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Tracking items you've sold

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.

Uploading tracking information details after you've sent an item lets both you and your buyer see where it is along its journey, all the way through to when it's been delivered. Buyers are more confident their orders will arrive when they receive regular delivery updates, and are less likely to file 'Item not received' claims. By using an integrated carrier and uploading tracking within your handling time, you're also protecting yourself in case your buyer doesn't receive the item and opens an eBay Money Back Guarantee request.

When tracking is uploaded automatically

When you buy and print labels on eBay, 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 first line of your buyer's address (e.g. 'ebay:12aB3cd') for most orders, and use this to capture accurate and detailed tracking information if the parcel is sent via Australia Post.

It's important that you don't remove or interfere with the code on your orders. We only add an eVTN code when there's room to do so, so that it won't affect the accuracy of the address or delivery of your parcels. It also won't change your eligibility for eBay seller protections.

Tip
The eVTN code only retrieves tracking for Australia Post parcels where you paid for the label online and printed it off. If you're paying for postage in store, sending with letters or using a different carrier, make sure you upload tracking to eBay manually.

eVTN and printing postage via third-party portals

If you're printing postage labels through an external portal via API, you don't need to do anything – the eVTN code will flow through automatically.

If you're printing your labels manually through a portal such as eParcel, you'll need to enter the whole eVTN code ('ebay' + 7 characters) in the first address line of the label. Please make sure you enter the code exactly as it's displayed on eBay.

If you're combining postage on multiple items, you just need to include one of the eVTN codes on the parcel.

How to add tracking details

You can upload tracking information from virtually any carrier. We recommend you copy and paste tracking numbers directly from your carrier's website to avoid typos or missing digits.

To add tracking details in Seller Hub:

  1. Go to the Awaiting postage - opens in new window or tab section of the Orders tab.
  2. Tick the Actions box beside the item you posted.
  3. From the drop-down menu, select Add tracking number.
  4. Enter the tracking details and the name of the carrier.
  5. Select Save.

To add tracking details in My eBay Selling:

  1. Go to the Selling overview - opens in new window or tab section.
  2. Find the item you posted.
  3. From the drop-down menu, select Add tracking number.
  4. Enter the tracking details and the name of the carrier.
  5. Select Save.

Whether they bought the item as an eBay member or as a guest, the buyer will then get an email with the order tracking details.

Tip
You can still upload tracking manually, even if tracking was retrieved automatically for your order using an eBay Virtual Tracking Number (eVTN).

Marking a non-tracked item as sent

An item will be automatically marked as sent if you use an eBay postage label or manually upload a tracking number. If you posted an item to a buyer using non-tracked method, you can mark it as sent manually.

To mark an item as sent in Seller Hub:

  1. Go to the Awaiting postage - opens in new window or tab section of the Orders tab.
  2. Tick the Actions box beside the item you posted.
  3. From the drop-down menu, select Mark as sent.

To mark an item as sent in My eBay Selling:

  1. Go to the Selling overview - opens in new window or tab section.
  2. Find the item you posted.
  3. From the drop-down menu, select Mark as sent.

International tracking

You can add tracking details for items you're sending overseas in exactly the same way as for domestic orders. Just remember, when creating your listing, choose a carrier that provides international tracking, and make sure your postage price reflects this cost.

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

Postage insurance

As a seller, you're responsible for the safe delivery of your items to the buyer. So you might want to consider purchasing postage insurance, particularly for high value goods. Check with your 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.

Whether sending within Australia or overseas, we encourage all sellers to use a tracked delivery method from an integrated carrier and upload tracking information for their orders.

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