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Late Shipment caused by a rogue extra USPS tracking ID - eBay removal request system no help.....
Summary: highton is experiencing an issue with eBay's tracking system, where a rogue USPS tracking ID is affecting their seller rating. The order originally shipped on time, but an additional incorrect tracking number shows a late shipment, which the automated system won't remove. selforfun suggested editing the tracking information and recommended contacting eBay through Instagram for a manual review. highton followed this advice and reported back that someone from Instagram supported the request and forwarded it to the tech team. The community acknowledges and appreciates the guidance offered.
I have a single item sale where it was one item in one box shipped one time. The order was tagged with 2 USPS tracking ID's, one of which showed it shipped and arrived 5 weeks late. The accurate one shows it shipped next day and everything was on time. When I asked for it to be removed the eBay system ONLY looked at the first tracking ID in the list and it was the rogue extra one and is denying my removal request.
A snip below shows the order with 2 tracking ID's for a single Qty 1 video game sale. The second snip below shows the correct tracking information of on time shipment and delivery. The third snip below shows the rogue tracking ID of it all shipping and arriving 5 weeks late. The tracking dispute system will only look at the first tracking ID in the list which is the rogue one.
How do I get a hold of a human to look into this and get it removed as I need to protect my top seller rating.
Thank you....
selforfun
Mentor3 weeks agoHi @highton
From your screenshots, the problem is pretty clear, and the additional information you provided makes it even clearer.
The sale was on July 26, and the correct USPS tracking shows the package was shipped on July 27 and delivered on July 29. With your 2-day handling time, that shipment was clearly sent on time.
The problem appears to be the second USPS tracking number that somehow became attached to this single-item order. That tracking shows activity more than a month later, and it appears the automated removal system is using that incorrect tracking number.
Before doing anything else, I would first try removing the incorrect tracking number from the order.
In Seller Hub:
Go to Orders > Paid and shipped.
Find this order.
Open the shipping/tracking details.
Edit the tracking information and delete the incorrect USPS tracking number.
Make sure the correct July tracking number remains attached to the order and save the changes.
Tracking items you’ve sold:
https://www.ebay.com/help/selling/posting-items/tracking-items-youve-sold?id=4088
After removing the incorrect tracking number, give the system some time to update and check your Seller Standards again.
If eBay will not allow you to remove it, or the late shipment remains after the incorrect tracking has been removed, I would stop submitting the same automated removal request if it continues looking at the wrong tracking number.
At that point, save the screenshots you posted here and have the item number and both tracking numbers ready. Send a private message to eBay through their official Instagram account and ask for a manual review:
https://www.instagram.com/ebay/
Keep the explanation simple:
“This was one item shipped in one package. The sale was July 26 with 2-day handling. The correct USPS tracking shows shipment on July 27 and delivery on July 29. A second incorrect tracking number is attached to the order, and the automated late-shipment appeal is reviewing that tracking instead. Please manually review the correct tracking and remove the late shipment.”
Appeal a defect or late shipment:
https://www.ebay.com/help/selling/selling-seller-performance/appeal-defect?id=4871
highton
OP3 weeks agoThank you very much for your advice. The system seems to have a lock on the tracking #'s once an item is delivered and will not let me remove it (see snip below). I'm going to take to the Instagram route you've recommended. Thank you again for your guidance, very much appreciated!
selforfun
Mentor3 weeks ago@highton You are very welcome - we are here to support our great community!
highton
OP3 weeks agoAlso, small detail left out, the sale date was July 26th and I have 2-day shipping.
Highton
selforfun
Mentor3 weeks agoThat helps clarify it even more. A July 26 sale with a July 27 USPS acceptance scan is clearly within your 2-day handling time, so the extra tracking number appears to be the real issue here.
highton
OP3 weeks agoI contacted Instragram and someone named Laurence reviewed everything with me and confidently said he could have it removed and to watch for that within 7 days. He said it was very odd and had no explanation of what could have made this occur. He is forwarding it onto his tech team. Thank you again for your help...it's good to know the Instragram account has real people you can resolve these technicalities with.