Are you being affected by the Purolator?
Don’t forget to vote up 👍 or down 👎 if this content was useful for you.
Dear Forums Community,
We've been informed of numerous sellers experiencing issues related to Purolator affecting their VTR. These include:
- VTR calculations
- A to Z claims affected by Purolator
- Duplicate Purolator option in the dropdown menu
Rest assured, our team is actively addressing these issues. In the meantime:
- Purolator has been excluded from VTR calculations.
- We are collaborating with the A2Z claims team to prevent automatic claim approvals for this carrier.
- Efforts are underway to eliminate the duplicate Purolator option from the dropdown menu.
We understand the importance of resolving these issues promptly, although we do not yet have a specific timeline from our technical team.
For further inquiries about the Purolator or to report your issue, please contact our Seller Support team. This will help us keep track of affected sellers.
Let us know if you find this information useful and if you would like to continue reading about this topic.
Are you being affected by the Purolator?
Don’t forget to vote up 👍 or down 👎 if this content was useful for you.
Dear Forums Community,
We've been informed of numerous sellers experiencing issues related to Purolator affecting their VTR. These include:
- VTR calculations
- A to Z claims affected by Purolator
- Duplicate Purolator option in the dropdown menu
Rest assured, our team is actively addressing these issues. In the meantime:
- Purolator has been excluded from VTR calculations.
- We are collaborating with the A2Z claims team to prevent automatic claim approvals for this carrier.
- Efforts are underway to eliminate the duplicate Purolator option from the dropdown menu.
We understand the importance of resolving these issues promptly, although we do not yet have a specific timeline from our technical team.
For further inquiries about the Purolator or to report your issue, please contact our Seller Support team. This will help us keep track of affected sellers.
Let us know if you find this information useful and if you would like to continue reading about this topic.
12 replies
Seller_kNAboD6kRgVt7
I would have to give both an up and several down votes.
One up only because Amazon is acknowledging the issue again.
But several downs, due to
Taking months to do so.
Having such horrible tech that taking out the second Purolator option seems to be a weeks (and counting) long fix.
I can see fixing A-Z claims taking longer to fix, but....seriously?? And Amazon wants us to trust it to take care of (our) business? Sellers are expected to respond to and fix issues within hours, but Amazon?? Not so much.
Another thumbs up IF you have reactivated those accounts that went down due to this incident.
Quite the unfortunate look for such a tech run operation.
Seller_7LrAV0m5llaI7
If I try to confirm with the 1st option it glitches out and says try again later.
The 2nd option seems to be the only one that is working at this time, so that is the option I have been having to use.
However, customers are still not seeing delivery on time. It takes 3 to 4 days for the Amazon App and customers account to show that it was delivered which is unfortunately just enough time for a customer to open up an a to z claim within 24 to 48 hours which gets auto approved and penalizes the seller for what the Amazon system thinks is a late delivery but 100% isn't, even with a signature delivery confirmation.
Seller_BCsJXNkuO7q9e
Yes. Been a disastrous 2+ months.
You can see our cases 15306277021 and 15358544241 for the gory details
Like others have said, tech issues happen but 2+ months to solve is just not cool
The fallouts and side-effects have been comically awful.
It remains unclear what was fixed and what was temporarily patched.
Seller_dotifYADa0BWY
What about the Account Health Rating that has also been affected???????
We have had zero violations and our score continues to drop despite a maintaining a steady volume of orders that raised our score.
If the roles were reversed Amazon would have been suspended after two weeks of this rubbish.
Seller_EuMfuWwEjyxtz
We use track.westnet.ca to ship and track canada post packages, it gives u mroe info than Canada post tracking website even the delivery photo.. .just contact them if u want super cheap shipping , lets say small items with tracking, its best to have high volume
Seller_8ctJW7ngXpoCB
Amazon should also be expanding their feedback removal guidelines due to Purolator tracking issues. We've received negative feedback stating "Didn't receive it" where the customer shipped a gift to another person and the item was delivered and signed for by the correct person at the correct address. Since the buyer isn't receiving proper tracking information from Amazon, they assumed it was not delivered. The customer was send the signed proof of delivery and still didn't remove the feedback.
Seller_7LrAV0m5llaI7
Hi @Christine_Amazon
I just had an account health rep call me regarding my Purolator Case ID 15158586811 and they said everything was fine and fixed, but didn't actually understand the issue.
The seller support rep said you can go ahead and use Purolator as the VTR rate is fixed and won't affect our account health, but that they recommend we use another carrier. So I asked them why, should I use another carrier when Purolator is supposed to be fixed and have no issues, and they couldn't say.
I have a screenshot from a customer last week that shows the item in transit 2 days after Purolator confirmed delivery and the customer confirmed delivery, however Amazon is still saying the items are in transit and not notifying the customer of delivery.
I uploaded a screenshot to that case that the customer sent 3 days after delivery with Purolator that shows "in transit".
The account health rep couldn't understand the issue, and it was a complete waste of a 20 minute phone call at 4:55PM in the afternoon just before we close down for the day.
The account health rep also said there was nothing they could do to escalate the case or inform anyone. I'm not sure what the point of the phone call was as it was a complete waste of time.
This is getting out of control. The system broke 3 months ago on April 12th, 2024.
Seller_R9WesGvPFxipV
This is also Happening with other carriers, please check case 15599350491
Need this fixed as soon as possible
Seller_UfwmtqsaEt9rY
I am glad to hear this. However, the folks a Account Health are still giving me a hard time with VTR issues brought upon by this Purolator issue.
Any assistance will be appreciated.
Seller_tsSwrJCNEEJjv
@Christine_Amazon What about accounts that were suspended due to this VTR issue?
Our smaller account was completely blocked, and no amount of "plan of action" required of us changing anything, because there is nothing to change on our part. This error was not in our control.
Yet, now that Amazon has finally, after months might I add, acknowledged this problem, they STILL won't reinstate our account.
They claim they have "evidence" that we confirmed shipping without shipping, however, they will not share that "evidence".
Considering all Amazon has, is the day we say we ship, and the VTR they ping at the carrier, I strongly believe that Amazon thinks we did not ship because they couldn't verify we did.
We ship hundreds, if not thousands of orders a day, we have other things to do than fake shipping items.
No amount of explaining to the representatives on the phone would help our situation.
Thank god for the Account Protection Program, that our main, old, very loyal account was on at the moment of this crash, or else that might have also been deactivated.
The only reason our second, smaller account got banned is because it was brand new, and we didn't have time to qualify before this VTR apocalypse.
Please assist.
