eBay tracking stopped working, performance metrics affected, eBay support not replying?

[rtl-sdr-blog]

Ever since August 10 every single tracking number that I upload to eBay has stopped being tracked. Before then it was fine for several months.

This is causing my seller performance level to be at risk via poor "Uploaded on time but no carrier scan" stats, and the system is threatening to reduce my seller level from "top rated" to "above standard" at the next evaluation date in two weeks.

I'm certain that this is an issue to do with eBay systems not retrieving tracking data from the logistics company we use, as I can still correctly track all packages via the logistics' companies tracking page. I've sent messages to eBay customer support via the eBay contact system, but it's already been two weeks without any reply.

Is eBay simply not replying to support requests anymore? Has this tracking issue happened to anyone else before?

What should I do to protect my account if they don't reply or fix their system?

I should also say that this happened to me once about 2 years ago as well. I called support and after a few weeks of research they said it was a known issue and that my seller level would not be affected. Low and behold, my seller level WAS reduced, and I had to wait another two evaluation cycles before it was fixed and my metrics went back to normal. When complaining about that they said they'd fix my account ASAP, but nothing happened, and I suffered lost sales all through that time.

[rtl-sdr-blog]

Bumping, anyone have any advice? eBay still hasn't replied to me, and there is no other way to contact them.

It seems that "Tracking uploaded on time and validated" stats are not covered by the COVID-19 leniency either, so i'm looking at getting dropped a performance level in 10 days.

[rtl-sdr-blog]

So I managed to get in contact via eBay's social team on twitter - still no response by email. They acknowledged that there could be a technical fault but provided no time frame on a fix. Also infuriatingly they said they can't provide any assurance that I can maintain my top rated seller performance level... No idea what to do now.

[cynthealee2]

Having the same issue with "uploaded / Validated" but the tracking IS uploading on the orders page, just not the report page. 400 cards spread over 11 orders, trashed my percentage... got an email back from them swearing they will get it fixed and I won't lose TRS over this...

The email is saying the uploaded numbers on the 10 other orders is what messed mine up. =

What happened on your dashboard is that since there are 11 orders from 1 buyer, the tracking number you used did not register properly because it only reads 1 tracking number per order. We are currently working on this issue so please bear with us.

I call foul cause I have been combining these card orders for months and months and this is the FIRST order this has happened to. I had a combined order of 3 orders with 1 tracking number the day before of bracelets and those weren't messed up.

[hknumismatics]

This is not going to give you any comfort, but I have similar issues whereby eBay tracking tool at times randomly does not pick up occasional tracking with my main carrier (hongkong post). Half of my shipping defects from the past 3 months are from eBay tracking tool not picking stuff up correctly, which has meant I dropped from TRS to Above standard.

I have contacted support by phone, and they say they cannot see or do anything and have advised to send messages through the contact forms. I have done so three separate times and never received a reply. (Because I am based in Hong Kong, but listing on eBay.com this refers to eBay.com.hk customer services as I need to deal with them)

It is disgraceful that there is no response or means of rectifying these mistakes that are totally beyond the seller's control.


brian@ebayAny insight to these matters? The regular customer service is not doing its job at looking at reported issues.

[brian@ebay]

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@rtl-sdr-blog wrote:

Ever since August 10 every single tracking number that I upload to eBay has stopped being tracked. Before then it was fine for several months.

This is causing my seller performance level to be at risk via poor "Uploaded on time but no carrier scan" stats, and the system is threatening to reduce my seller level from "top rated" to "above standard" at the next evaluation date in two weeks.

I'm certain that this is an issue to do with eBay systems not retrieving tracking data from the logistics company we use, as I can still correctly track all packages via the logistics' companies tracking page. I've sent messages to eBay customer support via the eBay contact system, but it's already been two weeks without any reply.

Is eBay simply not replying to support requests anymore? Has this tracking issue happened to anyone else before?

What should I do to protect my account if they don't reply or fix their system?

I should also say that this happened to me once about 2 years ago as well. I called support and after a few weeks of research they said it was a known issue and that my seller level would not be affected. Low and behold, my seller level WAS reduced, and I had to wait another two evaluation cycles before it was fixed and my metrics went back to normal. When complaining about that they said they'd fix my account ASAP, but nothing happened, and I suffered lost sales all through that time.

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@rtl-sdr-blog that's odd. Are you using one of the integrated carriers to ship your items? 

[rtl-sdr-blog]

Hi brian@ebay, thanks for looking at this. Suddenly the issue seems to be fixed for newly uploaded tracking numbers! Tracking has suddenly begun working for numbers uploaded from Sept 3 onwards.

Although the problem still persists for numbers uploaded prior to Sept 3. Maybe they will still update over time?

That said, my seller rating is still set to be reduced in 8 days because of the previous "Uploaded on time but no carrier scan" stats. Social support told me there is no way to grant an account protection on their selling status, even if eBay is at fault with a known bug causing issues. Is this true?

[rtl-sdr-blog]

Ahhh might have spoken too soon...the tracking seems to be broken again for all tracking numbers that I uploaded on Sept 11. 

So the timeline is...:

Before August 10: Tracking is working perfectly

August 10 - Sept 2: Tracking not working

Sept 3 - Sept 10: Tracking is working perfectly

Sept 11 - : Tracking not working.

brian@ebay to answer your previous question, the "4PX" carrier does show up in the drop down list when I type "4" into the carrier box. So I assume that means it is integrated in the eBay system. It is however not in the list on the link you gave me.

[3eyedfishcatcher]

Sometimes the shipping metrics can take a day or to to post and it can look like there is a error when they are not complete.

[rtl-sdr-blog]

Thanks, yes I think you were right, the tracking numbers uploaded on Sept 11 started working from today.

Still concerned about all tracking from August 10 - Sept 2 not working though. Is there any way to force eBay to refresh and pull tracking through data again?

I'm still due to get a hit on top rated seller status in a few days time because of this bug. brian@ebay, what should I do?

[rtl-sdr-blog]

So unfortunately I have not had any replies from eBay support since I sent an email to support about a month ago, no reply from brian@ebay and Twitter eBay social support basically said it is probably an eBay bug, but tough luck we can't stop your top rated seller status from being affected.  

Tracking is working correctly now, and it has begun working on some older orders that were affected too. But there is still several older orders where it still does not update to this day. And that has caused my Tracking uploaded on time and validated stats to fall enough to put me into "Above Standard" ranking. Tomorrow is evaluation day and it will probably go down then.

Updated timeline:

Before August 10: Tracking is working perfectly

August 10 - Sept 2: Tracking not working

Sept 3 - Today: Tracking is working perfectly

[rtl-sdr-blog]

Okay last post to end this infuriating saga. I've now been downgraded to Above Standard status and I don't expect eBay support to ever help.

I now need to wait 2-3 months until the majority of those bugged tracking uploads from August 10 - Sept 2 get out of the 3 month window before I can get back to top rated seller status. That's assuming this bug doesn't happen again...

[furrakooki_0]

If your carrier is the USPS, are you providing them with a SCAN sheet?

Also if you purchase and print your labels from within ebay there would be no need to upload "your own" tracking numbers.