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Seller_kVsXYS5f3lydO

Shipping Status Not Updating as Delivered Despite DHL Tracking Showing Delivered

Hi everyone,

We've recently encountered an issue with our FBA shipments using DHL Express. Even though the DHL tracking shows that the package has been delivered, the delivery status on the customer side isn't updating in their Amazon account. This can be confusing for our customers, as they are unable to see the "Delivered" status for their orders. The customer now can't create a return label or is trying to get the items for free

Has anyone else experienced this problem? If so, were you able to resolve it, and how? Any insights or advice would be much appreciated.

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13 respuestas
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Seller_kVsXYS5f3lydO

Shipping Status Not Updating as Delivered Despite DHL Tracking Showing Delivered

Hi everyone,

We've recently encountered an issue with our FBA shipments using DHL Express. Even though the DHL tracking shows that the package has been delivered, the delivery status on the customer side isn't updating in their Amazon account. This can be confusing for our customers, as they are unable to see the "Delivered" status for their orders. The customer now can't create a return label or is trying to get the items for free

Has anyone else experienced this problem? If so, were you able to resolve it, and how? Any insights or advice would be much appreciated.

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor
00
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Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Dominic from Amazon, I have not seen this before. Can you please share a few order ids and/or case ID's? I will review on my side and if necessary escalate internally.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi Dominic,

for example

113-9554474-3333013

he even emailed us saying that he received the package but can't return it because amazon not updating the shipping status. This is just one of the orders, most of our orders have this issue. This affected our order defect rate and lost most of our featured offer.

also this order: 112-3420698-5209037

amazon saying to this customer: My daughter told me she received them. Amazon had said “it may be list”. No refund needed. Thank you.

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this I took a look at the order and see what you are referencing. Can you please create a case ID with seller support, provide the order IDs and then share the case ID with me?

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for your help.

We we have multiple cases regarding this.

the last one: 16325807031

Nobody seems to offer good support and doesn't solve the problem

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this, I will escalate internally.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

This is still not solved and impossible to solve with the customer support from amazon as they do not understand this.

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Can you create a case using the investigation request via the contents tab of the shipment summary page? If so please do so and provide me with that case ID.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for the response, I can't seem to find this?

regards,

gregory

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Happy to help, this help page: Reconcile your shipment, should walk you through the steps.

Follow these steps to navigate to the shipment reconciliation tool:

  1. From the drop-down menu in Seller Central, select Inventory, and then select Shipments.
  2. Find your shipment and click Track shipment.
  3. In the shipment summary, click the Contents tab.

To reconcile your shipment, take the following steps on the Contents tab. For details of each step, refer to the sections below.

Step 1: View discrepancies and request research

  • View the Units located messages
  • View the Status messages
  • Request research

Step 2: Upload documents

Step 3: Provide additional information

Step 4: Preview and submit your request

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

I think you misunderstood me.

Amazon can't read our FBM orders tracking ID's. We ship from Belgium directly to US customers by FBM.

We use DHL express and upload the correct tracking, still amazon is not able to read this tracking correctly and showing "your item might be lost" on the customers side.

00
Sigue esta conversación para recibir notificaciones cuando haya nueva actividad
user profile
Seller_kVsXYS5f3lydO

Shipping Status Not Updating as Delivered Despite DHL Tracking Showing Delivered

Hi everyone,

We've recently encountered an issue with our FBA shipments using DHL Express. Even though the DHL tracking shows that the package has been delivered, the delivery status on the customer side isn't updating in their Amazon account. This can be confusing for our customers, as they are unable to see the "Delivered" status for their orders. The customer now can't create a return label or is trying to get the items for free

Has anyone else experienced this problem? If so, were you able to resolve it, and how? Any insights or advice would be much appreciated.

30 visualizaciones
13 respuestas
Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor
00
Responder
user profile
Seller_kVsXYS5f3lydO

Shipping Status Not Updating as Delivered Despite DHL Tracking Showing Delivered

Hi everyone,

We've recently encountered an issue with our FBA shipments using DHL Express. Even though the DHL tracking shows that the package has been delivered, the delivery status on the customer side isn't updating in their Amazon account. This can be confusing for our customers, as they are unable to see the "Delivered" status for their orders. The customer now can't create a return label or is trying to get the items for free

Has anyone else experienced this problem? If so, were you able to resolve it, and how? Any insights or advice would be much appreciated.

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor
00
30 visualizaciones
13 respuestas
Responder
user profile

Shipping Status Not Updating as Delivered Despite DHL Tracking Showing Delivered

por parte de Seller_kVsXYS5f3lydO

Hi everyone,

We've recently encountered an issue with our FBA shipments using DHL Express. Even though the DHL tracking shows that the package has been delivered, the delivery status on the customer side isn't updating in their Amazon account. This can be confusing for our customers, as they are unable to see the "Delivered" status for their orders. The customer now can't create a return label or is trying to get the items for free

Has anyone else experienced this problem? If so, were you able to resolve it, and how? Any insights or advice would be much appreciated.

Gestionar pedidos
Etiquetas:Envío, Gestionado por el vendedor
00
30 visualizaciones
13 respuestas
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13 respuestas
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user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Dominic from Amazon, I have not seen this before. Can you please share a few order ids and/or case ID's? I will review on my side and if necessary escalate internally.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi Dominic,

for example

113-9554474-3333013

he even emailed us saying that he received the package but can't return it because amazon not updating the shipping status. This is just one of the orders, most of our orders have this issue. This affected our order defect rate and lost most of our featured offer.

also this order: 112-3420698-5209037

amazon saying to this customer: My daughter told me she received them. Amazon had said “it may be list”. No refund needed. Thank you.

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this I took a look at the order and see what you are referencing. Can you please create a case ID with seller support, provide the order IDs and then share the case ID with me?

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for your help.

We we have multiple cases regarding this.

the last one: 16325807031

Nobody seems to offer good support and doesn't solve the problem

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this, I will escalate internally.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

This is still not solved and impossible to solve with the customer support from amazon as they do not understand this.

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Can you create a case using the investigation request via the contents tab of the shipment summary page? If so please do so and provide me with that case ID.

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for the response, I can't seem to find this?

regards,

gregory

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Happy to help, this help page: Reconcile your shipment, should walk you through the steps.

Follow these steps to navigate to the shipment reconciliation tool:

  1. From the drop-down menu in Seller Central, select Inventory, and then select Shipments.
  2. Find your shipment and click Track shipment.
  3. In the shipment summary, click the Contents tab.

To reconcile your shipment, take the following steps on the Contents tab. For details of each step, refer to the sections below.

Step 1: View discrepancies and request research

  • View the Units located messages
  • View the Status messages
  • Request research

Step 2: Upload documents

Step 3: Provide additional information

Step 4: Preview and submit your request

Best,

Dominic

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

I think you misunderstood me.

Amazon can't read our FBM orders tracking ID's. We ship from Belgium directly to US customers by FBM.

We use DHL express and upload the correct tracking, still amazon is not able to read this tracking correctly and showing "your item might be lost" on the customers side.

00
Sigue esta conversación para recibir notificaciones cuando haya nueva actividad
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Dominic from Amazon, I have not seen this before. Can you please share a few order ids and/or case ID's? I will review on my side and if necessary escalate internally.

Best,

Dominic

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Dominic from Amazon, I have not seen this before. Can you please share a few order ids and/or case ID's? I will review on my side and if necessary escalate internally.

Best,

Dominic

00
Responder
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi Dominic,

for example

113-9554474-3333013

he even emailed us saying that he received the package but can't return it because amazon not updating the shipping status. This is just one of the orders, most of our orders have this issue. This affected our order defect rate and lost most of our featured offer.

also this order: 112-3420698-5209037

amazon saying to this customer: My daughter told me she received them. Amazon had said “it may be list”. No refund needed. Thank you.

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi Dominic,

for example

113-9554474-3333013

he even emailed us saying that he received the package but can't return it because amazon not updating the shipping status. This is just one of the orders, most of our orders have this issue. This affected our order defect rate and lost most of our featured offer.

also this order: 112-3420698-5209037

amazon saying to this customer: My daughter told me she received them. Amazon had said “it may be list”. No refund needed. Thank you.

00
Responder
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this I took a look at the order and see what you are referencing. Can you please create a case ID with seller support, provide the order IDs and then share the case ID with me?

Best,

Dominic

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this I took a look at the order and see what you are referencing. Can you please create a case ID with seller support, provide the order IDs and then share the case ID with me?

Best,

Dominic

00
Responder
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for your help.

We we have multiple cases regarding this.

the last one: 16325807031

Nobody seems to offer good support and doesn't solve the problem

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for your help.

We we have multiple cases regarding this.

the last one: 16325807031

Nobody seems to offer good support and doesn't solve the problem

00
Responder
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this, I will escalate internally.

Best,

Dominic

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Thank you for this, I will escalate internally.

Best,

Dominic

00
Responder
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

This is still not solved and impossible to solve with the customer support from amazon as they do not understand this.

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

This is still not solved and impossible to solve with the customer support from amazon as they do not understand this.

00
Responder
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Can you create a case using the investigation request via the contents tab of the shipment summary page? If so please do so and provide me with that case ID.

Best,

Dominic

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Can you create a case using the investigation request via the contents tab of the shipment summary page? If so please do so and provide me with that case ID.

Best,

Dominic

00
Responder
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for the response, I can't seem to find this?

regards,

gregory

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

Thanks for the response, I can't seem to find this?

regards,

gregory

00
Responder
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Happy to help, this help page: Reconcile your shipment, should walk you through the steps.

Follow these steps to navigate to the shipment reconciliation tool:

  1. From the drop-down menu in Seller Central, select Inventory, and then select Shipments.
  2. Find your shipment and click Track shipment.
  3. In the shipment summary, click the Contents tab.

To reconcile your shipment, take the following steps on the Contents tab. For details of each step, refer to the sections below.

Step 1: View discrepancies and request research

  • View the Units located messages
  • View the Status messages
  • Request research

Step 2: Upload documents

Step 3: Provide additional information

Step 4: Preview and submit your request

Best,

Dominic

00
user profile
Dominic_Amazon
En respuesta a la publicación de Seller_kVsXYS5f3lydO

Hi @Seller_kVsXYS5f3lydO,

Happy to help, this help page: Reconcile your shipment, should walk you through the steps.

Follow these steps to navigate to the shipment reconciliation tool:

  1. From the drop-down menu in Seller Central, select Inventory, and then select Shipments.
  2. Find your shipment and click Track shipment.
  3. In the shipment summary, click the Contents tab.

To reconcile your shipment, take the following steps on the Contents tab. For details of each step, refer to the sections below.

Step 1: View discrepancies and request research

  • View the Units located messages
  • View the Status messages
  • Request research

Step 2: Upload documents

Step 3: Provide additional information

Step 4: Preview and submit your request

Best,

Dominic

00
Responder
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

I think you misunderstood me.

Amazon can't read our FBM orders tracking ID's. We ship from Belgium directly to US customers by FBM.

We use DHL express and upload the correct tracking, still amazon is not able to read this tracking correctly and showing "your item might be lost" on the customers side.

00
user profile
Seller_kVsXYS5f3lydO
En respuesta a la publicación de Dominic_Amazon

Hi,

I think you misunderstood me.

Amazon can't read our FBM orders tracking ID's. We ship from Belgium directly to US customers by FBM.

We use DHL express and upload the correct tracking, still amazon is not able to read this tracking correctly and showing "your item might be lost" on the customers side.

00
Responder
Sigue esta conversación para recibir notificaciones cuando haya nueva actividad