Has anyone else experienced losing all buy boxes due to this glitch where Amazon is not recognizing Purolator tracking (there are multiple threads about this)? Case number 15210997531 if there is an Amazon rep here. Initially, I believed Amazon would quickly rectify the issue or prevent any negative consequences. Unfortunately, that was overly optimistic. Our VTR is now at 70%, normally we're 99%.

This is now the 2nd time we lost all buy boxes this week. Previously Amazon restored it with an 'override after a few hours.

The latest response from Amazon Selling Partner Support after we asked about what happened to our buy-boxes.

"We apologize for the inconvenience at this time. We understand your concerns regarding ASIN: ******** and recognize the importance of resolving this issue for your business operations.

Our internal team has conducted thorough research and determined that the problem is related to account-level issues, not ASIN-level issues, affecting your eligibility for the featured offer.

A key factor is your VTR, which is significantly below the target. VTR, a performance metric, is crucial as it represents the percentage of merchant-fulfilled packages with a valid tracking number. It's essential for tracking orders, which Amazon customers heavily rely on. Therefore, providing tracking numbers for orders sold on Amazon is mandatory. Some items are exempt from VTR requirements. Please visit this page to check if your items meet our criteria."

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After receiving this response, I replied that the issue was a glitch, so it should not impact our buy-box rate. Later, an agent called and advised submitting an 'appeal,' though we were not previously informed of any problems to warrant an appeal.

We are currently awaiting a response from another escalated ticket to the 'buy box qualification' team by a leadership agent. The handling of this situation is disappointing. Moreover, our Order Defect Rate has spiked due to an increase in instantly-granted A-Z claims, leading to an influx of buyer messages and longer reply times, hindering our ability to address critical issues.

These challenges have also led to substantial financial losses from increased refunds. While Amazon emphasizes metrics, it is crucial to consider the implications when these metrics fail to reflect the actual situation accurately.