I opened up a case with Amazon support on 29/10/2024 and I have yet to receive a proper response besides the robot response saying they do not have an update yet and asked me to wait. My account is under risk of being suspended from FBM due to invalid tracking rate (VTR) being under 95% (currently at (93%). I have entered all correct tracking numbers and the Australia Post website shows delivered nearly a month ago. I have 3 orders from over a month ago which Amazon say is are non valid tracking numbers. I shipped dozens of orders after these 3 order and I believe all of these orders will be added to my VTR as non valid tracking number which means I am at big risk of being deactivated and need this issue looked into ASAP. I am shipping these items via Australia Post domestic letter with tracking. I have selected carrier as Australia Post-ArticleID and selected shipping service as Letter Post Ordinary letter then I added in the tracking number. The 3 orders which are non VTR are shipped via this carrier and shipping service selection because there is no option for "Letter Post Tracking" even though this product from Australia Post has been in service since around 2019-2020. I cannot believe Amazon has yet to update their shipping service options when this service has been around for years. Even months ago when I checked Amazon had Sendle Standard and Sendle Pro as shipping options but Sendle has not used "standard" and "pro" for their shipping services in YEARS. Sendle removed this many many years ago. Whoever is managing the shipping info on Amazon seller Australia needs to be replaced because they are not doing their job. The 3 orders tracking numbers which are not being recognised is clearly an issue as they all show delivered on Australia Post website and have a clear tracking journey to its destination. I provided all the information to support staff but because it has been nearly 2 months since I opened the case and I am forced to make a post here as a last resort before I lose my FBM selling abilities. What shipping service am I meant to put for the tracked letters from Australia Post? I have gone through and re confirmed dozens of shipments which are using the same shipping method as the 3 orders I am having issues with. I have re confirmed all orders placed after the 3 orders I am having issues with and changed the tracking information to Carrier: Australia Post-ArticleID > Shipping Service: Parcel Post Regular parcel instead of Letter Post Ordinary letter. I have had no issues with my VTR when using Australia Post registered post tracked envelopes by selecting Carrier: Australia Post-ArticleID > Shipping Service: Letter Post Registered Post. Also, please do not recommend me to use another carrier or shipping service. I can only use Australia Post because they are the only ones who can deliver to PO boxes in Australia.
I have had my account deactivated due to VTR in the past with a similar issue where Amazon did not recognise the Australia Post tracking number even though it showed as delivered on Australia Post website and support was very unhelpful and simply recommended me to use antoher carrier.... But that was using a different product from Australia Post and not the tracked letters. I know that all my listings will be deactivated and I won't be able to sell through FBM if this issue cannot be fixed.
The shipping service I am using and having issues with VTR registering is called Australia Post Domestic letter with tracking
My questions are:
1. Why is this happening?
2. What shipping service do I use for the Australia Post tracked letters? Do I use Letter Post Registered Post or Parcel Post Regular parcel or is there another you recommend? This is a very popular product from Australia Post for small items that need tracking. Even eBay has had this shipping service listed as an option for 2 years now.
3. Can reconfirming all orders which are having VTR issues and changing the shipping service to another fix the issue?
4. In the last hour I reconfirmed and changed shipping service for all orders from the last month using this shipping method as I am worried that all those orders will be classed as non valid and added to my VTR rate. Will this cause any issues or will Amazon say I shipped all these orders late even though I kept the dispatch date the same on all orders?
5. How often does Amazon check my VTR? I need to know when they will update it again.
6. Can you remove the invalid VTR shipments on my account because you can check yourself with those 3 orders and put the tracking number in Australia post tracking website to see that these orders show item delivered over a month ago. I cannot post the order numbers here for privacy reasons but if you can go to my account and download my VTR report then you will see them. Put the tracking numbers into Australia Post tracking website and check for yourself.
7. Why has it been nearly 2 months and Amazon support has not given me a response on my support case regarding this issue?
8. Can you inform someone from the shipping team that all their carrier and shipping services are outdated and need to be fixed / updated.
