eBay has wrong tracking number and will not pay
Summary: ben0894 sold an item and encountered issues with eBay due to a conflicting tracking number between eBay and AusPost. They have not received payment despite the buyer confirming delivery, as eBay's tracking system fails to show the item as delivered. Several participants offered advice, suggesting potential issues with using a non-eBay label and the usual holding period for new or infrequent sellers. ben0894 eventually reached an agent through eBay's chatbot, resolving their concerns, though they did not share the solution with the group.
I sold an item and posted it the same day I was advised it had been bought. A week later I contacted the buyer - yes they had received the item, but I haven't received the money. It turns out that when I posted the item with AusPost it was given a tracking number, as I would expect. But eBay gave the item another tracking number. They now say the item with their tracking number has not been delivered. When I tried to add the AusPost tracking number the website says it cannot be added for my item. I contacted the buyer and they say there is nothing on the buyers page that lets them notify eBay that the item was delivered. I cannot call eBay, don't know the number. Does anyone know what my next step should be? Any assitance would be gratefully received.
*casey*
·Aug 13, 2026 at 7:08 AM · Edited@ben0894
Just a couple of extra things to mention.
You were lucky that your sold item wasn't removed by eBay when it was initially listed as 'Cash On Pick Up' is no longer allowed.
I suggest you edit your current listing and remove the Australia Post option before a buyer expects it to be posted to them in a satchel !
twyngwyn
·Aug 13, 2026 at 7:14 AMLol 😂
*casey*
·Aug 13, 2026 at 6:50 AM · Edited@ben0894
" their website says 2 to 4 days after delivery"
The transaction holds page was updated in March 2026 and the old "set" 30 day hold for new / occasional sellers no longer applies.
A New seller Registered as an individual
"New sellers registered as individuals will typically receive their funds 2 days after delivery confirmation (for tracked items) or 14 days after the buyer pays (for items sent without tracking) while they build a consistent track record"
An Occasional Seller
"Sellers who haven't yet established a strong, consistent track record or who don't have any recent selling history will receive their funds 24 hours after delivery confirmation (for tracked items), or 31 days after the buyer pays (for items sent without tracking)"
"If you previously qualified to receive your funds faster as a new seller registered as an individual, you may experience this hold if you haven't sold in a while. If you do, you'll receive your funds 2 days after delivery confirmation or 14 days after the buyer pays"
"On what basis do they hold the money "
Because eBay will always, I repeat always, hold the money for as long as possible to earn interest.
The reasons for the hold will generally be:
High Priced Items
"For certain high-priced items, funds from the order will be placed on hold for 31 days after the transaction date to give the buyer enough time to report any issues after they've received and inspected the item"
OR just because...
"If we have concerns about an order while it's on its way to the buyer, the funds may be unavailable for longer. Reasons could include discrepancies in tracking information, issues with a seller's account, or simply allowing extra time for the buyer to review their purchase"
*Note
None of the holds seem to apply for fake tracking scams/ scammers and eBay happily leaves positive automated feedback for items posted to themselves or other scammers.
When they start to sell high priced, non existent items, buyers will generally have to make a claim with their bank or Paypal in order to receive a refund.
ben0894
OPAug 13, 2026 at 12:38 PM · EditedAll these replies and yet none that are really useful. I went to Help and then Contact Us and to the chatbot. I asked it to put me in touch with an agent. The agent was very useful (a one minute wait) and now I know exactly what is happening. This is what the answers should have been. Thanks for your efforts anyway.
*casey*
·Aug 13, 2026 at 1:14 PM · Edited"All these replies and yet none that are really useful"
"The agent was very useful and now I know exactly what is happening"
Perhaps you could let us all know exactly what 'is' happening !
sandypebbles
·Aug 13, 2026 at 7:16 PMYes, I would love to know too
Especially when the agent was reading from a script like they all do and about 1 in 1000 people who contact them are given the correct advice
Not sure what the agent was told that we weren’t
gutterpunkz05
·Aug 12, 2026 at 10:25 AMDue to the item value, even with proof of delivery and positive feedback, ebay is unlikely to release your funds early.
sandypebbles
·Aug 12, 2026 at 6:45 AMThere is no phone number for eBay
Are you on ‘free selling’ and required to use an eBay label? But used your own postage with Australia Post instead?
Are you fully verified for Managed Payments in order to be paid?
As you have only sold one thing recently, your funds would be on hold for 31 days in any case, and especially not released early for a high price item when positive feedback has not been left
ben0894
OPAug 12, 2026 at 6:52 AM · EditedYes I bought my label and took it to AusPost with the parcel, but I now suspect the AusPost officer folded the label and stuck it on the parcel and then gave it an AusPost tracking number. That said, what can I do to resolve the situation? How can I get eBay to know the parcel was delivered?
shoppingbag*
·Aug 12, 2026 at 9:55 AMIt sounds like you printed the label. If so, why didn't you attach it to the parcel yourself?
ben0894
OPAug 13, 2026 at 1:51 AMI had to get a postage box at the PO and the lady said she had one that fitted better than the one I chose, so she got it and did all the packing and posting.
lezned-toycollector
·Aug 13, 2026 at 2:50 AMThat sounds like you've purchased a label from AP and not used an eBay label.
If this is in fact the case, you won't be able to add the AP tracking number.
eBay don't actually provide a means to breach their policy.
gutterpunkz05
·Aug 13, 2026 at 4:38 AMYou are responsible for ensuring the item is packaged, labelled and shipped correctly, no matter who actually completes those tasks.
gutterpunkz05
·Aug 12, 2026 at 10:16 AMAP is not going to just attach a separate label/tracking to the parcel, at no cost.
As long as you have correctly signed up to managed payments, you should eventually get paid.
ben0894
OPAug 12, 2026 at 1:29 PMI followed instructions and even bought insurance on the parcel. On what basis do they hold the money - their website says 2 to 4 days after delivery. And I'm having trouble thinking up positive feedback to post.
gutterpunkz05
·Aug 12, 2026 at 1:59 PMThe positive feedback required before an early payout, is feedback from the buyer, not you. You do not get to leave feedback for ebay and any feedback you leave for the buyer must be positive.
As a new/infrequent seller, your payments will be on hold for up to
30 days. Early payouts will only be considered where tracking shows the item has been delivered and the buyer has left positive feedback.
Did you use the label purchased and provided via ebay, or did you then pay for another label at the post office.
sandypebbles
·Aug 12, 2026 at 6:44 PM · EditedOn the basis you agreed to when you listed, and that has applied to every new seller and every seller who has not sold in a long time for years
which I already mentioned in my original reply. The hold is 31 days for every such seller
That is assuming you fully and correctly signed up for Managed Payments and were verified
Positive feedback for the buyer can be as simple as great buyer, but leaving feedback for the buyer makes no difference to the hold on your funds