Can't update tracking number?

[danious1981]

I sold a high value item recently going overseas, and posted it to the ebay international shipping centre directly via Royal Mail using their guaranteed service. Its been delivered today but ebay hasn't updated the listing because it seems to think I used their postage service and has assigned a tracking number to it. I've tried voiding the postage label but it still won't let me update with my own, and i cant seem to find a way to contact customer services - the bot doesnt know what I want, and it will only give me an option for a call back if im based in the US or Canada?! I'm slightly panicking as I've never sold anything of this value before or used the ebay international shipping. Any advice on what i need to do or will ebay just update the listing themselves once they've scanned it through? 

[**peaseblossom** · Accepted solution]

It won't update without having the correct tracking number.  See if you can add it by going to the Order Details > Postage > dropdown menu (beside track package) > Add Tracking > + Additional Tracking Number.    If not you will have contact ebay and ask them to do it.   You must have used a .com link before for callback.   Here's the UK one:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[danious1981]

Superstar, thank you. I got through to the uk helpline, it's because I was trying to do it through the app and it doesnt have that function. When I logged on using my laptop I've managed to add an additional tracking number. Thanks again.