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automated system keeps rejecting my appeals due to a carrier tracking recycling error
Summary: mufasasecurity discussed an issue with eBay regarding a wrongly assigned late shipment defect due to a tracking number glitch. Despite submitting evidence showing the item was delivered on time and receiving positive feedback from the customer, eBay's automated system denied the appeal, citing a delay in shipping. Suggestions include engaging with customer service through private messages on social media, although mufasasecurity noted limited success with this approach. comics-scifi-collectibles mentioned checking for known tracking number issues, with no current open issues identified by eBay representatives. The conversation emphasizes the need for human oversight in discrepancy cases with automated processes.
I appealed a late shipment defect on Order . This sale was a SINGLE item Listing (meaning an available quantity of exactly ONE item).
The delivery of my sale was affected by a USPS or Ebay recycled Tracking Number glitch that is actually very common. The tracking history shows a physical impossibility: The first track number reflects my item was sold at 11:30PM on Wednesday, 5/6. The package shows "Pre-shipment info sent to USPO on 5/7" when that was actually the date and time my order was picked up from a scheduled pickup from my mail carrier off my front porch. The next entry on the false tracking is Sunday Jun 21st -when it picks up with me dropping off my package to the post office in another state....Indianapolis. Let's think about that- that means not only would I need to travel to another state to drop off my $30 sale- it also means my customer waited over 6 weeks for their purchase without so much as a complaint, message nothing. What is the possibility of that? NONE
8:03am
Departed USPS Regional Facility
INDIANAPOLIS IN DISTRIBUTION CENTER, 46219
Sun, Jun 21
7:39pm
Arrived at USPS Regional Facility
INDIANAPOLIS IN DISTRIBUTION CENTER, 46219
Thu, May 7
3:41am
PRE-SHIPMENT INFO SENT USPS AWAITS ITEM
ANAHEIM, CA 92806
Thu, May 7
12:15am
Shipping Label Created, USPS Awaiting Item
ANAHEIM, CA 92806
Thu, May 7
12:15am
Tracking number provided
The SECOND tracking number on my SINGLE ITEM SALE - - this is the ACTUAL TRACKING INFORMATION
Delivered by USPS on Tue, May 12.
Shipped to buyer
Shipment history
USPS:
Tue, May 12
10:46am
Delivered, Front Door/Porch
DALY CITY, CA 94015
Tue, May 12
6:21am
Out for Delivery, Expected Delivery by 9:00pm
DALY CITY, CA 94015
Tue, May 12
6:10am
Arrived at Post Office
DALY CITY, CA 94015
Tue, May 12
5:14am
Arrived at USPS Facility
DALY CITY, CA 94015
Tue, May 12
4:48am
Departed USPS Regional Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94188
Tue, May 12
3:59am
Arrived at USPS Regional Destination Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94188
Mon, May 11
11:10am
Processing at USPS Facility
SAN BRUNO, CA 94066
Mon, May 11
2:23am
Processing at USPS Facility
SAN BRUNO, CA 94066
Sun, May 10
2:44am
Arrived at USPS Facility
DALY CITY, CA 94015
Sun, May 10
2:28am
Departed USPS Regional Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94188
Sun, May 10
12:53am
Departed USPS Regional Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94804
Sat, May 9
11:47pm
Departed USPS Regional Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94804
Sat, May 9
8:13pm
PROCESSED THROUGH USPS FACILITY
SAN FRANCISCO CA DISTRIBUTION C, 94804
Sat, May 9
3:47pm
Arrived at USPS Regional Facility
SAN FRANCISCO CA DISTRIBUTION CENTER, 94804
Sat, May 9
1:38pm
In Transit to Next Facility
Sat, May 9
10:20am
In Transit to Next Facility
Sat, May 9
7:10am
Departed USPS Regional Facility
ANAHEIM CA DISTRIBUTION CENTER, 92899
Fri, May 8
8:38am
Departed USPS Regional Facility
ANAHEIM CA DISTRIBUTION CENTER, 92899
Fri, May 8
12:18am
Arrived at USPS Regional Origin Facility
ANAHEIM CA DISTRIBUTION CENTER, 92899
Thu, May 7
5:50pm
Departed Post Office
ANAHEIM, CA 92806
Thu, May 7
3:07pm
USPS picked up item
ANAHEIM, CA 92806
Thu, May 7
3:41am
PRE-SHIPMENT INFO SENT USPS AWAITS ITEM
ANAHEIM, CA 92806
Thu, May 7
12:18am
Shipping Label Created, USPS Awaiting Item
ANAHEIM, CA 92806
Thu, May 7
12:18am
Tracking number provided
I only shipped ONE package which was scanned on time and delivered on time!!. We even spoke to our customer who said he was very happy with the transaction in May. He said "he never bought or paid or was shipped anything in June". I submitted all of this to Ebay and within 2 hours one of their Bots sent back a sorry, we cannot approve the change youre requesting because you were late. Your customer purchased the item on 5/6 and I didnt ship until June 25th. A Physical impossiblity. Obviously didnt read my plea- Only looked at one tracking number not both that I was complaining about. The letter doesnt even acknowedge there were 2 numbers and that only one made any sense. It is so frustrating when the fault is not your own. We do everything and I mean everything to maintain our Top Seller Plus badge (look at the time we pulled the packing slip for this sale - Midnight! We work Very Hard to be Best) but Ebay treats the Super Seller Plus like a carrot... dangling it over our heads. Pulling our badge for a scenero that makes no sense. This morning we received an email from Ebay 6 days after they pulled our badge without telling us a robot reviewed or and says do better !! The routing details are an impossible match to my sale yet, nobody to fix it at Ebay. Instead my store is penalized we did absolutely nothing to deserve a late shipment. Our customer even saved our store and gave us a good rating. Ebay just immediately removes Top Seller Statuses - with no second thought. No recourse. As everyone knows that costs top rated sellers money by cancelling our Top Seller Benefits. Frontline support agents keep repeating the automated text, but a human review would instantly show that no buyer would leave Positive feedback if an item actually took a month and a half to ship without complaint. Why doesnt Ebay have a leadership team to look at the actual transaction timelines, verify the buyer's positive feedback, and manually remove this false late shipping defects. I see Three times now that
Ebay has punished us for their double tracking number glitch. We never get it fixed - it reflects on our overall numbers etc.
Any suggestions? Anybody ever won a case with Ebay? how did you do it? How do I get a human being with some authority to look at this mess theyve created?
comics-scifi-collectibles
Mentor1 week ago@mufasasecurity I am going to ask the team if there is a known tracking number recycling issue. I have not heard of any recently.
@devon@ebay @elizabeth@ebay @kyle@ebay
devon@ebay
Hey @comics-scifi-collectibles ! From what we can see, there is no open issue for anything related to recycled tracking numbers.
mufasasecurity
OP1 week agoI kindly suggest you Search THIS forum. Search just the word "Tracking number" - there are pages and pages of this same problem! It exists. My customer even said "I didnt order something else from you guys? I got my stuff like 3 days later" The customers phone number is on the transaction why won't ebay do that? call the customer he is just as stimied as we are about this matter
mufasasecurity
OP1 week agoThank you. When I described what had happened to AI - it said its very common. There words not mine. Then I looked at other things we had been penalized for and wouldnt you know - 3 of the 5 were the same thing. Duplicate tracking numbers that are so far out there- they make zero sense. You know how shoppers are- you really think they would wait 5 weeks for a $25 item without saying a word? then proceed to save our store because they liked our follow up. Something really needs to be done. I am sure you will find that out. I can give you other examples from my store alone.
mufasasecurity
OP1 week agoE-commerce platforms experience this exact same issue, but how they handle it is completely different. [1, 2]
The root cause of this problem is not actually unique to eBay. It is an API synchronization lag loop triggered by third-party shipping software (like ShipStation or Pirate Ship) or international carrier pipelines (like Pitney Bowes) pushing a delayed batch of data to a marketplace after an order is already marked "delivered." [3, 4]
Sellers on other platforms run into this bug under slightly different circumstances: [5]
and article goes on to share how the other platforms Acknowledge the Problem and their fix.
mufasasecurity
OP1 week ago@Devon@eBay @Kyle@jasmen@ebay, I have a clear tracking recycling error where an automated system is keeping an on-time shipment defect despite the buyer leaving glowing positive feedback. Standard support keeps auto-denying it because they are reading the cached 45-day-old delivery data from a completely separate customer. Can you please have a technical supervisor review the backend log for this transaction?" Please! Devon@eBay, @Kyle@eBay, @jasmen@ebay
comics-scifi-collectibles
Mentor1 week ago@mufasasecurity You can try customer service on social media.
Contact customer service on social media using a PRIVATE message>
https://www.instagram.com/ebayforsellers/
6-6 Pacific Time M-F
mufasasecurity
OP1 week agoI will do that. I was told to do that on Facebook but they took off the private messages (too many people needed help that they couldnt get from bots)
comics-scifi-collectibles
Mentor1 week ago@mufasasecurity Instagram is the only social media option now.