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Wed May 17 2023 14:22:07

Seller Says Lost Claims Are Due to Faulty eBay Tracking Data

By: Reader

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Dear Ina,
I wanted to alert you to an eBay tracking system issue that's been going on for a while. Basically when a customer opens an INR request and we the seller respond with a valid tracking number, eBay is supposed to monitor that tracking number and pick up either acceptance or movement by the carrier to validate that the tracking number the seller has provided is valid.

The problem is eBay's tracking software is apparently faulty because their tracking system isn't reliably picking up tracking data in anywhere close to real time.

I've attached a couple screenshots to illustrate what I mean from a current INR case we have open. We supplied the tracking number to the case, according to USPS tracking our package was picked up on 5/15 at 4:12 pm PST. It also shows subsequent movement in the USPS system since then. However, according to eBay's tracking system the package has never been picked up.

Approximately 36 hours since USPS posted on their website it was in possession of our package eBay's tracking system is still blind to that information. It is only showing a tracking number has been provided and is not showing it is in transit.

Anyone in the world can look up the USPS tracking code for that shipment and see it's been picked up and moving in the USPS mail system, but eBay's tracking system seems to be oblivious to that fact.

This is a real problem because eBay decides INR cases based on their tracking data. If they don't recognize tracking info timely, they can wrongly decide for the buyer against the seller. In fact, this has happened to us several times already. We appeal these cases but they come back denying them claiming they didn't receive a valid tracking information from us. They've been supplied with tracking info timely, the problem is eBay's tracking systems are not working reliably in anywhere close to real time.

Anyway, I just wanted alert you about this ongoing problem eBay apparently has in their tracking systems.
Thanks,
Jeff

Comments (9) | Leave Comment | Permalink

Readers Comments

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: RL15

Wed May 17 17:10:46 2023

fleceebay doing what they do best....screw a seller

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: GetAGrip

Wed May 17 19:35:36 2023

You might be interested in the article that was posted yesterday about the US post office and their problems with the tracking system. Its about 2-3 stories down.

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: critical_sceptic

Thu May 18 00:08:15 2023

First level eBay responses are automated and subject to system issues, so there are appeals processes where you can provide data, such as a screenshot of USPS of tracking results. Has anyone lost an INR case where they have provided a screenshot of definitive USPS or other system tracking showing the item has been delivered to the address in the order?

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Marie

Thu May 18 02:27:03 2023

@Jeff

To my knowledge Ebay has not said that tracking on the site is in real time. In fact it is the opposite. The upload the information from carrier sites at intervals. I don't know when those are, I never had a need to know. But it isn't Real Time and I don't think it ever was. That would be pretty difficult I would think.

Why would your buyer file an INR so quickly? Did they have you confused with another seller?

Either way, you are fine, the package certainly hasn't passed the ETA delivery date on the order. So just keep an eye on it. But you likely don't have an issue.

There could be a problem with the Ebay site communicating with the USPS site. Did you report the problem to Ebay? If you haven't, you really should. They may not know there is a problem, so be proactive as it will only benefit you.

Ebay does look at tracking data on the Carrier site if needed. The tracking showing on Ebay is not the be all and end all.

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Marie

Thu May 18 03:35:48 2023

@Jeff

You might find this interesting. It is a technical issue reported on the Technical Board in the Ebay Community.

Tracking in case disappeared after seller provide tracking in INR case (May 01, 2023)
Reference ID: ALERT12286

Just so you know, if your tracking on a transaction that an INR is filed on was uploaded to Ebay BEFORE the INR was filed, you do not have to re-enter the tracking in the claim. While Ebay doesn't explain this at all on the claim, it is there for those that did not have tracking previously uploaded.

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Snapped

Thu May 18 19:56:46 2023

“ But it isn't Real Time and I don't think it ever was. That would be pretty difficult I would think.”

Their ‘regular’ status update periods are not the right focus. eBay could easily instantiate an “update” button for a specific item when a buyer wants “real time” tracking, and send a request via the carrier interface already established. If they chose to. A high school kid could program it.

Despite any arguments regarding its ‘accuracy’, if a user can see it via direct request, so could eBay. If they chose to.

From day one.

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Fruitylovesyou

Thu May 18 22:43:48 2023

It's working as designed. That's the sad part

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Marie

Fri May 19 01:54:12 2023

@Snapped

That would depend on when you looked, whether it applied or not.

Just above your post you will see that I noted that there has been a repair ticket filed for what seems to be what the OP describes.

Seller Says Lost Claims Are Due to Faulty eBay Tra

by: Allen1853

Fri May 19 10:36:06 2023

I have had MANY of these same problems. Marie and critical skeptic are wrong. It happens quite frequently and Ebay, robots, people and "backroom" unknowns all collude to screw sellers. I have had several INRs where eBay completely ignored the tracking which was uploaded before the INR case, the day the INR was filed and several times thereafter. Multiple appeals came back denied without explanation "we have decided to keep our original decision" (and all of their fees, of course). I have had INRs where the tracking clearly showed DELIVERED in eBay and USPS. Tracking ignored, refund issued. I have had agents agree refunds were issued incorrectly and promise they were filling out manual requests for refund back to me from eBay. They NEVER happen, one after another agent lies. There is no one to appeal to when you run out of appeals. No third party, no Supreme Court. Just the crooks at eBay. I know this all sounds unbelievable but it has happened over and over. In one case the detailed tracking in eBay just disappeared, in eBay. I had copied it to myself and buyer. I proved someone was committing fraud. In that one instance, out of dozens, eBay refunded me. These are not glitches. This is a criminal enterprise involving tech, agents and management. Some day a valid class action WILL be filed and won. MORE people at eBay will go to prison. It is just a matter of time.

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