I received the following perfomance notification from Amazon. We have had some issues with our on-time delivery rate and our VTR. Mainly caused by the bank holiday and DHL being overloaded coupled with them sending a new driver who hasn’t scanned 2 parcels which has affected the VTR. Our first POA was rejected and we got the following message, I have since added greater detail to it but not heard anything back yet:
We received your submission but do not have enough information to reactivate your Premium Shipping options eligibility at this time. To re-enable this feature, send the following information:
– Greater detail on the root causes of not maintaining a Valid Tracking Rate of 100% in the past 30 calendar days.
– Greater detail on the root causes of not maintaining On-Time Delivery of 97% or higher in the past 30 calendar days.
– Greater detail on the actions you have taken to resolve Valid Tracking Rate issues.
– Greater detail on the actions you have taken to resolve On-Time Delivery issues.
– Greater detail on the steps you have taken to prevent Valid Tracking Rate issues going forward.
– Greater detail on the steps you have taken to prevent On-Time Delivery issues going forward.
– Greater detail on evidence or examples that demonstrate that your account has complied with our policy.
We are writing to address the issue of our on-time delivery affecting our Amazon orders, coupled with a drop in our Amazon VTR rate. Timely delivery and maintaining a high VTR are crucial for customer satisfaction and adherence to Amazon’s standards.
Issue Identification: Between 27th - 30th April , we have experienced 14 instances of late deliveries by DHL, as evidenced by tracking information and customer complaints. Additionally, our Amazon VTR has fallen below the required level with 1 parcel not having a tracking number, impacting our seller metrics and account standing.
Root Cause Analysis: Upon investigation, we identified several reasons contributing to the late deliveries and low VTR:
DHL operational inefficiencies leading to delays in transit coupled with new and inexperienced drivers collecting from our warehouse
Inadequate communication between DHL and our fulfillment center affecting tracking updates.
Peak season demand exceeding DHL’s capacity, resulting in delayed deliveries and parcels not being scanned
Inaccurate or missing tracking information affecting our VTR.
Corrective Actions: To address these issues, we have implemented the following corrective actions:
Opened direct communication channels with our DHL account manager to escalate and expedite shipments.
Enhanced monitoring of shipment statuses to proactively identify potential delays and ensure accurate tracking information especially around bank holidays and peak seasons.
Implemented backup shipping options to mitigate the impact of DHL delays on both delivery times and VTR.
Provided additional training to our fulfillment team on packaging, labeling, and updating tracking information promptly.
Read and familiarised all staff with Amazon’s Premium Shipping Policy to ensure compliance with premium shipping requirements.
Preventive Measures: To prevent future occurrences of late deliveries and maintain a high VTR, we will:
Conduct regular performance reviews with DHL to address any recurring issues and optimize shipping processes.* Diversify our carrier options to reduce reliance on a single provider and improve VTR resilience.
Implement automated alerts for monitoring shipment statuses and identifying potential delays in real-time.
Continuously monitor and update tracking information promptly to ensure accurate VTR reporting.
Work with DHL to provide additional training to any new drivers collecting from our warehouse
Reinstatement Request: We respectfully request reinstatement of our account privileges, demonstrating our commitment to rectifying the situation and maintaining Amazon’s standards of on-time delivery and high VTR. We are dedicated to delivering a positive shopping experience for our customers and upholding Amazon’s trust.
Conclusion: In conclusion, we are actively addressing the issues of late deliveries by DHL and low VTR, taking comprehensive steps to rectify and prevent further occurrences. We appreciate Amazon’s attention to this matter and request their support in resolving the situation. Thank you for your understanding and cooperation.
One thing to point out is that premium shipping requires >97% On Time Delivery and 100% VTR.
Reading your POA, there is a lot of word salad but little substance.
For example:
" * Work with DHL to provide additional training to any new drivers collecting from our warehouse" - I know what you mean (I will make sure the driver knows they have to scan the parcel) but in reality, this is a meaningless statement
Also:
“Diversify our carrier options to reduce reliance on a single provider and improve VTR resilience.” - all well and good but what have you actually done to diversify your carrier options? Have you shown them a signed contract with a new carrier?
I don’t mean to be harsh but there is a lot there with little to back things up.
As you know, you’ll get premium shipping back in 30 days so it’s not the endo fthe world.
I am still waiting on a reply from them from my previous POA I submitted. Can I assume that it has been rejected or await a reply? Also, does the option for premium shipping become available again after a few weeks? I have read that it does
