Unable to add tracking number - 500 error
Summary: The discussion addresses an issue with adding a tracking number to an item due to an error, as reported by myrtle_scroggins. The problem occurs both on mobile and web platforms, resulting in an error message and inability to update the tracking information. jonatjonatjonat explains that if the item was sold using the Simple Delivery service (where the buyer pays for postage), new tracking numbers cannot be uploaded unless directed by eBay in case of a dispute. tressygirl echoes this solution, suggesting that sellers can message the buyer with tracking details and outlines the refund process should the Simple Delivery label go unused. Participants acknowledge the confusion caused by the platform's format, but reinforce that the process remains aligned with eBay policies.
I am currently unable to add tracking numbers for orders I've dispatched. I select the checkbox next to the order on the 'Manage all orders' page, click on the 'postage' drop down list, and when I click on 'add tracking', it takes me to 'https://www.ebay.co.uk/n/error?statuscode=500'. I have been unable to do this since my most recent order which was made about 3 days ago. I can mark it as dispatched though, but that's all I've been able to do thus far. Would appreciate any help, thanks.
tressygirl
·1 month agoYour question has been added to a thread which is 4 months old! Not your fault, the new format is somewhat confusing !
However, the answer is still the same, that is, if this is a Simple Delivery transaction, you cannot now add any new tracking, eBay suggest sending the buyer a message with those tracking details. If a case is opened later for item not received, you will be able to add those tracking details.
A refund is sent to whoever paid for the SD label:
If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days
If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form for the label that wasn’t used. Make sure to send your request within 14 days of your item selling.
@jmellis_0
myrtle_scroggins
·1 month agoive almost the same problem, cant add a new tracking number to an item with a defunct label... used mobile app, have also tried pc/web browser, get: Unknown error occurred while updating tracking. Please try again.
jonatjonatjonat
·1 month agoLooking at your recent sales - they all appear to have sold with Simple Delivery (buyer pays for postage). Apologies if that is not correct.
So in your case - you can't upload alternative tracking - because ebay don't allow it - you are supposed to use the postage label ebay provides.
All you can do is leave it as it is - you should get paid - but there will be a delay. If the buyer claims none delivery and opens a case - you can upload the alternative postage tracking you did use.
kat@ebay
Hi @jmellis_0 ,
Thank you for your post.
If these are Simple Delivery orders then there has been a recent change where you can no longer manually add the tracking. You can send the tracking details to your buyer through messages or in the event an item not received case opens you can add the tracking to it.
Thank you,
Kat
jmellis_0
OP6 months agoThanks, this is what I ended up doing. I sent the tracking number to the buyer via a message.
However a few days later I noticed that my funds were on hold, and the dashboard said that I must add tracking to confirm delivery for the funds to be released. I was a tad confused as I thought it wasn't a thing anymore but I ended up finding a way to do this: I went onto the payments tab, and there was a button there to add tracking next to the 'payment on-hold' warning for sale which wasn't broken, and it allowed me to add the tracking number and courier there.
Just to add, I have a business account so I thought I was not affected by simple delivery, has this also changed?
Thanks!
-Jonathan
kat@ebay
Hi @jmellis_0 ,
Thank you for your reply.
You are correct in that Simple Delivery does not impact business accounts as its only available for private sellers. It may have been a technical issue that you encountered when originally trying to upload your tracking details for the order. Have you had this issue for any other recent order?
Thank you,
Kat
tressygirl
·6 months agoHi @kat@ebay and @jmellis_0
Just to add, this is not a solitary case, I have seen over the past few days, a few Business sellers have told us on here, they cannot add a new tracking number.
kat@ebay
Thanks @tressygirl
If you have another example @jmellis_0 where you are getting this error with uploading tracking give me the order details along with a screenshot of the error message and I'll have it reported.
Thank you,
Kat