DHLeC shipments not updating correctly on eBay's platform. Losing TRS status.

[tri-state-camera]

Dear eBay technical support,

I am writing on here today, to bring to your attention a glitch on your platform with DHLeCommerce shipments that has been affecting our business since October 2022.

In November 2022, we began contacting eBay's Merchant/Concierge team to report the issue and request that the defects be removed before evaluation. Despite our repeated requests, the issue has not been resolved and we are still losing our Top-Rated Seller (TRS) status as a result.

Here are some examples of the tracking issues we have been experiencing:

• Some shipments update on eBay's platform with scans from the carrier, while others do not update at all.
• Some shipments show scans from the carrier, but the scans do not include any details other than timestamps and locations.

All of our DHL shipments can be tracked with confirmed status updates on a daily basis with their website.

As a result of these tracking issues, we are losing TRS status for shipments that have been uploaded, scanned and delivered on time for the following metric "Uploaded on time but no carrier scan". This is causing us to lose sales and revenue until ebay reinstates our status in the backend. 

We have been working with eBay support for nine months to resolve this issue, but we have not been able to get any traction. We have been assigned multiple SR and ALERT numbers, but no one seems to be able to fix the problem.

We are requesting that eBay take immediate action to resolve this issue.

We appreciate your time and attention to this matter. We look forward to hearing from support soon.

Sincerely,

Tri-State-Camera

(ALERT14306 / INC000005422353)

(ALERT14711) 

[tri-state-camera]

Update: This thread and eBay support aren't providing any updates on the issue. However, from the day I posted this until today there have been several updates on how the tracking system is handling these shipments now. 

Previously all shipments with the issue showed the following when clicking into the tracking on a shipment "DHLeC > DHL: TRACKING#" & "DHLeC > DHL Global Mail: TRACKING#".

From June 08th onward, it's been changed to reflect "DHLeC > USPS: TRACKING#" which also populates a link to USPS's website to track the shipment when clicking the tracking number. A great improvement as it's now updating with tracking details, and allows customers to go to the secondary carrier's link for observation on their site.

As of today, I am seeing now that the tracking shows "DHL eCommerce > DHL eCommerce Solutions: TRACKING#". All of the details are populating and updating on our metrics. 👍 Our only request is to make the tracking number link to DHL.com using the following prefix for the link "https://www.dhl.com/us-en/home/tracking/tracking-ecommerce.html?submit=1&tracking-id=30-DIGIT-TRACKING-NUMBER-HERE".