This article applies to selling in: United Arab Emirates

Valid Tracking Rate FAQ

Important:

We have seen instances of carriers requesting customers to collect their orders from a collection point or post office and/or charging customers extra for duties and other charges at the time of delivery. This is NOT a level of customer experience that we find acceptable, as customers shopping on Amazon.ae must have their orders delivered to the address of their choice and must not be charged any additional fees, including duties, at the time of delivery.

You must ensure that you select carriers and service options which guarantee that 100% orders made on Amazon.ae are delivered directly to the address specified by the customer and are delivery duties paid (DDP). If you do not do this, your seller performance metrics will be impacted and your selling account may be suspended.

What are the benefits of providing tracking information?

Providing valid tracking numbers for all your shipments has the following benefits:

  • Fewer buyer contacts: Approximately 40% of buyer contacts relate to shipment status. The 'where's my stuff' contact rate is 35 times greater for untracked shipments than it is for tracked shipments. Providing tracking numbers can help reduce the amount of time you spend answering shipping-related questions.
  • Decreased order defects: The Order Defect Rate for untracked shipments is 1.7 times greater than the rate for tracked shipments.
  • Protection from A-to-z Guarantee claims: Without tracking, you will automatically lose any "Order not received" A-to-z Guarantee claims. Tracking helps you represent yourself against these claims and may prevent loss.
  • Improved seller feedback ratings: Buyers tell us that being able to track their packages is one of the main reasons to leave positive feedback.
  • Reduced lost shipment costs: Tracking can significantly reduce the costs associated with a lost shipment. If a package is lost in transit, you can use tracking to find out where it was lost and then determine responsibility.
  • Improved conversion: When you use tracking on 98% of your shipments and your on-time delivery rate is 97%, you become eligible to reduce handling and transit promise times. This is proven to increase conversion and revenue.

How will I know if I am meeting the 95% Valid Tracking Rate (VTR) target?

You can see if you're meeting the VTR target any time: On the Performance menu, click Account Health, and then click Performance Metrics . In the Performance Checklist, you'll see one of the following marks next to Valid Tracking Rate:

  • A green check indicates that your current tracking performance is good.
  • A yellow exclamation indicates you are at risk of dropping below the required performance threshold.
  • A red "X" means that you missed the target and are at risk of losing your selling privileges for the affected category.

If your performance falls from green to yellow, you'll receive an email notification.

What happens if I do not meet the required target for tracked packages?

If you do not maintain the required 95% target for tracked packages, your selling privileges for the category (or categories) involved may be suspended or removed. If this happens, you have the opportunity to provide Amazon with a Plan of Action outlining how you plan to prevent this from occurring in the future. You can follow the appeals process outlined in Appealing the removal of selling privileges.

Which carriers provide tracking information to Amazon?

Carriers (apart from ‘Other’) appearing in the drop-down for order confirmation, provide tracking information to Amazon. Select these carriers and enter a valid tracking number to avoid suspension.

We currently support tracking information for these carriers:

  • Aramex
  • Alljoy
  • BRT
  • Cititrans
  • DHL
  • DHL eCommerce
  • DHL Freight
  • DPD
  • Emirates Post
  • FedEx
  • First Flight China
  • GLS
  • ICC Worldwide
  • iMile
  • JCEX
  • MRW
  • QExpress
  • Seur
  • SFC
  • SF Express
  • Ship Global US
  • Shunfeng Express
  • SpeedEx
  • TNT
  • Vinlin
  • Yanwen
  • Yodel
  • Yun Express

How does Amazon know a package has valid tracking information?

We use the tracking information you submitted when confirming a shipment, and verify it with the shipping carrier. Tracking numbers are considered valid only if they have at least one physical carrier scan recorded.

My package has tracking but is showing up in my Valid Tracking Report as lacking valid tracking information. What should I do?

A package that does not include verified tracking information will have an "X" in the "No Valid Tracking" column of your Valid Tracking ID report. If you have uploaded a tracking number but it is marked as unconfirmed, this might be because of the following:

  • Your tracking number is correct, but it is not associated with the carrier you specified. For example, if you use DHL to ship a package but enter "FedEx" as the carrier name, the tracking information will be marked as unconfirmed.
  • You used an unsupported carrier that is not listed in the ‘drop down’ list in Confirm Shipment page and is not considered to meet the VTR exemption criteria. As a result, we cannot verify the tracking status and therefore the shipment does not count toward your Valid Tracking Rate metric.
  • The tracking number was uploaded after the order was delivered, meaning it was not useful to the buyer and thus does not count toward your Valid Tracking Rate metric.

Check to make sure you entered the carrier and tracking ID for your package correctly. You can change, re-enter, and update the tracking information under Manage Orders until the order is delivered. Your metrics will reflect this change within 72 hours.

If you have a package marked with an "X" in the "No Valid Tracking" column, and you have verified that the tracking ID for the Amazon-supported carrier is correct, try submitting the tracking ID again. If this does not solve your issue, contact Amazon Selling Partner Support for additional investigation.

What does "InvalidId" mean in column F of my Valid Tracking Rate report?

When our system cannot process the tracking information you entered for an order, "InvalidId" will display in column F for that order. For example, if your order ID was 001-12345-67890 and we were not able to process the tracking information you entered for that order, column F will display 001-12345-67890-InvalidId.

This can happen if:

  • You left the tracking information blank
  • You entered special characters (such as punctuation) that our system cannot recognize in the tracking information.

To correct any potential errors in the tracking information you provided, continue to How do I edit a tracking number?.

Why is my Valid Tracking Rate report showing metrics for a category in which I do not sell?

The Valid Tracking Rate metric is recorded for the category of an item at the time an order is placed. If your item was previously listed in a category at the time an order was placed, then you will have a Valid Tracking Rate metric in that category even if the item is now listed under a different category.

Why are cancelled orders showing up in my report?

If cancelled orders are showing up in your report, it is because you confirmed shipment before you delivered the package to the carrier. An order is not considered cancelled when you have confirmed shipment because the buyer's credit card is charged. To cancel this kind of order, you have to provide refund to the buyer. To prevent this sort of mix-up, we recommend that you confirm shipment only after the carrier has received the package.

How do I edit a tracking number?

You can edit order tracking information by going to Orders, and then Manage Orders. Enter the Order ID into the Advanced Search. Once you find the correct order, click on Edit Shipment and provide the revised tracking number.

Allow 72 hours for the report and metric to reflect the changes.

Sign in to use the tool and get personalized help (desktop browser required). Sign In


Reach hundreds of millions of customers

Start selling on Amazon


© 1999-2022, Amazon.com, Inc. or its affiliates