Need Help from eBay - Unable to Ship Due to Website Bug

[justin_collection]

This is a signal flare for help. I've tried everything else, so maybe this will be seen by someone who can help. Screenshots are below the message.

There is a technical issue with the eBay shipping label page that is costing me greatly in money (due to not getting the top rated shipping discount from printing via eBay, and losing the extra $50 of included shipping insurance I would get as a top rated seller buying postage on eBay) and time (having to use multiple alternative shipping services. For instance, I use Paypal for labels, but if it is cheaper via a regional box I use USPS.com since those labels aren't available on Paypal. I'd save time just using eBay since those are all available).

I have spent hours on the phone and via messages and nothing is being done on this technical ticket. The issue has been recreated by eBay reps multiple times so it is not my computer.

Here are the details: 

I am a top rated/power seller seller. Let’s say I have items sold ready to ship. When I get to the shipping page (image 1) I can either click the “click here” link or purchase postage button.

If I click the “click here” link I am taken to a help page (image 2) that directs me to the Account Settings > PayPal account page.

On this page, you will see my account is already linked (image 3).

I have unlinked it and linked it back.

You will see in Paypal eBay is listed in my active billing agreements (image 4) for selling fees and buying (images 5 and 6).

The primary method is my Paypal balance followed by American Express. Both methods have funds available, but you can see my PayPal account has an available balance (image 7).

Now I return to the page to print a shipping label. This time I will select to purchase postage. I get an error message (image 8 that says “We're having trouble printing your label. We had problem getting PayPal payment authorization. Please log into PayPal and update the funding source.”

I don't know what else to do. I've worked with eBay representatives on this for months and never get a response.

Image 1Image 2Image 3Image 4Image 5Image 6Image 7Image 8

[duchess-at-speakeasy]

We're just eBay sellers and buyers like you, so we really can't help too much. But I can flag an eBay employee to visit this thread and respond to your inquiry. In fact, I'll flag 3 of them for you:

alan@ebay
@Anonymous
@Anonymous

Since it's after 5 p.m. in San Jose, you may have to wait for an answer until tomorrow.

~~C~~

[beautybylynn]

Could the problem be the American Express Card? Not everyone takes AmEx. Try another C.C. Even though you have a balance in your paypal, that could be something

[justin_collection]

Thank you. The discussion board is just a last ditch effort. I have contacted eBay directly and have spent countless hours with them on the phone and messaging via eBay for business. I hope someone who can take action will notice.

[justin_collection]

It happens regardless of what card or account is backup.

[kowilato]

Sorry you are having trouble.  First thing I would do is call Paypal.  At least you would be able to talk to someone who English is their first language.  Then I would also try using a differant browser.  If using Firefox switch to Explorer. 

[justin_collection]

Paypal has confirmed there is no issues with my account that should prevent payment, and I have even had a three way call between Paypal and eBay.

[Anonymous]

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@justin_collection wrote:

This is a signal flare for help. I've tried everything else, so maybe this will be seen by someone who can help. Screenshots are below the message.

There is a technical issue with the eBay shipping label page that is costing me greatly in money (due to not getting the top rated shipping discount from printing via eBay, and losing the extra $50 of included shipping insurance I would get as a top rated seller buying postage on eBay) and time (having to use multiple alternative shipping services. For instance, I use Paypal for labels, but if it is cheaper via a regional box I use USPS.com since those labels aren't available on Paypal. I'd save time just using eBay since those are all available).

I have spent hours on the phone and via messages and nothing is being done on this technical ticket. The issue has been recreated by eBay reps multiple times so it is not my computer.

Here are the details: 

I am a top rated/power seller seller. Let’s say I have items sold ready to ship. When I get to the shipping page (image 1) I can either click the “click here” link or purchase postage button.

If I click the “click here” link I am taken to a help page (image 2) that directs me to the Account Settings > PayPal account page.

On this page, you will see my account is already linked (image 3).

I have unlinked it and linked it back.

You will see in Paypal eBay is listed in my active billing agreements (image 4) for selling fees and buying (images 5 and 6).

The primary method is my Paypal balance followed by American Express. Both methods have funds available, but you can see my PayPal account has an available balance (image 7).

Now I return to the page to print a shipping label. This time I will select to purchase postage. I get an error message (image 8 that says “We're having trouble printing your label. We had problem getting PayPal payment authorization. Please log into PayPal and update the funding source.”

I don't know what else to do. I've worked with eBay representatives on this for months and never get a response.

Image 1Image 2Image 3Image 4Image 5Image 6Image 7Image 8

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I can confirm that our tech teams are actively reviewing this situation at the moment. Once we have more info, we will reach out with an update!

[penguins_dont_fly]

@justin_collection

You need to self report that last post immediately ... ask the mods to delete it.

You just posted your PayPal information on a PUBLIC forum that gets indexed by Google.

[justin_collection]

No I didn't. Those email addresses don't exist nor are they PayPal accounts. Plus PayPal email addresses are publicly available to every buyer. I work IT, it wasn't an issue.

[penguins_dont_fly]

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@justin_collection wrote:

No I didn't. Those email addresses don't exist nor are they PayPal accounts. Plus PayPal email addresses are publicly available to every buyer. I work IT, it wasn't an issue.

Then why did you say they were ... and why was the post deleted? (It's not there anymore)

It's kind of odd, if you were "giving more information", to post fake information ... but never mind 😉

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[justin_collection]

It was removed by the mods because they have no way of knowing. 

It's not fake. They were real accounts at one point and no longer exist.

[justin_collection]

I believe I have discovered the cause of the issue, to help eBay fix it faster. I tried again to print labels, but this time I used bulk shipping rather than try to buy an individual label. It provided a different wording of the error.

Years ago when I first signed up for eBay, I had a different Paypal account. This PayPal account has been closed for quite some time. Because it is closed, there is no editing it from Paypal. I believe in eBay's system, you still show the old shipping agreement. This is causing the transaction to fail and no shipment agreement with the correct and only Paypal account that should currently be on the account. @Anonymous

[Anonymous]

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@justin_collection wrote:

I believe I have discovered the cause of the issue, to help eBay fix it faster. I tried again to print labels, but this time I used bulk shipping rather than try to buy an individual label. It provided a different wording of the error.

Years ago when I first signed up for eBay, I had a different Paypal account. This PayPal account has been closed for quite some time. Because it is closed, there is no editing it from Paypal. I believe in eBay's system, you still show the old shipping agreement. This is causing the transaction to fail and no shipment agreement with the correct and only Paypal account that should currently be on the account. @Anonymous

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Hey Justin,

Try these steps for me and let me know if it resolves the issue. First, begin by unlinking your PayPal account from your eBay account in the Account tab on the site. You will find an Unlink accounts hyperlink under the PayPal account information section. Next, go to your active PayPal account and click the gear icon in the top right of the screen. Click Payments to the right of Account, then manage pre-approved payments. Select eBay Inc Shipping and choose Cancel under Status. 

From here you can reconnect your PayPal account to eBay from the Account tab and then agree to the billing agreement when printing your next shipping label by placing a checkmark in the box to sign up for the Billing agreement in the lower right. 

If this doesn't work, keep me posted and we can dig into this deeper to see what might be going on. no problem!

[justin_collection]

Hi @Anonymous,

Thanks for the guidance. This did not work. I've actually done this multiple times. The reason I believe it does not work is because there is no eBay shipping agreement for me to cancel on the active account. I have an agreement for buying and selling fees,  it not shipping. The option to agree to a shipping billing agreement does not appear after a cancel/readd.

I wish you could see what I see. I hope you believe me.