Valid Tracking Rate (VTR)

Valid Tracking Rate (VTR) measures how often you use valid tracking numbers on your seller-fulfilled orders. Amazon customers depend on tracking numbers to find out where their orders are and when they can expect to receive them. VTR is a performance metric that reflects those expectations. This page provides information on the VTR calculation as well as VTR performance requirements. If you are ship orders from out of the country, you are also required to comply with the VTR policy mentioned under VTR policy for items shipped directly from China and VTR policy for items shipped from out of the country sections.

Account Health dashboard

To find your VTR, on the Performance menu, click Account Health, and then look for the Shipping performance section. You are required to reach 95% VTR on your shipments through Amazon.com.br over a rolling 30-day period. We will measure the VTR for non-FBA (Fulfilled by Amazon) packages on a category level. We will only measure VTR for domestic shipments shipped through integrated carriers (see next section for integrated carriers list).

Shipment confirmation

During shipment confirmation of all seller-fulfilled orders, you must provide:

• The name of the carrier and the specific delivery service used to fulfill the order
• The tracking number

Calculating VTR

To calculate this metric, we take the number of packages you ship with a valid tracking number and divide it by the total number of packages you have shipped and confirmed over a 30-day period. We express VTR as a percentage.

For example, if you confirmed shipment for 200 non-exempted packages, and 190 of those packages had a valid tracking number, your VTR would be 95% (190 ÷ 200 = .95 or 95%).

The following items are not included in the VTR calculation:

• Non-integrated domestic shipments: packages shipped from Brazil by a carrier that is not integrated with Amazon
• Digital products: for example, audio books

We use the promised delivery date to determine which orders to include in the performance metric. Your VTR has a two-week latency period, which allows enough time to get statistically relevant data.

Adding tracking information

To reduce buyer contacts and improve seller feedback ratings, we encourage you to use the carriers listed below. These carriers provide real-time tracking status to Amazon and are integrated for domestic shipments:

• Correios
• DHL
• FedEx
• ePost Global

VTR policy for items shipped directly from China

If you ship items directly from China, you must meet the following requirements:

• For all packages with a value below BRL 27 (including shipping charges) use a trackable shipping method that provides at least one carrier scan. Otherwise, it will count as a VTR defect.
• For all packages with a value equal or above to BRL 27 (including shipping charges) use a fully trackable shipping method that provides at least two carrier scans (including a delivery or a delivery attempt scan). Otherwise, it will count as a VTR defect.

It is mandatory to input the correct carrier name and valid tracking number. Providing details to enable the tracking of the shipment improves the customer experience and contributes to overall customer satisfaction.

You must use carriers that are integrated with Amazon. We currently support tracking information for these carriers:

• 360Lion
• 4PX
• Anjun
• BR1 Express
• Centex
• DHL
• DHL eCommerce
• FedEx
• SF Express
• SFC
• Yanwen
• Yun Express
• UBI
• UPS

VTR policy for items shipped from out of the country

If you ship items directly from out of the country, you must provide a valid tracking number for these.

It is mandatory to input correct carrier name and valid tracking number. Providing details to enable the tracking of the shipment improves the customer experience and contributes to overall customer satisfaction.

You must use carriers that are integrated with Amazon. We currently support tracking information for these carriers:

• 4PX
• Centex
• China Post
• Correios
• DHL
• DHL eCommerce
• FedEx
• SF Express
• SFC
• UPS
• USPS
• Yanwen
• Yun Express

Viewing VTR metric and report

To view your VTR metric:

1. From the Performance menu, select Account Health.
2. Locate the Shipping performance section and click View details.
3. Select the Valid Tracking Rate tab on the left side of the page to see the metric in detail.

To download the VTR defect report:

1. Click Download report in the Shipping performance section.
2. Filter by carrier or product category.

Allow 72 hours for the report and metric to reflect any updates.

Editing tracking information

You can edit order-tracking information before the delivery date. To do so, follow these steps:

1. Go to Orders, and then Manage orders.
2. Check if Order ID is selected for Search, enter the order ID, and click Search.
3. Once you find the correct order, click Edit shipment and provide the revised tracking information.
4. Re-confirm the shipment.

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

Best practices to upload tracking information

For the tracking number, verify that:

• You entered the tracking ID correctly.
• You did not leave the tracking information blank.
• You did not enter special characters (such as punctuation) that our system cannot recognize in the tracking information.

For the carrier name, verify that:

• You selected a carrier from the dropdown menu in the Manage orders page. Note that selecting Other as carrier name and manually inputting a carrier name for integrated carriers in the free form text field will result in tracking being marked as not valid.
• You followed the instructions here for the shipments that you confirm via Bulk upload feeds.
• You entered the carrier name that is associated with the tracking number. For example, if you use DHL to ship a package, but enter FedEx as the carrier name, the tracking will be marked as invalid.
• You used a carrier that is integrated with Amazon.

For shipment confirmation and update, make sure to confirm/update the tracking information before the package is delivered. If the tracking information is confirmed/updated after the package is delivered, that means the buyer was not able to track the order. This is not useful to the buyer, and the order will not count toward your VTR metric.

Maintaining the Valid Tracking Rate

• Choose carriers that are integrated with Amazon.
• For package value above BRL 27 and shipped from China, ship the package with a carrier that provides fully tracking options.
• Verify carrier name/tracking ID.
• Confirm/update the tracking information before the order is delivered.

VTR below the requirement

After August 9, 2021, sellers must maintain a VTR greater than or equal to 95%. A VTR below 95% in a product category can result in restrictions on your ability to sell non-FBA items within that category. You can submit a plan of action to op-pso-vtr-appeals@amazon.br to request the restoration of your eligibility to the affected category.