Hello fellow sellers,

I'm writing this post out of sheer frustration and concern regarding a persistent issue we've been facing with Purolator Canada tracking on Amazon. We currently have over $30,000 in A-Z claims directly related to Amazon's system errors. Here's a detailed account of the situation:

1. **Amazon's System Tracking Failure:** Amazon's system has been unable to accurately track shipments sent via Purolator. This has led to significant confusion and errors in our delivery process.

2. **Delayed Fix:** We were initially informed that this issue would be resolved by June 3rd. However, it remains unresolved, and the impact on our business continues to grow.

3. **Suppressed On-Time Delivery Rate:** Amazon is aware of the issue and has suppressed the on-time delivery rate metrics. This makes it difficult for sellers to gauge the actual performance and take corrective actions.

4. **High Order Defect Rate:** Due to the high number of A-Z claims stemming from this issue, our Order Defect Rate has skyrocketed. Despite being aware of the root cause, Amazon is unwilling to remove these ratings in a timely manner.

5. **Approved Carriers:** Purolator is still listed as an approved carrier on Amazon's website, adding to the confusion since the tracking issues seem to be partly related to carrier integrations.

6. **Amazon's Solution:** The only solution Amazon has offered is for us to purchase shipping directly from them. This seems like a way to protect ourselves from their system issues, but it's an added cost and not a true resolution.

7. **Appeals for A-Z Claims:** We're unable to appeal A-Z claims for items not delivered because support staff only see an invalid tracking number. This is incredibly frustrating as it leaves us without recourse.

8. **Support Staff Issues:** Calls to Amazon support often result in being hung up on, and the staff appears poorly trained to handle these issues. This lack of adequate support is very concerning.

9. **Unresolved Cases:** We currently have cases that have been unresolved for over 45 days, remaining in a "transferred" status with no progress. As sellers, we are also customers, and this level of service is unacceptable.

10. **Refund Deductions:** For the claims we have been able to appeal outside of the A-Z claims using support cases, Amazon has subtracted an admin fee from the refund amount, adding insult to injury.

11. **Reevaluating Selling on Amazon:** Given the lack of support and the ongoing issues, we're seriously questioning whether it's worth continuing to sell on Amazon. The risks and operational headaches are starting to outweigh the benefits.

Considering the significant impact on our business, we are also beginning to question if legal recourse might be necessary to address these persistent issues and seek proper resolution.

I'm reaching out to the community for support and advice. Has anyone else faced similar issues? How are you managing this situation? Any tips on how to navigate these challenges would be greatly appreciated.

Thank you for taking the time to read this. I hope together we can find a way to address these concerns.

Best regards,

Bill