Item not received case won't let me select "Yes, I will provide tracking number" stuck on "no"

[chlipp-78]

I seem to be encountering a bug with an item not received case and I'm wondering if anyone else is experiencing the same thing? A buyer opened an INR case against me for a package that's been confirmed delivered to the address they provided, but when I try to update the tracking in the case it defaults to and stays locked on "No, I don't have a tracking number". It will not let me switch to  "Yes, I will provide tracking number".  I don't want to submit the number if it also submits the conflicting selection of not having a tracking number with it. I'm not sure it's even possible to submit the number because it won't let me select USPS as the carrier either. I'm experiencing this issue on both my computer (Windows) and phone app (Android).

I've always been able to add the number without issues in the past, so a bit concerning as I'm on the clock to respond. For clarification, do I even have to update the tracking on the case if the number is already listed on the order page? I was always told by support and other sellers to update it anyway, but I'm not sure if it's actually necessary.  

can't switch "no" to "yes"

[a_c_green]

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@chlipp-78 wrote:

I seem to be encountering a bug with an item not received case and I'm wondering if anyone else is experiencing the same thing? A buyer opened an INR case against me for a package that's been confirmed delivered to the address they provided, but when I try to update the tracking in the case it defaults to and stays locked on "No, I don't have a tracking number". It will not let me switch to  "Yes, I will provide tracking number".  I don't want to submit the number if it also submits the conflicting selection of not having a tracking number with it.

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I doubt the code is actually going to submit the number along with a No Number setting. Paste in the tracking number and then see if you can change the radio buttons from No to Yes. Generally you do not have to select the carrier after that, because the code will recognize the format of the carrier's number.

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@chlipp-78 wrote:

For clarification, do I even have to update the tracking on the case if the number is already listed on the order page? I was always told by support and other sellers to update it anyway, but I'm not sure if it's actually necessary.

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The official position as stated by eBay people here is that you do not need to upload the number again if it was already part of the original shipping record, but there is no downside to uploading it directly to the dispute form where requested. Just type the number carefully. (Copy-and-paste is recommended.)

[wastingtime101]

You are the second poster I've seen encounter this problem today. The first was here:

https://community.ebay.com/t5/Shipping/Item-Returned-quot-Undeliverable-quot-due-to-Incorrect-Buyer/...

Is there an open tech ticket on this devon@ebay kyle@ebay, and will sellers be protected even if they don't enter tracking? Do they still have to respond through the INR in some way if they're blocked from adding tracking by a site glitch (like sending the buyer a message through the case, not through eBay messages) or can the seller do nothing since tracking confirms delivery (or delivery attempt)?

[chlipp-78]

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@a_c_green wrote:

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I doubt the code is actually going to submit the number along with a No Number setting. Paste in the tracking number and then see if you can change the radio buttons from No to Yes. Generally you do not have to select the carrier after that, because the code will recognize the format of the carrier's number.

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Tried that. Put a number in and still can't switch it from no to yes... also after putting the number in it doesn't automatically select the carrier and won't let me manually select the carrier either... I chose USPS and the field doesn't change from "select one". 

[redmodelt]

Did you try unselecting the no? I have seen a couple of places of where something is preselected and until you click on the box to clear it, would not let you change to what you want. Anyway, just a suggestion. 

[wastingtime101]

This is what I would do @chlipp-78 :

1. Respond to the case by sending the buyer a message (through the case, not through eBay messages) with the tracking number and delivery date.

2. Contact eBay CS on social media by sending a DM through their twitter or facebook account. The reason I'd go through the social channels is you can upload a screenshot showing the error.

However, you can also connect with CS via phone or chat on the left side of this page to file a tech ticket, you just won't be able to upload screenshots:

https://www.ebay.com/help/contact_us?id=4002&st=10

3. Ask the CS rep to put a note on the INR claim that says you encountered a tech error and added tracking through the message on the case instead of the add tracking link.

This will cover you, so if the system automatically closes the claim when no tracking is entered, you will have laid the groundwork for an appeal. If you lose the case, file an appeal and you shouldn't have a problem getting the case overturned, defect removed, funds and fees credited.

[a_c_green]

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@wastingtime101 wrote:

You are the second poster I've seen encounter this problem today. The first was here:

https://community.ebay.com/t5/Shipping/Item-Returned-quot-Undeliverable-quot-due-to-Incorrect-Buyer/...

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*groan*

Yes, that sounds like the very same bug. 🙄 What is so hard about testing the code before pushing it into Production?

[chlipp-78]

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@redmodelt wrote:

Did you try unselecting the no? I have seen a couple of places of where something is preselected and until you click on the box to clear it, would not let you change to what you want. Anyway, just a suggestion. 

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Yup, won't deselect no either. Just stuck there for whatever reason. 

[chlipp-78]

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@wastingtime101 wrote:

This is what I would do @chlipp-78 :

1. Respond to the case by sending the buyer a message (through the case, not through eBay messages) with the tracking number and delivery date.

2. Contact eBay CS on social media by sending a DM through their twitter or facebook account. The reason I'd go through the social channels is you can upload a screenshot showing the error.

However, you can also connect with CS via phone or chat on the left side of this page to file a tech ticket, you just won't be able to upload screenshots:

https://www.ebay.com/help/contact_us?id=4002&st=10

3. Ask the CS rep to put a note on the INR claim that says you encountered a tech error and added tracking through the message on the case instead of the add tracking link.

This will cover you, so if the system automatically closes the claim when no tracking is entered, you will have laid the groundwork for an appeal. If you lose the case, file an appeal and you shouldn't have a problem getting the case overturned, defect removed, funds and fees credited.

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That's what I did for now... responded about tracking in the messages of the case. I talked to ebay chat support and they didn't acknowledge the bug, but they reassured me I shouldn't have issues getting it closed in my favor since they can see my tracking. Hopefully the issue will be fixed soon though.

[wastingtime101]

Thanks for the update. Let us know how this works out.

[mam98031]

@chlipp-78 

If the tracking number was previously in the Ebay system, you have nothing to worry about.  Adding it onto a claim is unnecessary.  Sellers don't have to do that and haven't had to for a very long time.  But many of us just feel better by adding it again on a claim.

But if you had it recorded in Ebay prior to the claim being file, they have it and this issue you are currently having will have NO effect on the outcome of the claim.

[kyle@ebay]

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@wastingtime101 wrote:

You are the second poster I've seen encounter this problem today. The first was here:

https://community.ebay.com/t5/Shipping/Item-Returned-quot-Undeliverable-quot-due-to-Incorrect-Buyer/...

Is there an open tech ticket on this devon@ebay kyle@ebay, and will sellers be protected even if they don't enter tracking? Do they still have to respond through the INR in some way if they're blocked from adding tracking by a site glitch (like sending the buyer a message through the case, not through eBay messages) or can the seller do nothing since tracking confirms delivery (or delivery attempt)?

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Hey @wastingtime101 thanks for bringing this to our attention!  It turns out there is a ticket already open for this issue.  ALERT12286.  We'll be getting that added to the tech board in a moment.  

As to the other part of your question, I would definitely recommend sellers send the tracking to the buyer through the case as you suggested.  That way you can ensure the tracking is still attached to the case itself.  

[mam98031]

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@mam98031 wrote:

@chlipp-78 

If the tracking number was previously in the Ebay system, you have nothing to worry about.  Adding it onto a claim is unnecessary.  Sellers don't have to do that and haven't had to for a very long time.  But many of us just feel better by adding it again on a claim.

But if you had it recorded in Ebay prior to the claim being file, they have it and this issue you are currently having will have NO effect on the outcome of the claim.

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kyle@ebay 

Would you mind verifying what I stated above so that those that can't enter the tracking number can feel a little more at ease please.

[tabcu51]

Seems rather ridiculous, a seller having purchased the label itself on ebay... Ebay provides the buyer with the tracking number in the order details... So an item gets delivered, the tracking confirms this yet the buyer can open a case of Item Not Received and ebay suddenly doesn't seem to know the tracking number even exists?

[mam98031]

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@tabcu51 wrote:

Seems rather ridiculous, a seller having purchased the label itself on ebay... Ebay provides the buyer with the tracking number in the order details... So an item gets delivered, the tracking confirms this yet the buyer can open a case of Item Not Received and ebay suddenly doesn't seem to know the tracking number even exists?

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@tabcu51 

Tracking can show delivered yet the carrier made a mistake and did not deliver it to the addressee.  Or the seller may have made a mistake on the address and it shows delivered but not to the person that actually paid for the item.  And there are scams out there where a tracking number gets uploaded to a particular transaction, the seller ships a lighter something to some other address in the same zip code as the buyer, so the tracking shows delivered but the buyer has nothing.

There are real reasons for the ability to file an INR when the tracking shows delivered.  

"Received and ebay suddenly doesn't seem to know the tracking number even exists?"  This is NOT why the ability to enter a tracking number exists on an INR.  As I explained in my post above

Just click on those blue words and it will take you to my post.  The ability to enter a tracking number on an INR is for those sellers that had NOT previously had it entered into Ebay for whatever reason they may have.