Account Health/ Tracking Metrics = NA


#1

Dear Fellow Sellers,
Good morning. On 15 November 2019, we received the following:

SUBJECT - Your Valid Tracking Rate is Below 95%

HELLO SELLER,
Recently, there have been some problems with your orders. Your Valid Tracking Rate for merchant-fulfilled orders in select categories is below the 95% requirement.
Sellers must provide tracking numbers for at least 95% of their shipments in all categories.

We recommend that you look at your recent untracked shipments and make a plan to get back on track. All major carriers, including USPS, FedEx, UPS, and DHL, provide tracking numbers for free. You can also purchase postage through Amazon’s Buy Shipping service, which automatically confirms shipment and provides tracking for all orders.

If this problem continues, we may not allow you to sell merchant-fulfilled items in the affected categories on Amazon.com.

You can see the health of your account in the Performance section of Seller Central: https://sellercentral.amazon.com/gp/seller-rating/pages/performance-summary.html/.

To learn more about this performance metric, search for “Valid Tracking Rate” in Seller Central Help.

Sincerely,
Seller Performance Team



To continue, we subsequently contacted Amazon on 26 November 2019.
The Amazon Representative, Riz B. was polite and professional. She listened to
us and understood our questions about this situation. Then, she recommended that we contact Amazon Seller Support, in order to solve this issue for us. She could not transfer our telephone inquiry to Seller Support, so she advised that we send an eMail to the
department an eMail, to resolve this matter.

She further informed us that the “missing” tracking numbers included the period from 15 October 2019 to 14 November 2019. We did what she (Riz) requested; however, we
did not have the correct address, so we had to re-send our inquiry.

This is what we wrote:
Dear Seller Support,
The message we received, on 25 November, indicates that we shipped items, without reporting the tracking numbers to Amazon; however, we did not do this.
If necessary, we are able to submit a copy of all eMails, from the USPS Tracking Unit, indicating the USPS Tracking Numbers,
which we DID enter in the appropriate space on the Amazon Seller Central Manage Orders Item Shipped page, and indicating that all packages have been delivered by the USPS to each client.
We are also able to send our matching eMails, which we sent to each client, also indicating the respective tracking numbers.
These items, if requested, will be sent as a jpg attachment, if necessary, to prove that we have complied with Amazon’s policies.
Because we did not deviate from our previous actions, in terms of notifying Amazon, will you please explain how this could
have happened?

Please let us know how we can help to resolve this issue.

We very much appreciate your attention and your help.

Sincerely,

Traxtar


On 04 December 2019, we received a very strange response, to wit,

Hello from Amazon Selling Partner Support,

Having read your email I understand that you have received an email on November 25, 2019, stating that ‘Your Valid Tracking Rate is below 95%’. I will certainly check and help you with the needful information.

Upon reviewing your account, I can see that there is only one order being placed for the past 365 days in this account. I can also see that the status of the order is updated as ‘Unshipped’. I would suggest you to ship the product on time and maintain a good performance so that you account health will be maintained in good status.

Please make a note that your current account health status is normal. It shows N/A for valid tracking rate as there is no order with ‘complete’ status present in this account for last 365 days.

Hence I request you to ignore the mail that you received regarding the valid tracking rate under performance notification.

To know more about Valid Tracking Rate (VTR), please go through the following link:

https://sellercentral.amazon.com/gp/help/help.html/?itemID=G201817070&ref_=xx_G201817070_a_r0_cont_sgsearch&referral=A7CPEAX6V2OSV_AQRCJPVOYOFD8

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.

Were you satisfied with the support provided?

Thank you!

To view your case details, or respond, please click http://sellercentral.amazon.com/gp/case-dashboard/view-case.html/ref=sc_cd_lobby_vc?caseID=6642088971

Please note: this e-mail was sent from an address that cannot accept incoming e-mail. If you require additional support please contact us https://sellercentral.amazon.com/hz/contact-us

Thank you for selling with Amazon,

Kirushma S.
Amazon.com Seller Support

MORE WAYS TO GET HELP:
Visit our Seller Forums for help from other sellers: http://sellercentral.amazon.com/forums
Browse all Seller Help topics: http://sellercentral.amazon.com/gp/help

To contact us again about this issue, please use the Contact Us form in Seller Central using the following link:

https://sellercentral.amazon.com/cu/case-dashboard/view-case?caseID=6642088971

Please note: this e-mail was sent from a notification-only address that cannot accept incoming e-mail. Please do not reply to this message.


Before we respond to this recent, VERY STRANGE eMaill, we wanted to ask all of you if anyof you had ever experienced anything similar.

Before 26 November, we had a Tracking Metric of 100%. We had not changed our system of reporting the tracking number for each of the packages. Now, since late November our
Tracking Rate reads NA (???), and we do not understand why. We have proof from the
USPS, in the form of their notice that each package had been delivered.

This last response from Kirushma S. does not solve our problem, nor tell us how to restore our 100% tracking record. It still reads “NA”. Additionally, Kirushma S. has written say that
in the past 365 days we have only sold ONE item. Actually, we have sold (to date) 86 items
in the past 365 days. Our record is now tarnished, from 100%, and worse, NO ONE has told us how to restore our 100% Tracking metric. They have, however, told us that if we do NOT
fix it, we may be disallowed selling with Amazon.

We know that this may be a strange eMail from Kirushma S. - can anyone help us understand how we can restore our record? Our user name is TRAXTAR, and we invite anyone who might want to help, to view our feedback.

Finally, we strive for excellence, as most Amazon seller do - we send a personal, hand-written note to every buyer, and if we have an extra CD or something related to what the
buyer has purchased from us, like a program or a flyer pertaining to the film or show, we
send a bonus (as may be indicated in our feedback), for the buyer’s further enjoyment.
In our personal note, we say, “We know that you have a choice. Thank you for choosing us
and … AMAZON!”

Fellow Seller, thank you in advance for any help you may offer.

Have a wonderful December. Sincerely, Traxtar


#2

FYI – I will say it in case it is not on here… Tracking number not required on :

Hello from Amazon Selling Partner Support,

I understand that you are selling the products which is less than $5.00 where your’re not seeing any profit buying the valid tracking label. I will surely help you with the required information.

Please be informed that the orders should fit within a USPS envelope or flat and cost under $10 doesn’t required the tracking number. The maximum size for items USPS will ship as a letter and/or flat is 12” x 15” x ¾” and 14 oz.

In this case, I have contacted our internal team to retrieve your valid tracking rate and they will update your metrics.

Although we require you to provide valid tracking numbers for 95% of your U.S. shipments, items small enough to be sent in First Class or Standard Mail envelopes are excluded from this requirement, meaning you won’t incur a penalty stemming from these types of. We will share this information with the appropriate team so they can review your case.

Further, if you have any other queries/concerns please do not hesitate to contact us, we will be glad in assisting you.