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Tracking number on USPS label ebay sent me to return an item isn't trackable
Summary:
The USPS tells me that the tracking number on the USPS Ground Advantage shipping label sent to me by ebay doesn't exist. When I scan the bar code with the USPS app, the code is scanned successfully but the message is "Unfortunately, there are multiple items with the information. For clarification, go to the full version of USPS.com or call 1-800-275-8777".
Details:
I printed a USPS Ground Advantage shipping label using the "Print label" button on the "Return item" page for a purchase, and I affixed the label to the return package. I handed it off to my local mail carrier, I watched her scan it, and I took a photo of the hand off / scan. This was on the day before Thanksgiving (November 26).
This morning I received an email from ebay reminding me to ship the item. I checked online and, sure enough, ebay doesn't show that I've shipped the item. When I scan the barcode on the label with my phone's USPS app, I get the following error message: "Unfortunately, there are multiple items with the information. For clarification, go to the full version of USPS.com or call 1-800-275-8777"
This afternoon, I drove to the post office, and I asked the person at the counter to scan the bar code on another print of the same label. He then tried typing the tracking number in by hand, and he told me that the system says the tracking number doesn't exist.
I've contacted the seller to let them know about this, and I attached photos of the package with the label and the hand-off to my USPS mail carrier but there seems to be a misunderstanding (the seller told me to print the label and mail the package - which I've already done).
The ebay AI assistant hasn't been helpful, and I go around in circles trying to find a way to actually contact ebay about this. If anyone has had this happen and / or has a helpful suggestion or two, I would be grateful to hear it.
inceptions
Mentor8 months ago@halhollis
OK, it sounds like eBay issued a tracking # that is invalid somehow, so you will need to speak with them.
Go to the link below, scroll down and use the contact link at the bottom of the page over on the right. If you don't get a Have us call you option, type "Agent" in the chat box so that you can speak directly with a live rep.
halhollis
OP8 months agoThank you for your help! For what it's worth, I did have a rep call me, and they seemed as perplexed as I. Essentially, the rep's advise was that I call USPS and have them fix the problem since, as far as he could tell, the label was validly purchased from USPS. I told the rep to please put in the notes that I was very skeptical that the USPS would do anything other than tell me to work it out with ebay.
However, before I could place that call, I received a message from ebay stating that the seller had been notified of the problem, and that the seller would provide me with updated shipping:
"We've asked the seller to contact you through My eBay: Messages, so be sure to check your inbox while your case is on hold. When the seller takes the next step to facilitate the return, you can return the item for a full refund."
The seller did indeed send me an ebay message with a new shipping label. This time, I took the package (with new label attached) to the post office, and I asked the person helping me if she could tell me if the new label was valid (after showing her the previous label with "Fraud" written on it). She scanned the new label, printed me a receipt, and said "it wouldn't scan if it wasn't a valid label.
But I then pointed out that the receipt had a different numeric tracking number than the tracking number on the label. This, as you might imagine, resulted in a call to a supervisor. Essentially, neither the tracking number printed on the label nor the tracking number printed on the receipt were showing up as valid.
In addition, when I scan the bar code (or QR code) on the new label, the tracking app one again gives the "there are multiple items..." error message just as it did with the original label.
I've messaged the seller with a shorter version of the above, and I will try to get an ebay rep to call so that I can give them the same information.
inceptions
Mentor8 months agoHi @halhollis
That's all very strange. I hope eBay can straighten this out for you. Whose paying for shipping, you or the buyer? If you are paying for shipping, you might ask if eBay can credit you for the shipping label so you can buy one yourself at the post office or online at a site like Pirate Ship. If you go this route, be sure to upload the tracking # to the return case.
halhollis
OP8 months agoThank you again for replying! The seller is paying for the return shipping.
To be clear, as a seller, I've never had an issue like this for the USPS labels that I've purchased via ebay so, like you say, it's all very strange. This is the first item I've ever tried to return as a buyer.
inceptions
Mentor8 months agoHi @halhollis
What happened when you called USPS at the number they directed you to?
halhollis
OP8 months agoWhen I called the USPS number, and after working through the auto-attendant menu, I got cut off. That's why I decided to take a trip to the post office and talk with a human being.
I do have an update:
The day after I posted, I spoke with my USPS carrier about this, and she also looked up the tracking number. She remembered me giving her the package and scanning it in, and she was as perplexed as I as she looked up the tracking number to no avail.
About 30 minutes ago, she came to my door with the package. There is a label dated 12/03/25 affixed over the original shipping label with the following text:
"RETURN TO SENDER
IN DISPUTE
UNABLE TO FORWARD
RETURN TO SENDER"
Also, written over the original shipping label in Sharpie ink is "Fraud". I will now ask ebay to step in.
inceptions
Mentor8 months ago@halhollis
So do you see an update to the tracking now? (Look at the tracking on the carrier website rather than on eBay.)
halhollis
OP8 months agoWith the USPS web based tracking tool as well as the USPS iPhone app, the tracking number search yields the following message:
"Tracking is not available for this item. This may be because the tracking number is invalid; USPS has not yet received payment; USPS has not yet received the item; the item does not include tracking; or other reasons."