AU Sellers Beware: Orange Connex/eBay lost my $500 parcel
Summary: urban.goods shared a frustrating experience using eBay's Orange Connex delivery service, where a parcel marked as delivered was reported missing by the buyer, leading eBay to close the case due to 'missing tracking'. Despite attempts to upload tracking details, the system blocked them. twyngwyn suggested using signature on delivery and advised contacting Connex directly. *casey* clarified that the parcel was still onboard for delivery and recommended contacting eBay through Instagram. li-456325 advised keeping records and possibly escalating the issue again, emphasizing that the case's closure seemed unjust.
I used eBay's Orange Connex delivery. Tracking showed "delivered," but the buyer reported it missing. eBay then closed the case against me for "missing tracking"—while their system completely blocked "The case was put on hold" any option for me to actually upload the tracking details. Feels like a deliberate loophole to cover up their lost parcels.
li-456325
·2 days agoThat’s ridiculous. The tracking clearly shows delivered, and eBay literally told you there was nothing you needed to do while they reviewed the case. Closing it for “missing tracking” after that makes no sense.
Keep screenshots of everything and escalate it again if you can. For a $500 parcel I definitely wouldn’t let this one go.
*casey*
·1 week ago · EditedThe OP hasn't returned to this thread so let's hope his appeal was successful .
He should have been covered under seller protection.
The parcel was delivered to the buyer by Aramex on 25/08/2026 at 15:51:40
Authority to leave service. Photo of delivery.
I have to admit that with no announcement of this gradual introduction of 'eBay Delivery Network' showing at checkout and without looking into it.....
If a buyer posted a thread saying that they purchased a $500 item, which they hadn't received but was supposed to have been delivered through 'eBay Delivery Network', I would have thought it was a scam.
Although I can't vouch for it to be true, I read elsewhere that eBay Delivery Network was added to a seller's postage options without their knowledge.
Do any other buyers or sellers have any experience with this new 'eBay Delivery Network' ?
*casey*
·2 weeks ago · EditedI'm bumping this up so the OP can easily find his thread if he returns to the forum
It now appears that the OP has requested proof of delivery and a photo has been added to the tracking.
BUT the photo is of the delivery to the Adelaide depot and the OP may lose the 'appeal' due to inexperienced eBay staff.
The parcel is still on board for delivery to the buyer.
sandypebbles
·2 weeks agoYes, I am guessing since the buyer didn't know and the OP didn't know, eBay staff have no hope at all of knowing
twyngwyn
·2 weeks ago · Editedgood sleuthing
*casey*
·2 weeks ago · EditedAt this stage, no-one has lost your $500 parcel sent from Melbourne to Adelaide.
Through the eBay / Orange Connex delivery network, Aramex is the courier.
It was delivered to the Adelaide 'depot' on 17th August.
The tracking shows as onboard for delivery to the buyer on 21st August at 9.01 which could take a few days with it being the weekend , as not yet showing as delivered
"Onboard for delivery.
Adelaide- 21/8/2026- 09:01:11
Your parcel is onboard with your local courier and will be delivered to you within the next 24 hours"
OP, Keep an eye on the Aramex tracking and if necessary , you may need to contact eBay through Instagram where the staff are more experienced
sandypebbles
·2 weeks agoI was wondering why the buyer is 'reporting it missing'
Unless the buyer lives at the Adelaide depot
*casey*
·2 weeks ago · EditedTo be honest, I don't know much about this new gradual rollout of:
"eBay Delivery Network / Drop off so have no idea what shows to a buyer.
Note* I tried to post the link to the following but my post disappeared and went into 'pending approval" mode so I deleted it and started again!
The eBay AU information page shows:
eBay Delivery Network
"We're introducing this option gradually and it will soon be available to all sellers.
The carrier responsible for your shipment is identified once the shipping label has been generated. Our network, which is powered by Orange Connex, evaluates all available partners in the network to select the most economical shipping option based on your specific parcel details.
You may see Orange Connex appear in tracking updates, as they power the delivery network behind the scenes.
Your parcel is still being delivered through one of our trusted carrier partners, with the shipment managed through our delivery method"
I had to do quite a bit of digging around to find information past the
'Delivered by Orange Connex on August 17th',
The OP seller also thought it was delivered so maybe the first time using the service. The buyer may well be genuine.
Also for the OP, note that the Aramex tracking number starts with AX0 (zero)
NOT AXO (letter of alphabet)
sandypebbles
·2 weeks ago · EditedMe neither, but I have been needing to use Coles online which the website was done most of the day so was keeping busy while I waited….and waited…and waited until I gave up
Personally though, if I as a buyer saw something was ‘delivered’ the first thing I would do is check where to
We used to see it a LOT on the real forum where a buyer would buy something from overseas and would think the ‘delivered into Australia meant delivered to their actual home
twyngwyn
·2 weeks ago · EditedGood luck…..maybe you should list with signature on delivery and or insurance?
Can Connex provide photo of delivery?
urban.goods
OP2 weeks agoAny ideas where to find PoD (proof of delivery)? Their outsourced support has no idea ebay & connex are in a cooperation. Here's their reply so far:
I find this FAQ on their eBayxConnex service page amusing. "Orders up to $750 will be handled where any reports that an item hasn't arrived." I received no such support.
twyngwyn
·2 weeks ago · EditedGo direct to Connex, and ask for proof
https://orangeconnex.com.au/mobile/