MC011 - payout on hold

[hll_6289]

Hi all, I need your help. I have been selling on eBay for about 12 years and am a top-rated seller, with over 100 sales every day and a late delivery rate of 1.07%. This morning, I received an MC011 message informing me that my payout is on hold. I was asked to upload proof of delivery; however, most of my items are low value, and I send them using RM48, which is not a tracked service. I replied to the email with an explanation but received a response with exactly the same content, asking me to upload a tracking number.

Has anyone encountered this situation before? Any help would be greatly appreciated.

[game_raid]

Are you using the CRL service from RM which is RM24 and RM48?

That has a reference number which eBay accepts which acts as delivery confirmation, If you have the RM click and drop account connected to eBay it should be getting uploaded when you manifest, you used to be able to deactivate this in the c&d account so it just marked as dispatched maybe you have this setting still unactivated.

It will be your item not received cases that may have caused this not late delivery rates, have you been getting a lot? they want to see that you have been shipping items not just marking as dispatched.

[papso22]

For this sort of issue you really need to post using the affected account.

[hll_6289]

Hi, thanks for your reply. Do I have to upload all the reference numbers? Yes, I am using RM's Click and Drop, but I am using my own system (exporting to Excel and then uploading to RM), so it's not connected to eBay. However, RM's service is not very stable. When I check the delivery status, only about 75% of the orders are delivered on time. Some of them don't even have a delivery status. If I upload all of them, won't it affect my late delivery rate?

[hll_6289]

Sorry, I'm trying to protect some privacy here.

[game_raid]

You need to upload the reference numbers.

It isn't the system it's the postie not scanning the label on delivery, we had countless issues with this and eventually moved to the fully tracked service, we were losing £100s in item not received claims a year.

As long as you manifest and upload the tracking number on time the late defects will be removed.

If you connect it should upload all the numbers for you but I'm not 100% sure on this.

This may give you 100s of late deliveries on the ones that have been scanned but eBay should override this considering the situation. You haven't got much choice really, they need to see a reference/tracking number.

[hll_6289]

Thanks very much. Do you know how far back I need to upload the reference numbers? I have around 4,000 orders from the past month, and uploading them one by one will take a lot of time. Also, is proof of delivery a mandatory requirement now? I have never bothered to upload them, and it has never been a problem until today. Besides, all my orders are around £5 each, and I can't afford to use a tracking service for them.

[game_raid]

They generally give a date range or want the ref number from random orders from what I've heard and read from other sellers who have had the same. I would get a call back and see how far back they want to go.

I would try connecting your eBay to RM it may upload them all for you.

A POD is not a requirement as far as I know but if you have been getting a lot of item not received cases this will alert them to look at your account a bit more or it could be a routine audit on your account and they will see no tracking/reference has been uploaded so will want to know if you have actually been shipping items out.

I used the CRL service for years and never had a issue really with eBay, we used to never upload the tracking which helped stop the item not received cases because buyers were not to sure if we did have tracking and those that did open case were often caught out with the delivery confirmation our problems were with RM.

There was one time we lost our Top Rated Seller due to late deliveries so we had to bite the bullet and start uploading the reference number.

[hll_6289]

Thanks game_raid, will try connecting RM to eBay and see if it works.

Could I ask more about CRL and late deliveries? For example, if I connect RM to eBay and manifest 100 orders, and within those 100 orders, 70 are delivered on time, 20 are delivered late, and 10 don't show a confirmation, will I get 30 late deliveries? Or just 20? Or will eBay remove them all?

[game_raid]

As long as they are shipped on time with the reference number the late defects will be removed by eBay, an item can only be classed as late if it is scanned late.

In that example it would be 20 marked as late but they will be removed around 10 days after the delivery scan.

I did try and appeal our defects and was told because nothing was uploaded I can't prove that I did dispatch on time, so they go from the buyer saying the item arrived late.

That is the only time we lost the TRS since they introduced it on the site.

[hll_6289]

Thank you very much for your time, game_raid. That helps a lot.

Sorry, just one more question about the MC011 notice. I called a few customer service agents to explain my situation, but they said the notice is from another department and they can only be reached by replying to the message. Do you know if there is any other way I can get in touch with them, preferably by phone? I am a hardworking seller, and my main income relies on eBay. It would be too difficult for me if my account is restricted.

[game_raid]

I really don't know, the only way would be to get a call back at 8am tomorrow morning and you may get one of the CS from Ireland who are a bit more understanding.

[hll_6289]

Thank you very much, game_raid. Regarding the other MC011 payout on hold notice cases you’ve heard of, have they all been lifted in the end? I connected eBay to RM, but the reference number was not uploaded. I think it's because I am using a CSV export and import, and the order reference numbers do not match. So, I am going to upload a few hundred reference numbers for now. There is no data range in the notice I received, so do you think one week's worth of reference numbers would be sufficient? 

[game_raid]

It can take a while to upload to eBay, when we manifest some days it takes over an hour to show on eBay.

Every case is different, I know sellers that uploaded everything and the hold was removed and I know one seller that was eventually suspended permanently but they were using a courier that was pretty much unknown and the tracking couldn't be verified like it can with RM or Evri.

There is no harm in spending a few hours adding the numbers then get a call back tomorrow.

You can bulk upload if you have the reference numbers, in seller hub go to reports and then upload and select the template. You can down the orders in reports in click and drop.

[simplyessential_uk]

 I send them using RM48, which is not a tracked service.

Under the QR codes on the labels theres a few little numbers - Thats the tracking numbers minus the dashes 

[hll_6289]

Hi simplyessential_uk, thank you very much for your reply. yes, I can upload that, but about 20% of them are not confirmed, will the ebay assurance team consider them as delivered? also I am not using ebay's EVTN, as I am using a very old tool to pull orders into a csv file and upload to royal mail, so that's a different tracking number rather than evtn, is that ok?

[isaa-shaza]

Hi did you have any luck? Thanks 

[jokers_toybox]

Just out of interest, does it show as delivered using the code under the rm48? Although I'm not sure what that is because I only have tracked 48 and tracked 48 signed for so can't say 100% but if it HASN'T been delivered and you haven't uploaded any tracking to say it's been sent, that'll be why they are holding funds as there's no proof you actually sent it.

In regards to further up, it you buy and print through RM Click & Drop and it's linked it'll upload and mark as dispatched automatically, it even sticks a delivery code for 2nd class if you can get the postie to actually scan it