When you upload tracking information you provide your buyer with more confidence that their item will reach them, as well as a better buying experience overall. You're also protecting yourself in case your buyer doesn't receive the item and opens an Item not received case.
When tracking is uploaded automatically
When you buy and print labels using eBay Delivery, tracking is uploaded automatically and you could also save money on postage with our special carrier rates.
We also upload tracking automatically for some orders using eBay's Virtual Tracking Number (eVTN). We add a unique, seven-character code to the second line of your buyer's address (e.g. 'ebay:12aB3cd'). For most orders, the code will be automatically transferred into the 2D code on your postage label if the parcel is sent through Royal Mail. It will not appear in the address on your postage label. This won't affect the accuracy of the address or the delivery of your parcels. It also won't change your eligibility for eBay seller protections.
Items tracked automatically by eVTN will be exempt from late shipment rate defects.
How to add tracking details
Adding tracking details gives you additional protection and access to the eBay Premium service and discount, providing your listings are eligible.
Once you've sent your item, you can add tracking details, whether your item was bought by an eBay member of a guest buyer. Here's how:
- Go to the Sold - opens in new window or tab section of My eBay.
- From More actions, select Add tracking number.
- Enter the tracking details and the name of the carrier.
- Select Submit.
The buyer will then get an email with the order tracking details.
Marking an item as dispatched
An item will be automatically 'marked as dispatched' if you use an eBay postage label or manually upload a tracking number. If you posted an item to a buyer using a different method and it is still not showing as dispatched, here's how to manually mark it as dispatched:
If you're using Seller Hub:
- Go to the Awaiting dispatch - opens in new window or tab section of the 'Orders' tab.
- Tick the Actions box beside the item you posted.
- From the dropdown menu, select Mark as dispatched
If you're using My eBay Selling:
- Go to the Selling overview - opens in new window or tab section.
- Find the item you posted.
- From the dropdown menu, select Mark as dispatched.
Item not received requests
If a buyer opened an item not received request, but tracking details later show the item has been delivered to the buyer's postcode, the request will be automatically closed.
Both you and the buyer will get an email notification. The buyer will be able to ask eBay to step in within that 24 hours if they still haven't received the item.
You can add tracking details for items you're sending internationally in exactly the same way as for domestic orders. The Global Shipping Programme (GSP) is the easiest way to manage international postage and logistics, and we'll add tracking to your order automatically. If you're not using GSP, you'll have to add tracking to the order yourself. Make sure you use a carrier that offers tracking.
Troubleshooting tracking issues
If you experience any issues tracking items you've sold, or if the tracking information on eBay is different from the details displayed on the carrier site, try the following:
- Check that you've uploaded the correct tracking number. The tracking number on eBay should match the tracking number on the carrier site
- If the uploaded tracking number is correct, make sure the carrier name and details are also accurate
- Compare the date the order was confirmed and the date the tracking number was uploaded to eBay to see if there is a significant lapse of time. Most carriers can only send tracking information during a specific time frame, so tracking information may have been uploaded too late
Insuring your packages
As a seller, you're responsible for the safe delivery of your items to the buyer. So you might want to consider purchasing insurance, particularly for high value goods. Check with your postage carrier to find the best coverage.
You can include the cost of insurance in your postage rates, but you can't charge it as a separate cost.