eBay not recognizing "Delivered to Agent for Final Delivery" as delivered.

[wastingtime101]

In many places such as apartment buildings with concierge/doorman, townhouse complexes with a management office, freight forwarders, buildings with mailrooms, etc USPS will deliver to the building's mail "agent" and this has always registered a "delivered" status on the eBay orders page.

That is it used to until about 2-1/2 months ago. Now those orders are stuck as "shipped" as the system is not recognizing that packages were delivered. When you click the tracking pop-up it's stuck at "it's on its way to the buyer" and "was scheduled" for delivery on X date.

I've reported the issue multiple times, but I'm wondering if others here are seeing the same problem?

Hey devon@ebay - can you get the shipping and/or seller hub teams working on this? If you need order numbers or screenshots to reference I can send an e-mail.

[wastingtime101]

---

@iamalwaysright wrote:

Pretty soon the mods here are going to lock up this thread for being too old before the issue even gets resolved.

---

As the issue is still not fixed, if the mods lock it I will appeal to devon@ebay to keep it unlocked until eBay resolves this.

It's not a situation where we have to worry about an old thread with potentially outdated policy info which, to my understanding, is the main reason mods lock old threads.

In addition, this thread has been consistently active and it's my understanding that mods won't lock old threads that have been consistently active about an ongoing issue. When Sheila was here she told me as much.

Looking forward to the day I can formally accept a solution on this one.

[rising-sun-photography]

I just lost two Item Not Received cases because of this issue. A buyer placed two orders that were sent to a freight forwarder in Florida. I confirmed that the location was a freight forwarder through a Google search. Both packages show successfully delivered through USPS as Delivered to Agent for Final Delivery to the correct zip code the buyer provided. The eBay system never marked the shipment as "Delivered" even though the "Delivered to Agent for Final Delivery" showed in the tracking information. The buyer opened Item Not Received cases for both orders and eBay just closed both cases in their favor this morning. The reason they found in the buyers favor was because they didn't receive valid proof of delivery.  Each order was only around $35 so it was well below the requirement for signature confirmation. I have appealed both cases and I am waiting to see what the outcome is. 

[janet9988]

devon@ebay

---

@rising-sun-photography wrote:

I just lost two Item Not Received cases because of this issue. A buyer placed two orders that were sent to a freight forwarder in Florida. I confirmed that the location was a freight forwarder through a Google search. Both packages show successfully delivered through USPS as Delivered to Agent for Final Delivery to the correct zip code the buyer provided. The eBay system never marked the shipment as "Delivered" even though the "Delivered to Agent for Final Delivery" showed in the tracking information. The buyer opened Item Not Received cases for both orders and eBay just closed both cases in their favor this morning. The reason they found in the buyers favor was because they didn't receive valid proof of delivery.  Each order was only around $35 so it was well below the requirement for signature confirmation. I have appealed both cases and I am waiting to see what the outcome is. 

---

[wastingtime101]

---

@rising-sun-photography wrote:

I just lost two Item Not Received cases because of this issue. A buyer placed two orders that were sent to a freight forwarder in Florida. I confirmed that the location was a freight forwarder through a Google search. Both packages show successfully delivered through USPS as Delivered to Agent for Final Delivery to the correct zip code the buyer provided. The eBay system never marked the shipment as "Delivered" even though the "Delivered to Agent for Final Delivery" showed in the tracking information. The buyer opened Item Not Received cases for both orders and eBay just closed both cases in their favor this morning. The reason they found in the buyers favor was because they didn't receive valid proof of delivery.  Each order was only around $35 so it was well below the requirement for signature confirmation. I have appealed both cases and I am waiting to see what the outcome is. 

---

Keep us posted on the appeal outcome.

Unfortunately it appears this delivery status issue is a situation where we have to proactively contact CS before an outcome is determined on INRs as opposed to letting the system do its thing.

[rising-sun-photography]

Once I receive the outcome of the appeal I will definitely send an update.

And the frustrating thing is I did actually contact customer service three, maybe four times between the two cases. I wanted to be proactive after seeing this thread. Every customer service representative that I spoke to assured me that the case would be found in my favor after reviewing the tracking information. That was clearly not the case. 

[rising-sun-photography]

The appeal was approved for both cases and I was just reimbursed for both orders. So it appears that automated system may automatically side with the buyer but a human reviewing the case made the correct decision in the end. It still shouldn't have came to this point and I hope there is a fix soon.

[wastingtime101]

---

@rising-sun-photography wrote:

And the frustrating thing is I did actually contact customer service three, maybe four times between the two cases. I wanted to be proactive after seeing this thread. Every customer service representative that I spoke to assured me that the case would be found in my favor after reviewing the tracking information. That was clearly not the case. 

---

If you're reading Devon, this would be a good situation to have reviewed - either CS gave the OP wrong info, the system decided the wrong outcome, the buyer escalated and convinced a rep to erroneously side with them, or there was a miscommunication somewhere. Obviously it's impossible for us to tell what exactly went wrong, all we can do is guess.

Thanks Rising Sun for coming back to post an update letting us know the appeals were found in your favor. I agree, it should not have gotten to that point. Buyers shouldn't be getting freebies because eBay's system has been broken for six months and sellers shouldn't have to go through the time and effort involved with multiple CS interactions.

[*cards*]

This is happening to me right now as of April, 2023.  Delivered to agent on both eBay + USPS.  USPS recognizes it as delivered entirely but the eBay system does not.

zzz

[iamalwaysright]

---

@rising-sun-photography wrote:

Once I receive the outcome of the appeal I will definitely send an update.

And the frustrating thing is I did actually contact customer service three, maybe four times between the two cases. I wanted to be proactive after seeing this thread. Every customer service representative that I spoke to assured me that the case would be found in my favor after reviewing the tracking information. That was clearly not the case. 

---

Next time this happens to you or anyone else, if the rep insists that the case will be found in your favor make sure to ask the rep for the SR number of the call. Once the case gets found in the buyers favor and you have to call to appeal, be sure to give them the SR number(s) of the calls where the rep incorrectly said you’d be covered. Tell the appeals rep that these reps need to be re-trained in this area. Hopefully enough of these would happen and another department would be significantly affected from this current problem. Maybe that may motivate more action on this issue.

[janet9988]

---

@rising-sun-photography wrote:

The appeal was approved for both cases and I was just reimbursed for both orders. So it appears that automated system may automatically side with the buyer but a human reviewing the case made the correct decision in the end. It still shouldn't have came to this point and I hope there is a fix soon.

---

Did they also fix your service metrics or just refund you?

[gurlcat]

What does 'SR' stand for?  I would love to have a solid referenceable way to cite what I was told by reps.  Asking for their name is pointless because all they ever give is a first name, and it's some American one that is surely not their real name (might not even be their steady pseudonym but a name they just made up on the spot).  

[gurlcat]

I'm glad it (finally) was found in your favor.   And hopefully your attempted scammer will tell whatever scammer network from which they got this idea that it did not work out for them in the end ....unless ...and I SERIOUSLY hope this isn't the case ....Ebay is letting the scammers keep their claim awards and eating the loss of repaying the sellers, upon appeal.  @wastingtime101  -what would you guess about that?    If that's the case then that network will just continue to grow until Ebay actually fixes the status discrepancy.  

But I'm really curious about how these scammers go about pulling this one.  How long did yours wait after the 'To Agent' scan, before filing the INR's?  And did they try to contact you directly before?  

The closest I have come to this was a buyer (only) contacting me, not actually filing an INR.  The sense I have from it was that he did hear about this "opportunity" from others, but didn't quite know how to pull it off, or was just testing out whether it could work via the seller without involving the system, which could possibly cost him his account or something.  Like he wrote 3 or 4 messages, always dodging what I said about the freight forwarder, ignoring my questions like if the FF gave him a second tracking number, etc. he just kept "pointing out" that the scan script said "to agent" (HE was not the agent!) and "for final delivery" (as in, final delivery was never achieved).  

Oh poop, I just remembered something, the probable reason that he tried the scam via writing me instead of filing INR: that item tracking was unique to this problem.  The final scan script read "Delivered to agent for final delivery" BUT it DID have the Ebay green checkmark for 'Delivered'.  In fact he may well have already tried to file an INR but it automatically bounced back as illegitimate because Ebay recognized it as delivered.  

[iamalwaysright]

---

@gurlcat wrote:

What does 'SR' stand for?  I would love to have a solid referenceable way to cite what I was told by reps.  Asking for their name is pointless because all they ever give is a first name, and it's some American one that is surely not their real name (might not even be their steady pseudonym but a name they just made up on the spot).  

---

I believe it stands for “service request”. So the entire term would be “service request number” for the call. Chats share the same SR numbering system. That should allow someone to pull up the transcript (hopefully recording?) or something of the call/chat along with the time and who took the call. They all start with SR1-(some numbers).

[banknotes_1]

Now ebay started doing the opposite: they marque shipments as DElIVERED even if they were rendered to the final delivery agent and have no been delivered yet. That will keep me from buying on ebay for as much as possible.

[wastingtime101]

---

@banknotes_1 wrote:

Now ebay started doing the opposite: they marque shipments as DElIVERED even if they were rendered to the final delivery agent and have no been delivered yet. That will keep me from buying on ebay for as much as possible.

---

The situation you posted about on the buying board is not related to this discussion. This discussion is about packages shipped domestically using USPS.

Your situation involves a package shipped from Colombia to Portugal using DHL Express to an area outside of DHL delivery, so the package was passed to a third party courier (usually the local post office) for final delivery. I don't know the specifics of why DHL/eBay consider that delivered, but it's not related to the topic on this thread so I suggest continuing your discussion here where one poster has offered you a lot of assistance already:

https://community.ebay.com/t5/Buying/Ebay-is-marking-DHL-shipment-as-quot-DELIVERED-quot-while-the/t...

It'll help avoid confusing these 2 separate issues. Good luck and I hope you get your package soon. I suggest following up with CTT to see if they can track the package for you.