ShipScript has been an eBay Community volunteer since 2003, specializing in HTML, CSS, Scripts, Photos, Active Content, Technical Solutions, and online Seller Tools.
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Hi @wilsonharborsales . I'd take all of the below actions on the website. After doing all of this, that info should carry over to the app.
First go to this page under your account settings and update all relevant address fields. The next time you go to print a label, click on edit next to your ship from address on the right side of the page to make sure the updated address is showing before you purchase the label. (You may have to expand shipping options on the top right of the page to see this option).
Don't forget to update the location on your listings. Go to your active listings page in seller hub, select all listings, click the edit button in the menu above your listings. From there you can use the bulk editor to change the ship from zip code on your listings to ensure accurate rates when calculated shipping is used.
I had encountered an issue when trying to print labels, and this was not in the APP but on the web tool.
The Labels program was showing the wrong address (extracted from my registration address).
I went into my ship-from and return addresses and updated both addresses.
Returning to the label program, the addresses remained old.
But back at the account settings, the addresses were correct.
Resetting and clearing cache and cookies did not change what appeared on the label program.
After a whole suite of tests, the resolution was to ADD new ship-to and return addresses and make them primary. In doing so, the newly added addresses looked exactly like my edited addresses (as they were both the same new address), but the label program still saw them differently. The ADDED addresses were correct, but the EDITED older addresses displayed old on the label screen instead of displaying the edited update. So I deleted the old ones.
Thus, my long term solution was to ADD the new addresses and DELETE the old ones.
Buyers are similarly complaining that old addresses are being sent to sellers after checkout. This sounds like it may be a related problem where "editing" the registration address (or possibly the ship-to addresses) does not perform the same function as ADD new and DELETE old on the ancillary addresses.
Anyway, I would suggest investigating this same ADD and DELETE process on the Mobile App and reporting the results.
@valueaddedresource wrote:
@wilsonharborsales it appears that this may not just be impacting sellers either.
I've seen a few reports from buyers that say it is defaulting back to old ship to addresses for their purchases and I'm seeing at least one report on the UK forum as well, so it may be a global issue.
devon@ebay kyle@ebay elizabeth@ebay do you have any open tickets for this?
Hey @valueaddedresource! Our Product teams have seen reports of this as well and they are investigating the issue. As of now we do not have a ticket we can share but if and when one does come open we will be sure to let you and others know.
Devon,
@valueaddedresource wrote:
@wilsonharborsales it appears that this may not just be impacting sellers either.
I've seen a few reports from buyers that say it is defaulting back to old ship to addresses for their purchases and I'm seeing at least one report on the UK forum as well, so it may be a global issue.
devon@ebay kyle@ebay elizabeth@ebay do you have any open tickets for this?
Hey @valueaddedresource! There is now an official sitewide ticket open for this under ALERT15269. I will have the Tech board updated here shortly and we advise members to reach out to customer support to have their account added as an example for our Tech team to use to find the root cause.
Devon,
devon@ebay sellers report receiving an email acknowledging the issue and saying it goes back as far as April 7.
The message says eBay will protect performance for canceled orders, remove negatives, and refund fees - but it does not say anything about losses for orders that have already been shipped and delivered to incorrect address.
Will sellers also receive full protection (with eBay funding any refunds) on Item Not Received claims and chargebacks resulting from an eBay error that provided incorrect ship to addresses on these orders?
@valueaddedresource wrote:
devon@ebay sellers report receiving an email acknowledging the issue and saying it goes back as far as April 7.
The message says eBay will protect performance for canceled orders, remove negatives, and refund fees - but it does not say anything about losses for orders that have already been shipped and delivered to incorrect address.
Will sellers also receive full protection (with eBay funding any refunds) on Item Not Received claims and chargebacks resulting from an eBay error that provided incorrect ship to addresses on these orders?
Hey @valueaddedresource! I am checking on this with different Product teams and once I have more insight I will let you know.
Devon,
