Buyer received item but tracking not scanned or updated. Funds on hold

[lech25]

Hi I’m hoping somebody can help. I dispatched 2 of the same items to the same buyer at the same time. Both parcels were successfully delivered and the buyer has messaged me to let me know they received both. The problem is one parcel was tracked and updated the whole way and the other still says it’s waiting for me to dispatch the item. I have had the funds released for one item but not the other as it’s not showing as being delivered. Buyer has left me positive feedback but I can’t find anybody from eBay or Royal Mail who seems to understand in order to help. All I keep hearing is that sometimes sellers funds get placed on hold for certain reasons, which I understand. Does anybody have any experience with this or is there anything the buyer can do to help release my funds other than leave positive feedback? Seems there should be a ‘mark as received’ button for the buyer to press for when mistakes like this happen. Thanks 

[parsley2003]

They are starting the wait 14 days thing unless it's tracked and proved delivered, feedback will mean nothing. You need to mark dispatched manually if you still can. The whole thing is going to pieces. It's all done with AI and the buyer can do nothing to help. The 4th is D Day when buyers have to pay to buy and many of us will be having time away to make sure that our listings haven't been messed with. My postage has already been changed and even though i spent hours trying to correct them some are still wrong

[lech25]

Hi many thanks for the quick reply. Seems it’s all a mess at the moment. There doesn’t seem to be anywhere I can manually mark the item as being dispatched or delivered maybe due to it being an eBay generated pre paid postage label. I have proof with the post office that I dispatched the item but the online tracking actually doesn’t even state it as having been received. As I previously mentioned the buyer has confirmed they received both so Hopefuly I get the issue resolved. Buyer seems genuine anyway so even if eBay end up refunding them the cost I hope they will pay me privately. Thanks again for your reply. 

[parsley2003]

Yes if you bought the label through Ebay you can't do much, simple delivery will force us to buy post through Ebay it starts 10/2 and for now we can opt out and do our own postage but will have to opt out on every listing. It will be made mandatory sometime in March and then we will have no control over postage.

[lech25]

It all seems a nightmare doesnt it. Can I just ask what your opinion is on what might happen if I can’t get through to anybody who understands the situation, even if Royal Mail can’t manually mark the item as being delivered.. will eBay AI automatically assume I haven’t dispatched the parcel and refund the buyer? .. or automatically assume the buyer has received the item and has no issues and therefore release my funds? I know anything could happen but do you know if there is there any kind of protocol for these situations? Thanks again 

[2012butterfly222]

We are in a similar status, wrong postage chosen, rookie error,  post office charged for a new label, didnt change the tracking number in time as we didnt know we had a time limit. Item delivered 2 days ago and says its still sat at the post office. Following the new number on royal mail site says delivered and even has a photo proof but ebay wont accept it. Still no status update since printing the original label.

Trying to talk to the AI bot is a waste of time. Surely we cant lose out on money ( significant amount) just because we cant track it?

I hope your concern of refunding the buyer is not a thing as My son did exactly the same (facepalm)

[malave_8907]

same thing here customer has had the goods very happy and left me positive feedback , ebay or evri tracking has not updated and i still cant get access to my money , what a joke, i have messaged evri and ebay and you get sent round in circles , did i read somewhere that after 14 days funds are released even if tracking isnt updated ? ive asked ebay and evri if they can update the status and never got reply to my emails. doesnt give me much hope for future orders if this sort of thing happens . 

[malave_8907]

did you get your money in the end from ebay ? im having similar probs, what a joke this lot are ... 

[tressygirl]

That is correct , if tracking doesn't show delivery on eBay's tracking then payouts are released after 14 days.

However,  we've been told,  because Royal Mail tracking is sometimes not in sync with eBay's tracking, and the latter is the most important for releasing a faster payout,  that is,  2 days after the delivery date.

If you have found your tracking has not updated,  therefore holding back your payout,  contact eBay Customer Services, provide the tracking showing delivery, ask if they can kindly release your payout now that is,  of it shows 48 hours have passed the delivery date.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

 https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

[malave_8907]

within seconds i get a comprehensive and clear answer, whilst for the last few days ive been sent round in circles by ebay and evri, weird isnt it, thanks for your advice, i will try again but ive already messaged them, but will give it another go and try to speak to a human , thank you

[tressygirl]

Aaah you're very welcome,  happy to help! 🤗

@malave_8907 

[anthonyr1825]

Really very useful.  Thankyou.

similar position with 2 delivered parcels.  Royal Mail tracking shows delivered, customers kindly confirm delivery, but eBay tacking shows nothing and funds on hold.  Really frustrating.

[the-great-british-clear-out]

Having the same problem. Item arrived and feedback left but still showing not delivered.

Spoke to eBay and Royal Mail numerous times with no joy.

I think you could call it a scam...an eBay scam.

[forestfeline62]

yes it annoys me how tracking between royal mail and ebay is not in sinc .Ebay announced months ago that they were working along side royal mail so that tracking would be together ,but it still isn't happening ,and then ebay mark you down by saying tracking says late dispatch according to their tracking system ,but royal mail give a clear time line for tracking from the time item was dispatched ,but ebay probably rely on Bots to look at tracking ,their system is totally flawed and dishonest .

[timeformyclearout]

The problem is that the postie has to actually scan the parcel on delivery and this is just not going to happen 100% of the time.  Parcel actually delivered but no tracking.  Buyer can then say they did not receive it as no tracking on ebay status - open to so much abuse.  I think a few of us are going to be waiting the 14 day period for funds to be released.  That's a lot of interest in ebay's bank account!

[the-great-british-clear-out]

It's an eBay scam...a scam by eBay !!
It's never the other way...eBay waiting for their money.
Why not have the buyer paying when they receive the item?