Unable to add correct tracking after using my own USPS label
Summary: van-8289 explained a situation where they accidentally used their own USPS shipping label instead of a prepaid eBay label and now cannot update the tracking information on the order. Multiple participants, including caldreamer and mam98031, provided instructions on voiding the unused eBay label and advices on eBay's shipping processes, emphasizing the importance of learning these as a new seller. mam98031 and another participant noted the need to follow eBay's proper protocols to avoid errors. joeyroland empathized with van-8289 and pointed out the confusing aspects of eBay's label system, wishing for better clarity from eBay.
eBay provided me with a prepaid shipping label, but I did not use it. Instead, I purchased a different USPS label at the post office and shipped the package to the address shown on the eBay order.
The order currently displays the tracking number from eBay’s unused label. I have the receipt and tracking number for the label I actually used, but I cannot find an option to add or edit the tracking number.
How can I add the correct USPS tracking number to the order? Also, eBay’s help page says I do not need to cancel the unused prepaid label. Is there anything else I need to do to protect myself as the seller?
Thank you
joeyroland
·1 week agoI feel like a lot of the responses were/are pretty harsh. To summarize, eBay is making you use a prepaid label that you cannot cancel on certain items. And it's not very clear. Especially the part of the prevents you from canceling the label and entering your own information.
While folks are trying to be helpful and questioning the "why" of what's been done, it's not really addressing the "what" that relates to your scenario. I wish eBay was more forthcoming about the details.
I wish you luck and I'd personally love to see what your outcome is since this post might be a valuable resource to others in your scenario as the new rollout picks up more traction.
Good luck!
van-8289
OP1 week agoThank you so much for your kind words. Obviously, no one deliberately makes trouble for themselves, but we learn from our experiences and move forward.
mam98031
·2 weeks ago@van-8289 Ebay did NOT provide you with a "prepaid shipping label". They do NOT do that. For you to get a label on Ebay, you had to of PURCHASED it by processing the order you received. YOU were charged for that label.
In the future, since you are a new seller, I would strongly recommend that you do NOT ASSUME stuff on Ebay. LEARN the proper process by reading policy and/or asking questions here. Do your homework, this is a job not something you can successfully wing it for any period of time.
When you went to the PO to purchase a label, you paid FULL retail on that, so it cost you more than a label created on Ebay would have. So I'm unsure as to why you did that. You have now paid for the label you purchased at the PO and the one you purchased on Ebay.
The reason the label you purchased on Ebay still shows, is because you need to void the label so that you can get refunded for the amount Ebay charged you for that label. Know that carriers take 3-4 weeks to actually process your refund as they want to ensure you do not use the label. Below is a link to tell you how to void the shipping label.
https://www.ebay.com/help/selling/shipping-items/labels-packaging-tips/buying-printing-shipping-labels?id=4157
van-8289
OP2 weeks agoThank you for explaining the whole situation. I take full responsibility for my actions. I’m a new seller and still learning. Once the buyer receives the product, I’ll void the unused label. I appreciate your help.
mam98031
·2 weeks ago@van-8289 Why are you waiting until the buyer receives the time to void the unused label? That doesn't make sense. You have a limited amount of time in which you can void labels, and without good reason to wait, I'm unsure of what you think the advantage is of doing that.
van-8289
OP2 weeks agoI went to USPS yesterday and paid to ship the product to the buyer myself, so I didn’t use the shipping label through eBay. The tracking number shown in the Shipping column is different from the tracking number for the package I actually sent.
Under Selling > Orders > View Order Details > More Actions, I see an option to cancel the order, but I can not cancel it because I’ve already shipped the product (using my own label). I contacted an eBay help agent, who told me to wait for the buyer to confirm they’ve received it and said the unused label may not be refundable.
mam98031
·2 weeks ago@van-8289 I gave you the information above on how to void that shipping label you did not use. I'm sorry if the instructions were unclear. Simply go to your Shipped items, from the drop down menu on the left, select Void Label and follow the instructions. You are simply assuming things instead of actually following previous instructions. That is how lots of new sellers get themselves into trouble.
And again, when you purchased your shipping AT THE PO, you paid full retail price. You cost yourself actual money by doing this because you did not take advantage of the discounts Ebay offers when we create and USE the shipping labels on Ebay.
van-8289
OP2 weeks agoWhen I click Cancel Label, I see a message saying, “Prepaid labels can’t be cancelled.” I also tried to add the new tracking number, but I couldn’t find an option to do so. Instead, I sent the new tracking number to the buyer.
I’ve done everything I can to resolve this issue, so I’ll wait for the buyer to receive the package. Thank you so much for taking the time to reply to me. I really appreciate your help. I will make sure it doesn’t happen again.
mam98031
·2 weeks agoSounds like Ebay is doing some sort of test. We don't always know when they are doing those.
I would ask that you check you money. Do you see a deduction for that shipping label? Chances are that it doesn't get deducted from your account until it is actually used. So you may be fine.
This is a new experience we're introducing to simplify shipping for sellers. If you and your listings are eligible, this will be the only shipping option.
We are introducing this experience to a limited group of sellers who list eligible items. Your listings meet the criteria for this new experience. More sellers and categories will be added at a later date.
"What are the benefits of using this program? / Why should I use this label?"
There are many benefits to this shipping program:
Competitive shipping rates for your buyers available directly from eBay
No special packaging required - you can use any box to package your item, as long as it is within our size and weight limits
No printer needed - just show the QR code at the carrier and they’ll print the label for you
Tracking is automatically updated for your buyer
Once you ship with the prepaid label, you’ll receive the following protections:
You'll be protected if the item is lost or damaged from the point the item is scanned into the carrier’s delivery network and until it's marked as delivered
If there’s a delivery-related issue, we'll work directly with your buyer and handle all claims and paperwork with the carrier
Your seller performance standards and service metrics won’t be affected by late deliveries as long as the package is scanned by the carrier within your stated handling time
"I'm not happy with the label cost. This is making my listings less competitive."
When you ship your item with this program, we provide you with a prepaid label with tracking and protections against carrier loss and damage automatically included. It's important to price your items carefully to attract buyers who will be browsing similar items from other sellers in this program. You can also choose to offer free shipping which can help attract buyers and help your items sell quicker. See our Pricing your items help page for more tips.
With this prepaid label, you also benefit from the extra protections offered by this program. You're covered up to $200 if the item is lost or damaged in transit, and we'll handle claims directly with your buyers so you don’t have to. If you decide not to use the prepaid label you've been provided with, you won't be reimbursed for the cost if you purchase another label off eBay.
"How do I void a label?"
The seller doesn't need to cancel the label as unused labels will be voided automatically
https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ship-with-ebay?id=5575
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Still leaves the question as to why you would choose to pay more for shipping at the PO than you had to?
mam98031
·2 weeks agoThank goodness Ebay blocked you from Cancelling the transaction as that would be totally inappropriate. And if you had of succeeded, you would have had additional problems. PLEASE don't do something you are unsure of. The ramifications can cost you dearly.
adamcartwright
·2 weeks agoI think you'd better get a better handle on how shipping works before you proceed with selling here.
caldreamer
·2 weeks agoWhat do you mean EBAY provided you with prepaid label? You are the Seller and that means "you pay for all labels". You must "cancel label" if you want to label money refunded.
Go to ORDERS, LABELS (click CANCEL). It takes about 2-3 weeks for USPS to refund money for unused label.
To enter 2nd TRACKING NUMBER you got from the post office,
go to ORDERS (click on EDIT next to tracking#) and (ADD ADDITIONAL).
When you purchase labels directly from USPS you pay "full retail prices" (when you print through EBAY you get discounted rate). EBAY has contract with USPS, FedEx, UPS to get discounted rates.
van-8289
OP2 weeks agoI can’t cancel the label right away. I have to wait for the buyer to confirm they’ve received the product. Thank you so much for explaining the steps. This was my first sale, and I’ve learned from my mistakes. I appreciate you taking the time to reply to me.
fern*wood
·2 weeks agoWere you provided information about this new pre-paid shipping? Why did you not use that label?