Here is the latest discussion I had with a "leadership" specialist from Amazon concerning the VTR from Purolator not being updated properly in THEIR system, I've had confirmation by phone that this was on their end and there was nothing I could do.

I understand that your concern is regarding your VTR getting impacted because the system is presenting a technical issue where you add the tracking information on time; however, it doesn't get processed until later. I'll be happy to assist you further with this.

Our internal teams are informing us that the tracking IDs appear added into the system later after the ship day, although on the Purolator website, they appear sent on time. We take this behavior as if although the shipment was sent on time, the information was added late into the system for us to properly track it. Based on your issue, what may be happening is that when you add the tracking information on time, the system takes time to process and recognize the IDs, which leads to it impacting the VTR and consequently causing this issue.

In this case, in order to get to the root cause of this, we need to tackle the issue happening, to escalate it live. To do this, kindly provide a set of different orders, at least 5 recent orders, where the tracking has been added recently and the shipment is sent on time, for us to check if the system is recognizing the tracking ID.

If we're able to identify that the system is not taking properly the tracking information you added, we'll find a path to escalate this.

I will leave this case open 72 hours waiting for your response. If you need more time to research, please reply to me requesting more time.

Yes thank you, that is the issue at hand.

This needs to be resolved internally by you guys and Purolator.

Here is a list of orders that have CONFIRMED VALID TRACKINGS directly on the Purolator website :

702-7379707-2919429 334645844666 VALID

702-3000077-2002600 334646354079 VALID

702-8219824-6185046 334646297955 VALID

702-0566758-6109049 334659573128 VALID

702-1413802-1562619 334658536373 VALID

701-9073046-8202634 334658229961 VALID

701-0244909-6677041 334659738028 VALID

701-0918075-3517028 334646734825 VALID

702-2113518-2966640 334641468577 VALID

702-0382226-2430613 334648383878 VALID

701-8568863-4539460 334657877059 VALID

702-0051940-2020250 334648626326 VALID

701-0723760-0473834 334623738021 VALID

702-7540711-9162663 334658537769 VALID

702-2933014-6337064 334646561871 VALID

701-2035480-4382621 334651865472 VALID

702-3998951-8432213 334655934241 VALID

We are uploading these labels at the moment of purchase, immediately after confirmation that we have shipped the item, way before the delivery date.

If you need any more, I have 2000 lines of errors caused by this problem on your end.

It is causing a lot of confusion for my customers, negative feedbacks due to difficulty tracking due to this error, and an increase of lost A-Z since you guys can't verify the delivery dates with Purolator.

I may not have been clear on the information requested.

We need to tackle the issue happening live, for example, an order ID created 2 days ago, for which you updated the tracking yesterday, so that we can see today if the system has recognized it.

We will not be working with the orders on the VTR report as of now. We will be working with NEW orders, to check if they have the issue where the system does not recognize the tracking IDs from Purolator, since we need to confirm there's actually a system defect.

Hence, kindly provide a set of RECENT orders within the past 7 days if possible where you have already sent the item and the tracking ID information has already been entered, along with screenshot of the track ID in seller central, so that we can check those orders in detail to check if the Track ID was taken by the system or not, and escalate further.

If we're able to proof that there's a system defect, then we can be able to stand our ground and explain the internal team that the VTR impact comes from an amazon defect.

I will leave this case open 72 hours waiting for your response. If you need more time to research, please reply to me requesting more time.

Thank you for selling with Amazon,

Ok here are 5 orders in the last 3 days that the tracking ID was uploaded, with the screenshot of the order in our seller central :

702-8684030-1609003

702-5390490-5881059

702-9950641-2467425

701-8947377-8381810

701-9050428-6921815

All 5 have valid tracking numbers, most of them are delivered.

If Amazon has fixed this issue, and those are being validated, that means that this is fixed for recent and future orders, however it does not help the 2000+ on the report that have been misjudged.

Attachments:

After checking carefully, I've been able to confirm all these 5 recent orders have perfect tracking IDs, while the orders on the VTR Report do have late tracking ID information provided although the website shows on time.

I do understand where you're coming from; unfortunately, there's no issue reported on our system for technical issues of this kind from this carrier, and no way either to confirm this situation you're explaining. Our systems are very precise when it comes to tracking ID confirmation; and the orders on the report show the tracking IDs were confirmed later after the items were shipped based on the carrier website description.

My recommendation within the coming weeks is that you try to keep track with feed files and screenshots, of the order IDs you fulfill with this carrier. This way if it gets to happen again within the next weeks, you're covered by data to report the defect, so we can check further.

As of now, the system is working as expected based on our records and the information provided.

While we understand this is not the response you expected,we assure you that we carefully reviewed the different aspects of the situation with our tools, resources and policies towards getting the most accurate response for you.

Thank you for contacting Seller Support, following Amazon policies and procedures.

To help us continually improve, we ask that you take a moment to complete our survey below to tell us about your experience with this specific interaction.

So basically you know that there was a problem, because this was ackowledged online by many representatives.

The problem has now been fixed, so you're coming at me saying there never was a problem. This way you protect yourself from any further action taken against you.

Very clever.

It is impossible that hundreds of sellers had the same problem, for thousands of tracking, from the same carrier all at the same time by coincidence.

This is borderline criminal.

How dare you say that your system is very accurate and precise, when it literally failed for over a week.

I'm at a loss for words about how we are being penalized for something out of our control.