Tracking uploaded on time and validated- ERROR!!

[grasscarp]

Well I checked my "seller level" today and saw "Tracking uploaded on time and validated" was 98.26%  - not 100%  - even though I knew better. So it says that I have 17 packages that were "Uploaded on time but no carrier scan". All of these were weekend orders and the packages were hand delivered on Monday the 20th to the post office where each package was weighed and hand scanned. ( I do use the scan sheets anymore -  they do not work correctly for shipment times). The USPS tracking is currently showing all 17 packages with scans for "possession of item" with the USPS on Monday the 20th, the 1st business day available for shipment. However, the tracking on eBay does not show the same info as the USPS website. Some of the packages have already been delivered, but eBay tracking shows no scans what soever.  Clearly eBay has an issue with communicating with the USPS concerning tracking information. Now, after a conversation with an eBay agent about the incorrect assessment of 98.26%, I am more confused than ever. He agreed with me that the 17 cases were incorrect but offered no solution as how to correct the mis-information. He said that if it happened again to contact them again. Why?? Being incorrectly evaluated for someone else's mistakes or inefficiency is just not right!

[frugalmarketplace]

You are not alone. 

[quadcitypickers]

Same thing happened to me. 

Go here: https://ocswf.ebay.com/mudcwf?deptName=USMemberAppeals

Select "General information"

Upload the screenshot from the tracking page showing the incorrect orders.

Was told it would take 7 days or less to fix.

eBay has been having a lot of issues with data lately, but this is bad. It could ruin some people's seller statuses. 

eBay if you're reading this, please get the ball rolling to monitor everyone's accounts. This should not happen!

[babyers88]

you might have to have them correctly manually, but it still might not get updated until the next month or after the 90 day period has passed.

[wastingtime101]

eBay is aware and working on this @grasscarp @quadcitypickers .

Follow this where devon@ebay is posting updates:

https://community.ebay.com/t5/Shipping/Tracking-Not-Updating-From-USPS-To-eBay-Tracking/m-p/35321353...

[dhbookds]

Yep, I've got one also.  I'm guessing it was because of the Amazon Cloud thing being down.  Ebay's auto check got no info back because the link was down.

devon@ebay 

kyle@ebay 

Showing

Uploaded on time but no carrier scan

1

2.18%

For this requirement, we look at your transactions during the past 3 months. To be a Top Rated Seller, 95.00% of your transactions must have tracking uploaded within your stated handling time, in addition to receiving a carrier scan.

I have one legitimate ding for not uploaded on time.....so with this second one,  my % is 95.65

You could lose your Top Rated Seller status if you don't meet this requirement. 95%

Obviously, if sales are down, going to hit below 95% at some point.

Tracking # 9434608106245391024168  shows acceptance on Mon. on USPS site but not on Ebay.

Certainly, more than a few sellers are going to be affected.........Can you check to see what's going to be done about this?  

[valkseller]

I saw the same 2 posts from devon@ebay.  Both were on 10/22.  

All he said was "Thank you for the report. We are investigating this issue for resolution and will share any updates here. "    Since then, nothing but crickets.

I don't understand ebay's customer service model.  Why say you will provide updates, and then go silent.  Even if the problem hasn't been solved, at least post that and confirm it is still being addressed.

Where I worked we abided by this mantra "Say what you do, and do what you say".  In other words if you tell your customer you will give them updates, then give them updates.

Maybe devon@ebay decided now would be a good time to go on vacation.

In the meantime, sellers are getting hit with late shipment defects, no carrier scan defects, and potentially funds on hold.  I spoke with ebay support chat.  They told me not to worry as they can see the scans on USPS.  But then they told me to contact them again when I get the inevitable late shipping defect and to get any funds on hold released.  This is clearly ebay's problem to fix, but they put the burden on the seller to deal with the consequences of ebay's technical failure.  Imagine the queue of sellers that shipped items on 10/20th waiting to talk/chat with ebay support to get these inevitable defects removed.

[wastingtime101]

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@valkseller wrote:

I saw the same 2 posts from devon@ebay.  Both were on 10/22.  

All he said was "Thank you for the report. We are investigating this issue for resolution and will share any updates here. "    Since then, nothing but crickets.

I don't understand ebay's customer service model.  Why say you will provide updates, and then go silent.  Even if the problem hasn't been solved, at least post that and confirm it is still being addressed.

Maybe devon@ebay decided now would be a good time to go on vacation.

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Stuff like this takes time to resolve and because there are third parties involved (PitneyBowes, USPS) and that means it can take longer. Then look at the fact it's not just getting the tracking data to populate, but the seller performance ratings and every other factor have to be managed - there are going to be a lot of different eBay teams involved to sort all of this and be able to provide a cohesive update.

It's not an overnight fix.

Would you prefer if Devon posted an update just to say, "we're still working on it and there are no updates yet"? If that's going to ease your mind, take my word for it. I have so much experience with shipping and have seen eBay fix many shipping issues like this in the past. It takes time to sort it out but in the end it gets done and sellers are protected.

Seller performance evaluations are not until November 20th so whatever current late shipment or tracking uploaded/validated metrics are affected, those are just projections. Nobody's seller level will be rated for more than 3 weeks.

At this stage it's a waste of time to worry about this or contact customer service. Relax, go about your normal selling, and ramp for a killer holiday sales season. Follow updates on this as eBay provides them to stay informed.

[rogerrocket]

Happened to me, but with a package that contained 36 items (so 36 listings with "tracking uploaded on time but no carrier scan"). So that is a major problem for me. I am literally looking at the paper receipt (from when my post office scanned the package last Monday) right now. Should be a fun phone call on Monday. SMH

It must have been due to the Amazon cloud services outage. But still, eBay needs to make this right for everyone affected.

[gurlcat]

Yall check now.  Mine is synced, and this was without me ever contacting them for help. 
I still have the strikes in my Seller Performance but I'm sure that will be the next phase of fixing.  

[rogerrocket]

Update: My tracking and carrier scan issue has been fixed. I hadn't contacted customer service yet, so they must be working through it with everyone who has an issue.  So I'm back to 100% with that metric. Very relieved. LOL 

[grasscarp · Accepted solution]

Thx for the replies. All back to normal today! Errors are corrected. On with the show!!