Just noticed that our VTR rate has dropped from 100 to 50. We use a mix of Evri and DX Express. We contacted AMZ support, and their solution was to either reach out to DX or switch courier companies due to DX’s failure to integrate tracking data properly. We’ve been working with DX for many years, and after trying 3 or 4 different couriers, they’ve proven to be the most reliable.
Download the VTR defect report and analyse it.
If you are not sure, post a screenshot here, making sure you maximise all the columns.
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This could be quite an easy fix for DX. I would reach out to them and ask why the tracking rate has dropped off.
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Your sudden drop in Valid Tracking Rate (VTR) is most likely due to DX Express tracking numbers not being recognized by Amazon’s system, which usually happens when the carrier isn’t properly mapped or integrated in Amazon’s backend. Even though DX may be reliable operationally, if Amazon can’t validate the tracking info automatically through their system, it counts those orders as invalid, which tanks your VTR. Unfortunately, unless DX updates their integration or Amazon agrees to manually map them correctly (which is rare), the only consistent fix is switching to a courier on Amazon’s approved tracking list. In the meantime, make sure you’re selecting the exact courier name as listed in Amazon’s dropdown and ensure tracking numbers are formatted correctly. If your account performance is at risk, escalate through Account Health and attach proof that DX deliveries are valid and on time.