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Wed Mar 8 2017 22:30:16

Tracking Upload Problems Lead to Defects from eBay

By: Reader

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Dear Ina,
Has any seller mentioned to you the frustration of uploading tracking numbers to eBay?

I noticed two defects on my Seller Dashboard for not uploading tracking numbers on time. Fit to be tied, I demanded eBay immediately remove them.

Admitting hundreds of sellers have called, recognizing how unfair the defects are, and feeling my frustration and certainly hearing it, the Seller Performance Team explained to me, until Tech proves there is a glitch in the system, the defects remain.

It occurred to me, not only is there no incentive for Tech to prove there is a glitch in the system; eBay probably causes the tracking numbers to disappear to make attaining and keeping TRS nearly impossible to pump up their bottom line, by curtailing the 20% discount on selling fees.

Would you agree?
Kind regards,
David




Comments (15) | Permalink

Readers Comments

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: handmedownheaven This user has validated their user name.
Web Site

Thu Mar 9 00:28:47 2017

Your not alone.  I have mentioned multiple times that tracking when I purchase a shipping label is not uploading and when you try to enter manually that don't always work either

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: raggs This user has validated their user name.

Thu Mar 9 01:06:40 2017

I have complained about this issue numerous times. How can you purchase shipping through ebay and not have a tracking number!

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

This user has validated their user name. by: Ming the Merciless

Thu Mar 9 02:29:01 2017

The Seller Performance Team is more accurately described as the Seller Killer Team.

Ebafia management's decisions and liar buyer fraudsters are ALWAYS right; criminal sellers are always wrong and deserve no consideration whatsoever.

Another day fighting the mob.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

This user has validated their user name. by: Marie

Thu Mar 9 03:12:07 2017

David

You don't get a "defect" each time your tracking number isn't uploaded to Ebay within your stated handling time.  That isn't to say we aren't dinged for them, they just aren't defects.  

The current requirement to maintain TRS status is that tracking has to be uploaded within your stated handling time at least 90% of the time.  That will change soon per the Spring Seller update to 95%.

And don't confuse this with "late shipment rate", that is different.  This has to do with on time deliveries and there are three ways in which to prove this.  1. tracking is validated within your stated handling time.  OR 2. Delivery is scanned within the stated ETA on the purchase. OR 3. When the buyer leaves FB they check the box that it was on time.

This is only a work around, but if you are noticing that Ebay is not updating your shipments with the tracking number, go and enter it into PP.  I know it is extra work, but it may help while Ebay gets their problems resolved.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: FeelingFroggy This user has validated their user name.

Thu Mar 9 04:23:55 2017

We mail hundreds of packages each day. Have never added tracking to anything.

Tracking is for the sellers protection not for the buyer to sit and watch.

Of course we aren't carrot jumpers so it doesn't count against up either.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

This user has validated their user name. by: Ric

Thu Mar 9 09:33:20 2017

I had problems early on with eBay shipping not updating tracking information consistently.

Now, I purchase all my shipping labels through PayPal and have not had any problems (yet) with tracking not uploading across to eBay.

Lesson learned was that there is no sense trusting an eBay process to function properly when there is a process off eBay to perform the same function.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: a_c_green This user has validated their user name.

Thu Mar 9 12:08:21 2017

@FeelingFroggy:

> We mail hundreds of packages each day.
> Have never added tracking to anything.
>
> Tracking is for the sellers protection
> not for the buyer to sit and watch.

In fact, if the buyer has a MyUSPS account at usps.com, they can get inbound tracking on their package even if the seller does nothing to offer it. As soon as the system detects the destination address on the package, anyone who's registered at that address can receive tracking updates automatically, even if they don't know the tracking number (or were not even expecting a package).

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: jdbok This user has validated their user name.

Thu Mar 9 13:04:32 2017

I have one day free shipping on all listings  and up to about 6 months ago that one day was  a business day--
now I have lost TRS and most traffic to my shop which has been devastating!
ebay now counts days as calender days!
so if an item is paid at 11:30 pm on tuesday they expect tracking to be scanned as picked up by USPS  several hours later at 8am Wed before I even come in to work. as well items paid on a saturday are required to be shipped sunday!?!
for about 4 months I would call CS to remove those impossible tracking defects based on business day handling and eta,  and retained my TRS with hours of phone time with CS. but now the CS says they will look into it and remove the impossible defects but never do-- no matter how many times I have called. as well, they told me that someone that has had TRS for so long has a 3 month grace period before losing it--
but lose it I did.
my sales have fallen by 1/3 and I can not survive like this
make no mistakes that 20% discount is nothing, without TRS I get no traffic to my listings.
does anyone know if the algorythm for 2 day handling is better than no TRS or what kind of work around or recourse I have
sorry if this is not exactly on point-- my tracking usually always posts using ebay and paypal labels.
its just ebay does not count my tracking as being on time Barrymore.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: walnutts This user has validated their user name.

Thu Mar 9 14:30:08 2017

It should be noted, that this is not just a problem with items that have perfect tracking in the USPS system but have no "carrier confirmation" in the metric - there are at least 3 other reasons that dings in the "Tracking Uploaded on time and validated" metric show up for packages that should not get dinged. I agree with Gary that there is absolutely no doubt that eBay is aware of these issues (I have personally spoken with Execs who are working very hard to get the folks who own this issue to fix it) and I thoroughly believe that they are trying to (and must) correct the issues - I also believe that trying to correct the code to solve the MANY problems with the system, is likely a massive undertaking and may not be possible because some of the issues have to do with systems that eBay does not control (the USPS, UPS, and other carrier's systems) - it has been suggested by me (and I assume by others) that a simple fix would be to put in place a system like the one in place for the "Late Shipment Rate" metric - that is to put in place a system whereby a CSR has the ability to remove a ding if they can see that the ding should not be there - I realize that this is not a "clean fix" but it works on the "Late Shipment Rate" metric and it would work here also..




By the way, FYI - at the present time we have 14 dings for "Tracking uploaded on time and validated" - 13 of them are obviously wrong and yet even though very knowledgeable CSRs can easily see this, they tell us that there is no system in place to remove those dings - that just simply is unacceptable and I assure you eBay knows that it is unacceptable.


Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: DSR This user has validated their user name.
Web Site

Thu Mar 9 17:23:40 2017

I wrote the letter to Ina. I noticed my first defect eight weeks ago. I manually uploaded the tracking number as soon as an item sold. I don’t print my labels using eBay because I get better rates elsewhere.

Two days later I saw a defect on my Seller Dashboard. Called Trust & Safety because the item was stilled displayed as Paid Awaiting Shipment.

The Rep asked me to duplicate the process and she took screen shots. I uploaded the tracking number and the item disappeared from Paid Awaiting Shipment. She refreshed the page and it reappeared.  

The Rep said this is a known problem, but until IT acknowledges there is a glitch on the site, she does not have the tools to remove the defect herself.

I’ve had items where their tracking numbers disappeared one week after I uploaded them.

I spent almost an hour daily complaining about the defects because in eight weeks they are still there and more are accumulating.

Once I was on the phone for four hours with eight wrong transfers. One Rep said, “Even if the CEO of eBay put a gun to my head and said remove the defect, I could not do it”.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: walnutts This user has validated their user name.

Thu Mar 9 17:26:35 2017

Update: This afternoon I got a call from the Executive Offices at eBay - they asked if I would speak with them about this issue and I spent over an hour on the phone discussing the issues involved and giving a seller's point of view on the problem and how to fix it. The fellow I spoke with made it VERY obvious that eBay is aware of this issue and is working very hard to fix the glitches in the system. I can assure you that they will make sure the system is working properly before the TRS threshold is raised from 90% to 95%.

I was most impressed with the fact that the person I spoke with was not only very knowledgeable about the issue but also REALLY listened to what I was saying and REALLY wanted the feedback of eBay sellers.

Too often we dismiss eBay as being thoughtless and uncaring - my experience over the past few years (since the new team has taken over the helm) has been just the opposite and their reaching out to me today is just one tiny example of how much they care and how much they are trying to ''get it right''!!

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: walnutts This user has validated their user name.

Thu Mar 9 18:08:53 2017

What DSR says above is true - the code on the back end of this metric does not allow for manually going in and remove a defect - that is why this issue is so hard to fix.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

This user has validated their user name. by: eXtinctBay

Thu Mar 9 20:29:47 2017

@walnutts

Really glad they called you and addressed the problem. With your quality of merchandise you offer on eBay, they certainly do not wish to lose you as a customer.

Maybe the brass finally is taking a hard look at glitches that will ultimately affect one's bottom line.

Not just telling a seller that ''Well, it's just the cost of doing business- people just raise their prices to offset these losses''.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

by: FeelingFroggy This user has validated their user name.

Fri Mar 10 10:43:48 2017

Executive offices at Ebay give lip service only. They are clueless and would be hard press to find the employee bathroom without a roadmap and flashlight.

Tracking Upload Problems Lead to Defects from eBay   Tracking Upload Problems Lead to Defects from eBay

This user has validated their user name. by: toolguy

Fri Mar 10 13:18:04 2017

Defects, who really cares anymore?

I don't

It's not free and it's no longer fast.

I'll ship it out when I'm ready to and not a minute sooner!

eBay is no longer King in my house. . .



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