VTR SFP Metric glitch, creating defects out of nothing
We noticed that our VTR (Valid Tracking Rate) in SFP Fulfillment Metrics had one defect. We noticed it right away because we always have 100% there, ever since we joined SFP when this program was created many years ago.
Upon checking, it appears there is a glitch in Amazon's system. In short: shipping label was purchased through Buy Shipping. Package shipped and delivered on time. However, Amazon thinks that we never shipped the package, according to the defects report. Just to be proactive and to protect ourselves, we created a CASE ID 15164399821, explaining the glitch and uploading FedEx tracking information printout, defects reports, and the screenshot of the VTR SFP metric. We did this so Amazon does not cancel and refund the order, thinking it never shipped (and if they do that, we can file a claim and get reimbursed). Plus, we wanted to bring this issue to Amazon's attention, so they could fix the glitch and not to do the refund and lose the money.
As expected, we quickly received the reply with a template, happily informing us how the VTR metric works. As usual, Seller Support at its finest...
Anyway, this is to warn other sellers to keep an eye on this, as this is another curve ball that Amazon's wonderful programming can throw at them. And I hope an Amazon Community Manager who works with metrics can address this properly for everyone's sake.
VTR SFP Metric glitch, creating defects out of nothing
We noticed that our VTR (Valid Tracking Rate) in SFP Fulfillment Metrics had one defect. We noticed it right away because we always have 100% there, ever since we joined SFP when this program was created many years ago.
Upon checking, it appears there is a glitch in Amazon's system. In short: shipping label was purchased through Buy Shipping. Package shipped and delivered on time. However, Amazon thinks that we never shipped the package, according to the defects report. Just to be proactive and to protect ourselves, we created a CASE ID 15164399821, explaining the glitch and uploading FedEx tracking information printout, defects reports, and the screenshot of the VTR SFP metric. We did this so Amazon does not cancel and refund the order, thinking it never shipped (and if they do that, we can file a claim and get reimbursed). Plus, we wanted to bring this issue to Amazon's attention, so they could fix the glitch and not to do the refund and lose the money.
As expected, we quickly received the reply with a template, happily informing us how the VTR metric works. As usual, Seller Support at its finest...
Anyway, this is to warn other sellers to keep an eye on this, as this is another curve ball that Amazon's wonderful programming can throw at them. And I hope an Amazon Community Manager who works with metrics can address this properly for everyone's sake.
0 respuestas
Seller_NzEmZKTEdcpPZ
Update:
Seller Support replied again, but they are still not understanding the issue. They wrote the following:
"For a tracking ID to be considered valid, it must have a first scan from an Amazon-integrated carrier. For packages shipped from US, we consider a valid tracking ID if Amazon records at least one physical carrier scan, and as per we checked in the attached order your carrier information is not being display."
I'm not sure what this Seller Support associate's deal is. Basically, she insinuating that FedEx is not an Amazon-integrated carrier. She completely ignored the fact that the shipping label was provided by Amazon Buy Shipping. She has no idea how to track a package at FedEx, as she stated "we consider a valid tracking ID if Amazon records at least one physical carrier scan, and as per we checked in the attached order your carrier information is not being display." Nevermind that we already sent a complete printout of the tracking from FedEx.
I sent another message to SS, calling their bluff with a direct link to FedEx tracking page for this package and pointing out that FedEx is indeed an Amazon-integrated carrier and that Buy Shipping was used. We'll see what they get to say. I suspect whatever country the SS person is at they haven't heard of FedEx and how to track packages. But Amazon decided that she qualifies to run their trillion-dollar business. :-)
Seller_NzEmZKTEdcpPZ
Second update:
Almost immediately after I sent the follow up, explaining to SS that they are wrong and providing them with a direct link to FedEx, I received a message almost identical to the first reply, which is a template explaining how VTR works.
Sent them a very short reply with a link to FedEx tracking again. Waiting for their answer...
Seller_NzEmZKTEdcpPZ
Third update:
After three templated replies, SS forwarded my case to sf-performance-valid-tracking, at last. They acknowledged the issue, said the team is investigating it, marked the case as closed, advising to re-open it if I see any infraction on my VTR metric. Since the metric was still showing this invalid defect, I re-opened the case and pointed out to the exact order that causes it. They replied that they don't see any infractions. I replied with the screenshot, showing the metric, proving my point. Not sure what is so hard to understand here, but I feel that even though the case ended up in the right department, nothing will be done, since they don't seem to see the obvious.
Stevie_Amazon
Hi there @Seller_NzEmZKTEdcpPZ,
Thank you so much for reaching out in the Forums. I am engaging a Community Manager to review this situation further.
All the best,
Stevie
