VTR issue, even after having a valid tracking number
Hi,
We received VTR warning on 2 categories although the tracking was correctly updated by us on amazon before the product got delivered. The seller support apparently doesn't support purolator's tracking info anymore. Here are the order id's 701-3507632-9969854, 701-1537499-9408256, 702-7348867-1725848, 701-8143573-3537068, 701-3179018-5738608, 701-7022864-5284205, 701-7654917-8093836, 701-2834458-9504257, 701-7864909-7135437, 702-1237243-0872211, 701-5027353-0343408, 701-6259987-6216255 and 702-9587337-6799454.
The case ID is 15177256411. Can someone please help?
This is the chat history with amazon
You can attach it on case ID 15177256411.
MeSent at 8:38 a.m.
Bianca,
MeSent at 8:38 a.m.
I have attached the excel sheet to the case
MeSent at 8:38 a.m.
This will help you make so much more sense
Bianca8:39 a.m.
Sure, please allow me to look into this.
Bianca8:40 a.m.
Kindly note that even though sellers can see tracking in the carrier website, it does not necessarily mean that the tracking is valid. Please ensure that you have confirmed or updated the tracking information for your order before it is delivered to the buyer.
Bianca8:40 a.m.
If the tracking ID is not updated before the package is delivered, this is a poor buyer experience and will result in invalid tracking. Make sure to confirm or update the tracking information before the package is delivered.
MeSent at 8:41 a.m.
But this tracking info is valid on amazon
MeSent at 8:41 a.m.
before these packages were delivered
MeSent at 8:42 a.m.
It looks like a glitch on amazon's end
MeSent at 8:46 a.m.
Are you there
Bianca8:46 a.m.
yes
Bianca8:47 a.m.
We investigated the order 701-3507632-9969854 you provided and found that you are using a carrier that is not delivery track integrated with Amazon.
This means Purolator does not provide tracking information to Amazon, and therefore Amazon cannot tell customers when the package was delivered. You have to begin shipping your packages with one of Amazon’s integrated carriers to be able to track shipments in Seller Central.
If you confirm your shipment in “Manage Orders”, choose a delivery track integrated service provider.
Bianca8:47 a.m.
For more information, go to “Valid tracking rate”: https://sellercentral.amazon.com/gp/help/G201817070.
For a list of Amazon-integrated carriers, go to “Shipping integrators”: https://sellercentral.amazon.com/gp/help/GZZPMC9QLNBX48RP.
MeSent at 8:48 a.m.
Bianca, this issue is only happening with Purolator, we have been shipping with them for a long time without any issues
Bianca8:49 a.m.
I understand but as of now it is a non-integrated carrier and that is the reason the Order ID is showing up in your VTR report.
MeSent at 8:50 a.m.
How are we supposed to know that? When all of a sudden purolator in a non integrated carrier?
VTR issue, even after having a valid tracking number
Hi,
We received VTR warning on 2 categories although the tracking was correctly updated by us on amazon before the product got delivered. The seller support apparently doesn't support purolator's tracking info anymore. Here are the order id's 701-3507632-9969854, 701-1537499-9408256, 702-7348867-1725848, 701-8143573-3537068, 701-3179018-5738608, 701-7022864-5284205, 701-7654917-8093836, 701-2834458-9504257, 701-7864909-7135437, 702-1237243-0872211, 701-5027353-0343408, 701-6259987-6216255 and 702-9587337-6799454.
The case ID is 15177256411. Can someone please help?
This is the chat history with amazon
You can attach it on case ID 15177256411.
MeSent at 8:38 a.m.
Bianca,
MeSent at 8:38 a.m.
I have attached the excel sheet to the case
MeSent at 8:38 a.m.
This will help you make so much more sense
Bianca8:39 a.m.
Sure, please allow me to look into this.
Bianca8:40 a.m.
Kindly note that even though sellers can see tracking in the carrier website, it does not necessarily mean that the tracking is valid. Please ensure that you have confirmed or updated the tracking information for your order before it is delivered to the buyer.
Bianca8:40 a.m.
If the tracking ID is not updated before the package is delivered, this is a poor buyer experience and will result in invalid tracking. Make sure to confirm or update the tracking information before the package is delivered.
MeSent at 8:41 a.m.
But this tracking info is valid on amazon
MeSent at 8:41 a.m.
before these packages were delivered
MeSent at 8:42 a.m.
It looks like a glitch on amazon's end
MeSent at 8:46 a.m.
Are you there
Bianca8:46 a.m.
yes
Bianca8:47 a.m.
We investigated the order 701-3507632-9969854 you provided and found that you are using a carrier that is not delivery track integrated with Amazon.
This means Purolator does not provide tracking information to Amazon, and therefore Amazon cannot tell customers when the package was delivered. You have to begin shipping your packages with one of Amazon’s integrated carriers to be able to track shipments in Seller Central.
If you confirm your shipment in “Manage Orders”, choose a delivery track integrated service provider.
Bianca8:47 a.m.
For more information, go to “Valid tracking rate”: https://sellercentral.amazon.com/gp/help/G201817070.
For a list of Amazon-integrated carriers, go to “Shipping integrators”: https://sellercentral.amazon.com/gp/help/GZZPMC9QLNBX48RP.
MeSent at 8:48 a.m.
Bianca, this issue is only happening with Purolator, we have been shipping with them for a long time without any issues
Bianca8:49 a.m.
I understand but as of now it is a non-integrated carrier and that is the reason the Order ID is showing up in your VTR report.
MeSent at 8:50 a.m.
How are we supposed to know that? When all of a sudden purolator in a non integrated carrier?
0 replies
Seller_7LrAV0m5llaI7
There have been numerous posts about Purolator Tracking being invalid since Sunday on these forums.
Atlas_Amazon
Hello @Edwards_RV_Parts_Acc
Thank you for the information provided regarding the issue with your purolator orders. Our team is aware of the concern and it is currently being investigated. We do not have any updates available as of now.
I have ensure information of yours has been transferred in addition. Please continue to refer to this thread for any updates or questions you might have.
Best,
Atlas
LeviDylan_Amazon
Hello @Seller_B2O0KUWQ1GZ0U,
Thank you for continuing to utilize this thread about this topic.
I have checked in with relevant team and this issue is still under review. At this time there are no updates to provide. If you receive any information about a resolution please refer back to this thread to provide an update.
Until then, please feel free to reach out here with further questions. The Forums community and I are here to support you.
Wishing you the best,
LeviDylan
Seller_B2O0KUWQ1GZ0U
Hello, This is the response i got after waiting for 3 weeks for case-15177256411
Hello from Amazon Selling Partner Support,
I understand your concern your concern regarding the VTR (Valid Tracking Rate).
Please accept our apology for the inconvenience caused. I understand this is important for your business. Hence, I'm here to assist you.
Please be informed that our system is working as expected. The VTR % is displayed as normal because you don't have any shipments applicable for VTR calculation.
I'm confident that this information is helpful to you.
Meanwhile, your patience and understanding is highly appreciated.
Thank you for selling with Amazon,
Deepali S.
Amazon.com Seller Support
Someone please help.
