Just over a month ago Amazon deactivated one of the categories I sell on due to a below 95% VTR.

I downloaded the defect report and investigated each order that affected the fall in VTR, 12 orders were affected in total. 8 of the orders were shipped using a DHL Express service and the tracking numbers used are valid.

I appealed through the seller performance page on seller central and received a reply saying more information was required. after going through the process 3 times and receiving the same generic message I decided to call seller support.

The Amazon seller support agent was really helpful and we spent over an hour going through each order. He was able to track the 8 DHL orders and 2 APC orders. The other 2 were incorrectly submitted and this was stated on the appeal with an action plan.

The shipping option for DHL will only allow you to choose one DHL Carrier and 1 service for the Express option so there the orders were not incorrectly submitted (all merchant fulfilled)

I have spoken to seller support several times now and each time I call they say the issue is still being investigated and the category affected will remain deactivated until they complete the investigation. The initial Amazon support agent advised me to not add an additional appeal as I had already provided all of the required information.

In the meanwhile due to the continued issue with both DHL and APC my other categories are falling below the 95% required VTR so I fear it is only a matter of time before these are deactivated too.

How do I resolve this issue?