Need Help – Can't Add Tracking After Using My Own Shipping Method

[evolvemarketplace_5]

Hi everyone,

I accidentally selected a prepaid shipping label for an order, but I actually fulfilled it using my own third-party shipping method. Now eBay won’t let me add the tracking number (UK2740679627) because the prepaid label was already selected.

The item is scheduled to be delivered tomorrow, and I’m concerned this might affect my payment release or seller performance metrics since the system still shows it as unshipped.

Has anyone dealt with this before? Is there a way to get the tracking added or noted on the order?

Appreciate any advice!

[tressygirl]

Using a laptop / PC and Chrome you should be able to manually change the tracking number yourself.  If not,  then contact eBay Customer Services they will do this for you. 

End of the day if there is no tracking your money is not lost,  but will be held for 14 days,  or up to 30 if you are a new seller.

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 8 a.m. - 10 p.m. on weekdays

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

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@evolvemarketplace_5 

[marco@ebay]

Hi evolvemarketplace_5, thanks for your post.

If you used your own label, you should be able to update the tracking information. However, as advised above, you funds wouldn't be lost, and you won't receive a lower amount, they just will be released after 14 days. If you are getting errors when trying to update your tracking information, please let me know.

Thank you,

Marco

[crankshaft-supply]

When you go to add your own tracking number from the drop down box the page crashes , it's been like this for weeks , useless this pre paid label idea , now we have to use royal mail or evri by default both of which are slow & price is guessing 

[xyz307xyz]

Not tried it, but another member said he/she could do it here: https://www.ebay.co.uk/sh/ord/?filter=status:ALL_ORDERS

[evolvemarketplace_5]

Thank you for your reply

[pyrosit]

Clearly trying to force sellers to use eBays shipping, making if so confusing and difficult to use your own carrier, typical eBay

[ian505303]

An absolute shambles of a system. Being given no choice but to use a system that is completely useless and then being charged for it!  If using your own method of  delivery you are unable to add a tracking number. Item shows dispatched when it has already been delivered and there is no way to get around this. Tracking is showing but you cannot add number. EBay will be losing many sellers due to this not fit for purpose system. 

[the3musketeers]

I also had trouble manually adding tracking for a buyer that had purchased several items from me, but it wouldn’t allow me to do an invoice to include all of the items, so I had to do lots of single transactions and just print one label for it to all go in one parcel. So one item is showing as delivered whereas the others are still showing as to be dispatched. 😡 Sort it out eBay! You’re losing enough customers as it is.

[rlawrey]

Having the same issue! The manual add tracking number feature on mobile is no more. Tried to go on laptop under the 'Postage' drop down where the only location of 'Add Tracking' the link doesn't work and goes to an error page. 

One buyer has bought two items on separte orders , and I'm being forced to purchased two labels yet can be fitted into one package. (I even messaged the buyer to be sure both items going to the same address, which they confirmed)  One order is dispached the other is overdue. And will remain overdue. ALSO the fact eBay charge you postage straight away before even purchasing the label, (Under the order payment details your will see the postage transation already taken. SO not too sure how to get my postage for one of those items back.) 
ALSO to add if someone buys more items in one order you are being charged more. I have had it where a buyer has bought 2 items of the same which can fit under the weight limit of 1 item, (Under the 1KG limit with Evri, £2.94) yet because the buyer has purchased 2 in one order, I automatically get charged more for postage.  £4.09

You have no flexability, being charged more. It is not fit for purpose and needs to be changed! 

[tressygirl]

Manual tracking can be added but not on the app or mobile browser.  Use a laptop / PC and Chrome that combo seems to work well, then:

• Go to "Orders Paid & Dispatched"
• Click on "View order details"
• Within the "Postage" section there's a small dropdown arrow next to "Track Package" - click on that.
• Click on the "Add tracking" option
• A box will come up with the current tracking number . Delete that and replace it with your tracking.

Currently there is a long ongoing issue with combining postage, if you have a buyer buying more than one item, and you wish to post them altogether,  the best way forward would be to cancel all items, of course,  with the buyer's acceptance, and relisting them as one, so there's one  important tracking number, one postage price.

Ensure any message to your buyer makes it very clear the reason why the items are being cancelled,  that they are to be relisted on eBay again,  for the buyer to buy, leave no room for doubt that this is Not an off eBay sale.

Some sellers are leaving a message on their listing,  for example.....   ' If you wish to buy multiple items,  please let me know before buying,  I will relist them as one listing so only one postage cost is charged, combining postage is not currently possible. '

You are correct,  that many aspects need changing / correcting, eBay say they are aware of all the issues,  but it does seem a long time coming for any fix to be announced ! 🤔

@rlawrey