Ongoing VTR Issue – DHL eCommerce Tracking Being Misclassified as DHL by Amazon System
Hi @Ezra_Amazon
New forum post as requested
We’re currently experiencing a persistent issue with Amazon incorrectly classifying tracking information for orders shipped via DHL eCommerce.
We fulfill our orders through Veeqo, which is fully integrated with Amazon, and we always select “DHL eCommerce” as the carrier at dispatch. However, Amazon is incorrectly mapping this to “DHL”, which results in all affected orders being marked with an invalid tracking status and negatively impacting our Valid Tracking Rate (VTR).
Key Facts:
We are selecting DHL eCommerce from the dropdown in Veeqo (confirmed by their engineering team).
All our affected orders are showing “DHL” on Amazon’s side, not “DHL eCommerce”.
This issue is impacting 100% of the orders on our VTR defect report.
Amazon has already acknowledged a similar issue with Yodel, so it appears to be a broader system issue affecting multiple carriers.
We’ve provided Amazon support with screenshots, order history, and confirmation from Veeqo, yet we continue to receive generic responses stating we selected the wrong carrier.
VTR defects showing up despite using the correct carrier via an integrated system like Veeqo?
We’d appreciate any feedback from others, and hopefully this helps surface what appears to be a technical issue on Amazon’s side.
Thanks in advance,
Ongoing VTR Issue – DHL eCommerce Tracking Being Misclassified as DHL by Amazon System
Hi @Ezra_Amazon
New forum post as requested
We’re currently experiencing a persistent issue with Amazon incorrectly classifying tracking information for orders shipped via DHL eCommerce.
We fulfill our orders through Veeqo, which is fully integrated with Amazon, and we always select “DHL eCommerce” as the carrier at dispatch. However, Amazon is incorrectly mapping this to “DHL”, which results in all affected orders being marked with an invalid tracking status and negatively impacting our Valid Tracking Rate (VTR).
Key Facts:
We are selecting DHL eCommerce from the dropdown in Veeqo (confirmed by their engineering team).
All our affected orders are showing “DHL” on Amazon’s side, not “DHL eCommerce”.
This issue is impacting 100% of the orders on our VTR defect report.
Amazon has already acknowledged a similar issue with Yodel, so it appears to be a broader system issue affecting multiple carriers.
We’ve provided Amazon support with screenshots, order history, and confirmation from Veeqo, yet we continue to receive generic responses stating we selected the wrong carrier.
VTR defects showing up despite using the correct carrier via an integrated system like Veeqo?
We’d appreciate any feedback from others, and hopefully this helps surface what appears to be a technical issue on Amazon’s side.
Thanks in advance,
32 replies
Seller_40ozsHlGqPuEL
It seems VTR is no longer fit for purpose.
Seller_dFnoq5dR43wpY
post.1 week already waiting to resolve same DHL and Yodel both not recognised. 50% valid shipping despite all delivered on time. Amazon isn't doing enough for sellers but if was a buyer this will be resolved in 1h. Shame!
Seller_ffDSmJ9POyrBl
Facing the same issue when using DHL, have opened a case two weeks back and still waiting for someone to reply!
Ezra_Amazon
Hi @Seller_VljcWSwxyb3V5,
Sorry for the late response on this thread. I wanted to give you a quick update:
I've escalated your issue internally and I'm waiting to hear back from our partner team. I'll let you know as soon as I get any news.
Also, thanks to all the other sellers who chimed in about having the same issue. That really helps us get a better picture of what's going on and supports our investigation.
I'll keep you posted!
Best, Ezra
Ezra_Amazon
Dear Sellers,
Thank you all for bringing this critical issue to our attention.
I want to assure you that the partner team is actively working on it. Here's what I can share at this time:
- Amazon is aware of the widespread nature of this problem affecting multiple sellers using DHL services.
- The technical team is investigating the root cause of the discrepancy between Amazon's system and DHL's tracking information.
- All case numbers you've provided have been noted and escalated to the relevant teams for further investigation.
I will provide updates as soon as we have more information.
Best, Ezra!
Seller_wOYdrOWjeoIWY
Today I received 26 buyer messages asking for refunds due to the VTR issue. I use DHL Express.
Amazon is sending automated messages to buyers, telling them to file A-to-Z claims because the tracking status on their side shows “lost” or “delayed.”
My ODR is also getting affected — Amazon is counting these claims against my ODR, even though the orders were actually delivered with signed proof of delivery.
I appealed the A-to-Z claims, but they are still being counted against my ODR. Today’s VTR is 51%.
Any Mods, please look into this urgently. Case ID: 17707701281
Seller_WJXMLc7EcXCwZ
Its a Joke, I have had 2 cases open.
IM USING DHL EXPRESS
TFDxIN: what do you use it shipping info?
1. For years we used OTHER/DHL Express
Then about 6 months ago this issue began.
2. We then Used DHL/DHL Express
Worked until a month ago.
In my case they say there is no DHL Express service, I send them a screen shot, and they say thats DHL, DHL Express, not DHL express
USE: Other/DHL Express
So I did, and stil lnot working, I open a new case.
Don't laugh or cry - but the case out come was, its because i'm using other, instead of DHL/DHL Express
So if AMAZON do not know, How do we know what to do.
And they DO NOT READ THE CASES.
I explained all I have here, yet they still reply, just saying to do the opposite of the current way tyou say your doing it, and point you to all the help pages.
Seller_76AUwmqvSyRIM
This works.
Carrier “DHL Parcel UK”, service “NEXT DAY”.
Seller_wOYdrOWjeoIWY
@BBD_User
Same here, I’ve been using DHL / DHL Express for years without any issue. Everything was smooth—tracking always validated, VTR was fine. Then suddenly, the same tracking numbers started showing as “invalid,” and my VTR started crashing.
Seller_CSxN1bg4ROMv0
Sadly I use this option but it apears on 14th May this has also stopped working and all DHL orders since are not tracking.
Carrier “DHL Parcel UK”, service “NEXT DAY”.
Seller_76AUwmqvSyRIM
Has the one from the 14th May appeared on your VTR defect report?
I am not having any issues at all. YET!
Seller_sEOGvCXcszWdl
I found a way to resolve this matter. Only if you are using DHL eCommerce Service. Use your last mile carrier name and service instead of DHL eCommerce. Look up your tracking number provided by DHL eCommerce, once it's active, there should be a another local tracking number as well. Let's say your last mile delivery was handled by "EVRI", then choose "EVRI" in the dropdown menu, then type in/choose the service they used on this parcel.
