ebay system won't recognise tracking number although correct

[nag.hele]

Buyer says hasn't received goods but the tracking number as displayed on the item on ebay is said to be invalid when I use the

ebay form to report the problem. I have checked and re-checked the tracking number and it is correct. I can get no further. How can I get hold of Ebay to tell them that the tracking number is not recognised by their system although their system has produced it?

[pixiesen2012 · Accepted solution]

you didn't purchase a tracked postage service,

the number ebay generates isn't a tracking number, it's a reference number

[nag.hele · Accepted solution]

Thank you

[john1297576]

Or an alternative reason is that you printed a label, but did not have it scanned at the Post Office, in which case it would not show when you searched for tracking, as it is not in the Postal System.

Buying a tracked service from ebay still means you have to go to the post office, as that is the only way the label gets scanned and proves that an item has actually been posted.

The buyer should open a Not Received Case and unless you can prove delivery you will have to refund, and use your proof of postage (if you have one) to claim off Royal mail.

[nag.hele]

Thank you. I asked the PO to scan it but have no receipt as I can't go into a PO as I am shielding due to Covid

[rusticrye]

How did you ask the Post Office to scan it if you couldn't get to the Post Office...? That makes no sense. You have to physically go to the Post Office to get this done, and to get a Proof of Posting receipt. As you didn't do this, you will have to refund the buyer in full (unless you have a tracking number which proves delivery, which it appears you don't have).

Without a Proof of Posting receipt, you can't lodge a claim with Royal Mail, so there is no way to recoup your loss.

In future, if you can't get to the Post Office, get someone to take your packages for you. And if that isn't possible either, it would be best to stop selling until you're no longer shielding.

@nag.hele