeting cards, that have an order value less than CAD 30.00 (including shipping charges) and are shipped using Canada Post Standard Mail envelopes or First-Class Mail envelopes.
  • International shipments shipped from China that have order value less than CAD 6 (including shipping charges).
  • Digital orders that cannot be physically shipped by a carrier (such as audio books).
  • International shipments shipped from outside of the US and China.

VTR metric and report

You can view your VTR metric on the Shipping Performance page.

You can also find your VTR metric by following these steps:

  1. From the Performance menu, select Account Health.
  2. Click the Shipping Performance link at the top.

Only orders included in your current VTR defect report count against your metric. If the report contains no orders, it means all of your orders have valid tracking.

To download the VTR defect report:

  1. Click Download Report in the Valid Tracking Rate section of the Shipping Performance page.
  2. Filter by carrier or product category.

Please allow 72 hours for the report and metrics to reflect any updates.

VTR Order Summary report field descriptions

  • Tracking ID: The tracking number or ID you entered on Seller Central, which is provided by the carrier.
  • Has valid tracking: If the order has valid tracking, “Yes,” if not, “No.”
  • Has tracking ID: If you entered a tracking number or ID, it will say “Yes,” if you left this field blank on Seller Central, “No.”
  • Package value: Price of the package (including shipping charges), which will help you know if your package was exempted from VTR calculation or requirements of carrier scans.
  • Any physical scan from carrier: Check the “How VTR is Calculated” section above for more details on requirements. “Yes” if scans are present, “No” if they aren’t.
  • Delivery scan or attempt: Check the “How VTR is Calculated” section above for more details on requirements. “Yes” if scans are present, if not, “No.”
  • Origin country: The country that the package was shipped from.
Note: If you entered tracking information or edited this after the delivery was made, the “Has valid tracking,” “Any physical scan from carrier” and “Delivery scan or attempt” columns will say “No.”

Valid Tracking Rate (VTR)


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