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.
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.
13 respuestas
Dominic_Amazon
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
Seller_kVsXYS5f3lydO
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
Dominic_Amazon
Hi @Seller_kVsXYS5f3lydO,
Thank you for this, I will escalate internally.
Best,
Dominic
Seller_kVsXYS5f3lydO
Hi,
This is still not solved and impossible to solve with the customer support from amazon as they do not understand this.
Dominic_Amazon
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
Seller_kVsXYS5f3lydO
Hi,
Thanks for the response, I can't seem to find this?
regards,
gregory
Dominic_Amazon
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:
- From the drop-down menu in Seller Central, select Inventory, and then select Shipments.
- Find your shipment and click Track shipment.
- 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
Seller_kVsXYS5f3lydO
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.
Dominic_Amazon
Hi @Seller_kVsXYS5f3lydO,
DHL should be integrated with Amazon Systems and we shouldn't have any issues in using them as the valid tracking rate. Have you tried other carriers?
Best,
Dominic
Seller_kVsXYS5f3lydO
Hi Dominic,
Amazon is unable to read this and we can't switch this. So DHL doesn't show the exact delivery address on the tracking due to privacy, I think this might be the Issue.
I found someone with the same issue, but from the UK and 4 years ago.
https://sellercentral-europe.amazon.com/seller-forums/discussions/t/56d3b7f462363e2fbeb286da9929f8c0?utm_source=chatgpt.com
Dominic_Amazon
Hi @Seller_kVsXYS5f3lydO,
Thank you for the additional info. Is DHL the only carrier you are able to use to fulfill orders? Understand you shared an older thread however I have not seen issues with DHL any time recently.
Best,
Dominic
