Updating Tracking & Payout Holds
Summary: boxitupbaby shared an issue with the inability to delete an old tracking number, leading to a seven-day payout delay despite the package being delivered on time. ten_o_nine explained that it's a system limitation, as the old tracking must show a 'Delivered' status, which caused an automatic security hold. boxitupbaby questioned the process for undelivered or unreturned packages and whether an inquiry needs to be filed to resolve such issues.
Just wondering if anyone else has had this problem. I had an issue deleting an old tracking number that I replaced (the system would let me edit and add the new tracking info but the old one (which I did a package intercept on that never reached the customer) could not be deleted. So now instead of waiting 2 days or so for a payout, I'm waiting 7 (because of a system malfunction?) Can anyone tell me if this is a common occurrence or a one off glitch? Either way it seems unjustified ( considering I paid for 2nd day air so that the customer would get his item on time, but still I come up on the short end of it ) Pfffftt
ten_o_nine
·3 weeks agoIt's a system limitation rather than a glitch.
Because the system does not allow you to fully delete an old tracking number once it records carrier movement, it leaves both numbers active on the transaction. Even though you added the new 2nd Day Air tracking info and the customer received their item on time, the system is still waiting for the first package to show a "Delivered" status. Since that first package was intercepted and will never be delivered to the buyer, the system automatically defaults to a 7 to 21-day security hold.
boxitupbaby
OP3 weeks agoThanks for the system processing info. Still, if that is the case there shouldn't be an (X) beside any of the tracking numbers to begin with. What happens when the carrier has a package that is just never delivered or returned? Does a trouble ticket or incident report have to be filed for someone to do an inquiry and close it out?