Why no tracking info on returns?

[pvcliff]

I noticed the lack of tracking the other day when I got notice that a return had been put in the mail (eBay supplied label on my nickel). Now I have an email from eBay telling me the package has been delivered, followed by one wondering why I haven't refunded yet. It is still dark here, so it is possible the item is in the box at the mailbox (Cliff picked up the mail which was delivered when we weren't home for a couple hours; possible he missed the small box).  But it sure would be easier if tracking was given to me as soon as I got the information that the box was in the mail stream. I suspect I won't see any box when it gets light, and that the item is still at the post office waiting for delivery today. Of course then I'll have to worry all day whether the box really did come with the 2:30 mail yesterday and someone walked up the driveway to grab it (not visible from the street, but still I'll worry). Tracking that I can follow across the country sure would be helpful in watching for a return.

[threshold.sales.group]

Had a similar situation a few weeks ago. No return tracking in the system, but kept getting threatening emails to issue a refund, because the site claimed the buyer indicated the item had been posted and then they assumed the item should have already been delivered. No tracking ever uploaded to the case details and never received the item. Called c-s and had the case closed. Apparently the system had just assumed with no objective evidence that the item had been returned - a new feature I suppose. 

[pvcliff]

As I suspected, there has been no box delivered yet. I bet they tracked it to our post office (which actually has a zip code with the last digit different than our home address -- our town has two zips) yesterday and called that "close enough". Hopefully it will arrive today so I can be sure the $100 gadget we sent out is the same one I'm getting back. (The buyer wanted me to "help him out" when the item arrived non-functional and he claimed the manufacturer could recalibrate it.)

[mam98031]

This is a really odd issue.  I think we need some additional information on how this could even happen as it is important for all sellers to know.

@Anonymous 

tyler@ebay 

[Anonymous]

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@pvcliff wrote:

I noticed the lack of tracking the other day when I got notice that a return had been put in the mail (eBay supplied label on my nickel). Now I have an email from eBay telling me the package has been delivered, followed by one wondering why I haven't refunded yet. It is still dark here, so it is possible the item is in the box at the mailbox (Cliff picked up the mail which was delivered when we weren't home for a couple hours; possible he missed the small box).  But it sure would be easier if tracking was given to me as soon as I got the information that the box was in the mail stream. I suspect I won't see any box when it gets light, and that the item is still at the post office waiting for delivery today. Of course then I'll have to worry all day whether the box really did come with the 2:30 mail yesterday and someone walked up the driveway to grab it (not visible from the street, but still I'll worry). Tracking that I can follow across the country sure would be helpful in watching for a return.

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Hi @pvcliff, the return tracking information is visible in the return request for your reference. As soon as the return is approved and a label is used, the information is visible in the return request. You can view these details here. I've double checked and can see the history of the tracking details, the tracking number, and that these details were added to the case on the 13th of February.

[pvcliff]

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@Anonymous wrote:

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@pvcliff wrote:

I noticed the lack of tracking the other day when I got notice that a return had been put in the mail (eBay supplied label on my nickel). Now I have an email from eBay telling me the package has been delivered, followed by one wondering why I haven't refunded yet. It is still dark here, so it is possible the item is in the box at the mailbox (Cliff picked up the mail which was delivered when we weren't home for a couple hours; possible he missed the small box).  But it sure would be easier if tracking was given to me as soon as I got the information that the box was in the mail stream. I suspect I won't see any box when it gets light, and that the item is still at the post office waiting for delivery today. Of course then I'll have to worry all day whether the box really did come with the 2:30 mail yesterday and someone walked up the driveway to grab it (not visible from the street, but still I'll worry). Tracking that I can follow across the country sure would be helpful in watching for a return.

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Hi @pvcliff, the return tracking information is visible in the return request for your reference. As soon as the return is approved and a label is used, the information is visible in the return request. You can view these details here. I've double checked and can see the history of the tracking details, the tracking number, and that these details were added to the case on the 13th of February.

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Thank you @mam98031 and @Anonymous .  It still took me several minutes to find the tracking Trinton could see. Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it. Between me being blind, and Cliff not actually getting any mail at all out of the mail box yesterday (returned item small enough to fit in mail box), we had a comedy of errors on our side. Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now. Might have gotten cold between Los Angeles and West Virginia, or maybe too much tumbling during its cross country trip made it wonky. Have a note out to the manufacturer to see what it will cost to recalibrate, and will decide then whether to trash it or have it fixed and try again to sell it.

[mam98031]

I'm very glad to hear that it all worked out.

[be_4101]

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@pvcliff wrote:

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Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it.

Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now.

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Can you post a screenshot @pvcliff of that drop down menu? Here's what the tracking looked like on your return page:

[mam98031]

In the above post you will find that PVcliff has everything worked out now.

[castlemagicmemories]

Recollections of Pierre and the broken laser pointer come to mind here.

[pvcliff]

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@be_4101 wrote:

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@pvcliff wrote:

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Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it.

Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now.

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Can you post a screenshot @pvcliff of that drop down menu? Here's what the tracking looked like on your return page:

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As soon as I processed the refund, everything disappeared, so no screen shot.  In fact under returns it tells me I've had none in the last 18 months, which we know isn't correct.

[pvcliff]

Yowzer, the max repair charge on the laser measure is $200, and they want me to pre-approve $150.  The pre-owned listed on eBay start at about $200, new other about $300.  Ours had a broken "leg" (you'd usually measure with the gadget on a flat surface; leg was if the starting surface was rough or rocky and no flat surface was available).  Sounds like it's time to decide to sell the case alone, or sell it for a nominal $30 with notes about what repair would cost (not my favorite because I see that ending badly when buyer doesn't read and just jumps on the low price).

[Anonymous]

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@pvcliff wrote:

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@Anonymous wrote:

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@pvcliff wrote:

I noticed the lack of tracking the other day when I got notice that a return had been put in the mail (eBay supplied label on my nickel). Now I have an email from eBay telling me the package has been delivered, followed by one wondering why I haven't refunded yet. It is still dark here, so it is possible the item is in the box at the mailbox (Cliff picked up the mail which was delivered when we weren't home for a couple hours; possible he missed the small box).  But it sure would be easier if tracking was given to me as soon as I got the information that the box was in the mail stream. I suspect I won't see any box when it gets light, and that the item is still at the post office waiting for delivery today. Of course then I'll have to worry all day whether the box really did come with the 2:30 mail yesterday and someone walked up the driveway to grab it (not visible from the street, but still I'll worry). Tracking that I can follow across the country sure would be helpful in watching for a return.

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Hi @pvcliff, the return tracking information is visible in the return request for your reference. As soon as the return is approved and a label is used, the information is visible in the return request. You can view these details here. I've double checked and can see the history of the tracking details, the tracking number, and that these details were added to the case on the 13th of February.

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Thank you @mam98031 and @Anonymous .  It still took me several minutes to find the tracking Trinton could see. Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it. Between me being blind, and Cliff not actually getting any mail at all out of the mail box yesterday (returned item small enough to fit in mail box), we had a comedy of errors on our side. Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now. Might have gotten cold between Los Angeles and West Virginia, or maybe too much tumbling during its cross country trip made it wonky. Have a note out to the manufacturer to see what it will cost to recalibrate, and will decide then whether to trash it or have it fixed and try again to sell it.

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Hi @pvcliff, can you tell me what browser you are using? When I checked your view of this return that was displayed with the link I provided previously, the tracking number and shipment status was prominently displayed in the center of the screen. It looked something like this: 

I want to know more about what you saw so I can identify if there is an issue here that needs to be investigated. Thanks in advance!

[Anonymous]

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@pvcliff wrote:

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@be_4101 wrote:

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@pvcliff wrote:

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Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it.

Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now.

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Can you post a screenshot @pvcliff of that drop down menu? Here's what the tracking looked like on your return page:

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As soon as I processed the refund, everything disappeared, so no screen shot.  In fact under returns it tells me I've had none in the last 18 months, which we know isn't correct.

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Hi @pvcliff, you need to change the View selection to All requests or cases. It will default to the Open requests or cases view which would be 0 at this time now that you have refunded and the case is closed. By changing the selection, you can see cases that have closed within the last 18 months.

[pvcliff]

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@Anonymous wrote:

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@pvcliff wrote:

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@Anonymous wrote:

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@pvcliff wrote:

I noticed the lack of tracking the other day when I got notice that a return had been put in the mail (eBay supplied label on my nickel). Now I have an email from eBay telling me the package has been delivered, followed by one wondering why I haven't refunded yet. It is still dark here, so it is possible the item is in the box at the mailbox (Cliff picked up the mail which was delivered when we weren't home for a couple hours; possible he missed the small box).  But it sure would be easier if tracking was given to me as soon as I got the information that the box was in the mail stream. I suspect I won't see any box when it gets light, and that the item is still at the post office waiting for delivery today. Of course then I'll have to worry all day whether the box really did come with the 2:30 mail yesterday and someone walked up the driveway to grab it (not visible from the street, but still I'll worry). Tracking that I can follow across the country sure would be helpful in watching for a return.

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Hi @pvcliff, the return tracking information is visible in the return request for your reference. As soon as the return is approved and a label is used, the information is visible in the return request. You can view these details here. I've double checked and can see the history of the tracking details, the tracking number, and that these details were added to the case on the 13th of February.

---

Thank you @mam98031 and @Anonymous .  It still took me several minutes to find the tracking Trinton could see. Since the refund has now been processed I can't tell others where exactly I finally could see the tracking number, but there was a drop down menu that had it. Between me being blind, and Cliff not actually getting any mail at all out of the mail box yesterday (returned item small enough to fit in mail box), we had a comedy of errors on our side. Laser measure which worked when we sent it out (and photos showed visible measurements) does indeed show an error message now. Might have gotten cold between Los Angeles and West Virginia, or maybe too much tumbling during its cross country trip made it wonky. Have a note out to the manufacturer to see what it will cost to recalibrate, and will decide then whether to trash it or have it fixed and try again to sell it.

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Hi @pvcliff, can you tell me what browser you are using? When I checked your view of this return that was displayed with the link I provided previously, the tracking number and shipment status was prominently displayed in the center of the screen. It looked something like this: 

I want to know more about what you saw so I can identify if there is an issue here that needs to be investigated. Thanks in advance!

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@Anonymous  I use Firefox on my desktop. I assume the issue was me being blind all along. Possibly there was no tracking number given until the package actually was mailed; I did look early on to make a note of the tracking number and could not find it. The tracking definitely was not "in my face" after it had been delivered, but I did eventually find it by using a drop down menu after you posted that you could clearly see it. Faith