Bought a single item split in two boxes, Ebay only generated one tracking number

[macacobala]

I have bought a single item split into two boxes.

I can see in the tracking logs that ebay received 2 boxes at the warehouse, they have a couple of hours of difference between them being received by ebay.

from the warehouse only one tracking number has been created, and the DHL driver delivered only 1 piece, and showed that I was signing for only a single box.

now ebay marked my order as delivered, but I only got one box, there is no additional tracking number and DHL told me they only had tracking for a single box.

How can I find where this item went missing? Ebay won’t allow me to open a case in the item

[mtgraves7984]

How can I find where this item went missing? Ebay won’t allow me to open a case in the item

@macacobala 

You could open a Return request, citing 'Missing parts' (or whatever the verbiage)... eBay won't care. Good luck.

[gator08041971]

@macacobala 

I can see in the tracking logs that ebay received 2 boxes at the warehouse,

How were you seeing these?  Via the tracking?

from the warehouse only one tracking number has been created, and the DHL driver delivered only 1 piece, and showed that I was signing for only a single box.

Are you sure the item was not all in one box?

How can I find where this item went missing?

I'm afraid the only thing you can do for the moment is to reach out to the seller and ask about the item.  Make sure you open and inspect your package, and see if anything is missing.  If so, then let the seller know you are missing items (or item, or whatever) and see if they can ship you the rest of it.

Don't delay on it.  If they say its going to take time, let them know that if its not resolved in say 15 days, you will have to file a return for the order.

Till then, don't mess with the stuff you have, and wait it out.  Don't file any returns just yet.

If the seller doesn't reply or make it right or show any response, after a few days, file a return for the item.  If this was an item that had no returns, then you will have to use the item doesn't match description or photos, since its missing part of it.  That will force the seller to deal with the issue if they are unresponsive.

But give them a chance to fix it first.

[macacobala]

Ebay tracking logs says:

”This item was shipped in more than one box to our hub” this logs shows twice in Ebay tracking.

There are also 2 entries for “item arrived at the hub”

then after that there is only 1 entry for tracking generated and from that point only 1 entry for all actions till “Delivered”

DHL shows 1 piece only for the item I signed.

DHL driver was evasive when asked if they had the other box in the truck, he kept saying: “this label is for 1 box, please contact support”

support at dhl told me that only 1 piece is listed in shipping so it’s a dead end

ebay won’t allow me to open a case for at least a couple more days, even though they marked it as delivered.

I just want to know the actions I can take as soon as possible because I know that the whole thing is time sensitive, so I don’t want to wait too long for they to just close the whole sale or something.

for now I can’t tell if ebay shipped both boxes as one label or if they just hold ine of the boxes because it’s larger or something.

[gator08041971]

@macacobala 

I just want to know the actions I can take as soon as possible because I know that the whole thing is time sensitive, so I don’t want to wait too long for they to just close the whole sale or something.

Step one.  Reach out to the seller, explain the situation politely and clearly.  Give them a chance to resolve the issue.

Step two.  If they resolve it, then great! 

Step three.  If they don't respond, or resolve it within 2 weeks (time to package and ship out item, delays in communication), then file for a return.  If the item has return options, return using the option it was missing parts or similar.  If the seller provided a no-return option, then use the option that the item doesn't match description or photos.

That is how you should handle it.  But I don't know what you bought, or what you are missing.

[tobaccocardyahoo]

Was this an Ebay International Shipment? Sounds like it could be.

If the seller shipped two boxes to the hub with only one tracking number, you screwed up choosing a seller. You chose an inexperienced seller or a crook.

@mtgraves7984has identified what you must do.

Do not delay out of concern for the seller. If this is an EIS shipment, the seller is no longer involved. This is now an Ebay problem, and a not as described claim for missing items is the way to go.

[macacobala]

Seller definitely did his part, he shipped 2 boxes to the hub, and ebay tracking logs reflect this.

in fact I can see a pair of logs for each step, but under a single tracking number.

I see 2 itens being shipped to DHL warehouse from ebay hub, I see 2 itens leaving the DHL warehouse, and then just a single item reaching the next DHL warehouse which comes all the way to my house.

To me looking at this makes clear that DHL made a mistake and lost track of them item after the first warehouse, I called DHL and explained this, I even called the last warehouse I could track.

DHL was anything but helpful, after I proved them that the item was in their hands the customer service person told me they would try to track for a “second tracking number”

they called me a couple of hours after this saying they have no knowledge of a second item and there is nothing coming from DHL to my house, so my only option now is to return the item that got here to the Ebay hub.

this is so frustrating, we are talking about a really expensive item, and me and the seller is covered by ebay, but I really want this item.

The way I see now, I will return the item, get my refund and ebay will investigate DHL to find the missing box, once they find I have no idea what they do with it.

I just wish DHL were more helpful or ebay would help me tracking this instead of just asking for return.

[tobaccocardyahoo]

Seller did not do his part if there was only one tracking number. Seller screwed up - big time.

[albertabrightalberta]

If the listing was for 2 pieces, both pieces should have been shipped together. The seller would have had to use a box that's big enough to hold the whole order. 

One can't use the same tracking number/copy of a label on two different packages. Every package needs its on separately purchased label, but in this case, the seller only purchased one label, meaning the additional package with the duplicate label didn't have paid shipping on it. 

The seller goofed and whether it was an honest error or purposeful, he was wrong. 

[stuff4divas]

@macacobala   can't use duplicate shipping labels that have the same tracking number to ship more than one package.

each package has to have its own separate shipping label with its own unique tracking number.

the seller would have had to upload both and different tracking numbers onto your order if he created the 2 separate labels, as required.

sounds like the seller made 2 labels of the same and put one on each box, hence the confusion of scanned tracking numbers.

ask the seller for the 2nd tracking number, he probably won't be able to supply it since it sounds like he never created one.

as already suggested by @mtgraves7984  open a return item case for the reason missing parts

[fbusoni]

@macacobala 

Have you opened the box that you did receive?

I wonder if the eBay hub consolidated everything into one box.