PLEASE ESCALATE - Purolator VTR Issues System-Wide Issue Glitch
I'm posting this here for visibility for forum moderators to escalate.
Yesterday lots of Canadian sellers who use Purolator got a warning about the VTR% being under 95%.
Shipments that were valid tracking on Saturday became invalid tracking on Sunday via purolator.
Customers today are seeing the message in the app that says "Your order may be delayed or lost, contact seller for a refund" even though Saturday the app said delivery confirmed and everything was updating properly.
I have checked the VTR report and it seems like Amazon's system on the back end is adding an equals sign = and a couple quotes, which is causing it to be invalid whenn tracked in purolators system.
I went back to the orders and the = and "" aren't there. This is a huge issue that is going to lead to a lot of fradulent customers filing a to z claims for stuff that they received weeks ago and up to Saturday that the app was showing confirmed delivery and tracking.
PLEASE ESCALATE - Purolator VTR Issues System-Wide Issue Glitch
I'm posting this here for visibility for forum moderators to escalate.
Yesterday lots of Canadian sellers who use Purolator got a warning about the VTR% being under 95%.
Shipments that were valid tracking on Saturday became invalid tracking on Sunday via purolator.
Customers today are seeing the message in the app that says "Your order may be delayed or lost, contact seller for a refund" even though Saturday the app said delivery confirmed and everything was updating properly.
I have checked the VTR report and it seems like Amazon's system on the back end is adding an equals sign = and a couple quotes, which is causing it to be invalid whenn tracked in purolators system.
I went back to the orders and the = and "" aren't there. This is a huge issue that is going to lead to a lot of fradulent customers filing a to z claims for stuff that they received weeks ago and up to Saturday that the app was showing confirmed delivery and tracking.
77 replies
Seller_kNAboD6kRgVt7
Thanks for the heads up! I mostly use Canada Post, but good to know about this.
Seller_SGXenWOOp9WjQ
Having the same issue, my VTR is still ok because I mostly use Canada Post and Fedex but it still hurts my VTR %....
I opened a case : Case ID: 15165306391
Please help
Seller_rTAxflJvPFLKc
Agents are not helpful on this, the agent who was on my case kept saying I manually put Purolator as other; what about UPS tracking? Why do these work?
This needs to be raised with Senior Management team ASAP
This issue happened last time, Amazon didn't sync the orders with UPS, and that's what I was told. I believe there is a similar issue this time but with Purolator
Lucre_Amzn
Hello @Seller_7LrAV0m5llaI7
Thank you for bringing this up! I'll be glad to look into this and escalate to our specialist team accordingly.
I'm collecting more data and examples from sellers experiencing this issue, as soon as I have more data I'll escalate accordingly and confirm to you via this thread.
Regards,
Lucre_Amazon
Seller_OMZatzyygmU2y
Just had a customer get a A Z Claim , said he never got the package. Shows on his end that it was not trackable. Though it shows on shipstation delivered and purolator website.
Customer signed for the package 2 days before the must have date and Amazon gave him $800 refund without even doing any research
Seller_7hGoB5ghJX0Vy
hello, i got the same issue . when i check the tracking number . the tracking don't work anymore on the purolator website. So I investigated and find that the order was a ''return'' because the customer didn't pick up. So Purolator give a new ''RETURN TRACKING'' to send back to us. check if the order has been returned to you with a new tracking and maybe purolator ''disabled'' the old tracking
Seller_7LrAV0m5llaI7
Yup and it's growing every day, currently out VTR rate is at 93%, it should be at 99%.
Seller_I243tlANJDFaQ
I was also looking at my VTR after getting a warning a found 23 Purolator shipped items that shows as not having accurate tracking but when checked on shipstation they are trackable.
I am not sure if this is a Amazon or a Purolator issue, both are quite capable of making the error.
Jason
Seller_uESVJ7qrmnZpp
Same issue, my Purolator shipments are showing as not valid tracking. Purolator and Clickship do show them as valid.
Seller_1idNlTUpfKbZW
It's getting out of hand, customers are filing A-to-z claims after wanting to request return they change to "23-Apr-2024 4:00 PM
Sorry I have the wrong item, the item still shows in transit and Amazon has advised me to ask for a refund. Thank you"
She filed a claim and refunded instantly without the option to respond to the claim only appeal, she was refunded over $1,000. This is nuts, and the reps do zero checks to see if it was delivered. Absolutely appalling how they don't do their job and end up costing us a fortune especially with this known bug.
