Original tracking data wiped out & not updating deliveries on items posted on Monday 13th

[best-range]

Anyone else noticed that ? ebay/Royal Mail link broken ???

ALL items posted on Monday the 13th via Royal Mail Tracked 48 had their tracking data since removed & not updating, showing ebay message "Running behind"  or "Not posted" on items that either were already delivered or are due to delivery today. 

I always check the tracking after  business collections & all the tracking data was there on the day of dispatch but since this morning all the original tracking has gone. 

There are a few threads on seller central but not on business boards.

Example in case any ebay's employee is passing by this thread & can inform the tech team,

ebay page:

Royal Mail page:

[big_tel]

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@tool-buyer wrote:

Hi Kat,

According to the Royal Mail system, we currently have over 600 "DELIVERED" parcels. Ebay say all 600 have not been delivered, and there are no updates on the ebay site with regards to tracking; where does that leave sellers with regards to Service Metrics ??

Customer service with ebay is terrible; 17 years of experience dealing with ebay, and I should know.

Ebay Concierge called me back this morning with an update to say "all fixed" Well it is not, 

eBay must check the API requests from Royal Mail for orders to identify why the order delivery statuses are not updating. Has the ebay technical team done this? have ebay asked Royal Mail for "request-response files"?

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Wow!  I only have 11 items affected this week.  That's going to be a BIG list if Kat wants you to list out all those item numbers...!

With 600 parcels, I can see how that's going to affect your metrics.  Having said that, just 11 will affect mine quite a lot, as the percentage is relevant.

[tool-buyer]

More to the point, Kat, if eBay had been aware of this, why, after 24 hours, had there been no resolution to this problem? It does not take over 24 hours if ebay is taking it seriously. Exactly how many sellers are been affected, Kat

[subminman]

And I just spent 20mins on the chat line tring to explain that the problem is not user error but a fault at their end that should have been sorted buy now. All my parcels have been delivered now but ebay tracking shows nothing however if I look at the Order Details they now show the dispatch date and nothing else. 

[battery_cell_uk]

We have exactly same - spent 25 mins on phone customer services who didn’t really understand problem and tried blaming RM or the format carrier entered as . 

surely such a major tech issue affecting so many sellers, should be communicated to all their customer service staff so they can advise it’s a known problem being looked into . This would save so much time for sellers and their own staff hours . 
Even better it would be great if eBay can put know tech issues on the Announcements section on seller hub ( probably don’t want to admit their system faults ) 

[bravergrace]

The thing that really disturbs me about this sort of issue, is that eBay seem to regard it as a trivial technical display issue, that can be easily "fixed" and then ignored, with no regard to the knock-on effect on affected sellers.

Whereas sellers know that anything eBay flags as "late dispatch" or "not delivered", feeds into the SPS/Service Metrics, and is used to punish sellers.  Because the service metrics are designed to treat all dispatch/tracking/delivery data as infallible, and any information supplied by the seller (eg "this  item has been delivered, it showed up on eBay as delivered yesterday, but you've since broken the link to RM tracking"), is viewed as unreliable, suspicious and downright fraudulent.  There is no room in your system for this, so eBay will happily and systematically punish, fine, and restrict sellers affected by this sort of technical issue, with any appeal for sanity met with "computer says no".

If an issue like this affects Service Metrics (and since we don't know the cause of it, we have no idea whether it will), then this could affect our livelihoods for the next twelvemonth.  It isn't trivial.

[highnoon1966]

Just one for me. Item number

226527876187

Regards.

[tackexpressheadoffice]

Just as one example (of many) from our account for your backoffice to peruse and identify it if is site wide or affecting only selected sellers... order 15-12565-30847 refers

We do not have time to list all the affected orders here all as we are too busy appeasing angry customers who cannot see on eBay that we sent their orders on time Monday.

[pamlizb]

None of the RM48 orders I have posted from Saturday  are showing as delivered on Ebay although those that that have  been scanned as delivered  are showing on RM's website

[tool-buyer]

Hello Pamlizb,

I'm sorry to hear this; I only wish ebay would treat this as a serious issue; an ebay representative, kat, is on this thread but seems only to reply once a day, good old ebay service.

How many of your orders that have been delivered are not showing as delivered on ebay?

[wuffleboots]

My affected order numbers are listed below. All are Royal Mail T48 and either Delivered or In Transit according to Royal Mail website yet on eBay they all only show as 'Despatched' ie postage purchased. My despatch commitment is to post within 2 days (I actually do next day) so I am concerned that I am already being affected by Late Delivery penalties. This has been ongoing since Monday 13th.

Orders confirmed as delivered by Royal Mail website:

03-12576-02817

01-12578-65199

26-12551-30212

17-12563-64097

12-12570-13824

05-12580-73800

10-12574-74458

04-12582-31005

Orders showing as In Transit by Royal Mail website:

23-12562-56940

08-12580-91235

27-12562-26571

[tool-buyer]

Any update, kat@ebay, or are you a once-a-day replier with excuses? These are people's livelihoods you are messing with.

[all*sorts]

Hi Kat

I have this issue on every order so far this week including yesterday.

Is there any update on a fix?

Thanks

[messier44000]

I like the way they are asking for item numbers, like they think its just a small 

handful of sellers in the forum that have been affected. 

[pokemon_family]

Please help clarify whats going on item numbers affected for us:

156474620610
156581725498
156561063488

All royal mail 48hr tracked and all showing as delivered on royal mail website

[lolif34]

Come on Ebay its a day later now and still not fixed? what the hell is going on here? all current tracking data deleted?!!!!

[pamlizb]

None showing on Ebay but OK on the RM site from Saturdays posted   click & drop 48 LL's

[kat@ebay]

Hi All,

Ebay are continuing to work with the Royal mail on resolving the tracking updates between the two platforms. I don't have a timescale on this but they are working to get it fixed as soon as possible. As soon as I have an update from tech on the fix I will update the thread.

Thank you,

Kat

[battery_cell_uk]

And to make matters worse we have noticed a severe drop in sales. On research some of our popular items the Sponsored Listings are no longer showing near the top - we suspect as others have mentioned that Late Delivery metrics are coming into play in listing placements.

Kat can you get Ebay to confirm these metrics /listing placements will be rectified 

[tool-buyer]

If you have not already done so, the ebay ticket number for this issue we have been provided with is "EWATCHOP-140406" The more people that make ebay directly aware of their situation by going onto live chat or calling them and providing them with the reference number, the higher priority this will be given.

[best-range]

is this thread suppressed or invisible now?

I was looking for it this morning in general "Discussion" & it always came up amongst all the new posts from today sorted by time of the posts, but the search did not bring it up today.

I then selected "Selling" category & same happened, no sign of this thread, yet other threads were brought up in the time order, but this one was missed.

It's only when I select specific "Business" board that my thread appeared.

No wonder that so many new threads are started on the same topic daily, as this one seems to be invisible. 

Very strange. 

Back on topic, coming weekend & still no fix, other threads on the same topic report that other couriers tracking are now also invisible on ebay, so this is not just Royal Mail that is affected.