Since Friday our VTR has taken a hit and despite a nice conversation with Account Health, two tickets with Seller Support, and posting in a forum thread over on the NSFE Iām at a loss.
Amazon thinks weāve provided an invalid shipping carrier. We have chosen an integrated carrier from the dropdown menu. Weāve used this carrier, Canpar Express, for years and have other orders in the same range of time the VTR is pulling from with this carrier.
The invalid carrier issue began on Friday with orders marked for delivery on April 20. Iāve double checked the invalid VTR orders against the valid ones. Iāve checked our shipping software for any changes. Iāve exported reports and gone over any process changes with a fine tooth comb. Everything on my end looks like it should be working and looks identical to when it was working.
I do have some hope that things will be resolved in our favour because others posters on the Canadian NSFE forums are reporting the same thing.
Are any other FBM sellers in Canada running into this same issue?
Does seller support have an escalation pathway to an upper tier technical support team that has either the resources or decision making power to resolve whatever is going on? Iāve asked them kindly to escalate after providing screenshots, order numbers to compare/contrast with the impacted ones, and a description of all the troubleshooting Iāve done so far.
We have been having the same issue since the beginning of February (US, not Canada)-We use a carrier in the drop down and nothing had changed about inputting carrier and tracking. They recently āadmittedā to it being their issue but will not wipe the ever-dropping VTR percentage away. One time telling us to switch carriers-sorry, canāt do that as there are contractual obligations.
If itās a wider problem beyond your account, there is nothing you can do until the issue is resolved (the problem stops happening) on Amazonās end. After that, if the violations are not reversed, then you would have standing to get pushy with support cases.
Good news! They escalated my ticket to technical support and reversed the violations related to VTR and OTDR. Looks like all impacted sellers had the same thing happen which feels like a small miracle. I know most issues donāt go this well but I hope this provides a tiny bit of hope to other sellers.
ā¦ pretty sure it was like a long lasting rash that there is no relief for as apposed to a headache that one can swat away with a couple of tylenol ā¦
