ALERT: USPS Tracking Not Updating (Updated December 3rd 2021)

[Manager-Erin]

*updated as of December 6, 2021 at 8:45 AM CST*

Good news! As of 5PM ET 12/3/21, we have confirmed that over 90% of the affected shipments have been successfully delivered.

Hello Amazing Community Members, 

Last week we learned that Auctane systems issued USPS tracking numbers were not being tracked properly. The issue did not affect USPS’s delivery of the affected shipments. The issue was corrected on Friday, Nov 26, 2021 at 12:30pm CDT.

The tracking data for the affected packages is available in the USPS systems and we are working together to update the tracking information for the affected packages. 

Your customers can expect their USPS delivery as normal for the delivery method selected. The remaining packages are scheduled to be delivered within the next 3 days.

[peachyapricotde]

I have 22 labels affected. They were all created on November 24. My customers are starting to lose patience and so am I.

[Market411]

Following, I need confirmation that the tracking will update when the label is scanned, have quite a few buyers wanting refunds/replacements as they think we shipped it to the wrong address. 

[jajsuppliesebay]

Same here i have 39 labels, buyers are wanting refunds as they think i gave them a fake tracking numbers.

[Adminaegis]

I am in the same position with over 30+ labels as well. I spoke with 2 USPS agents and they both said the only way to get a confirmation is by calling in directly and asking for agent. They said the tracking numbers will not update since they have already been confirmed as delivered. One agent gave me the number to the consumer affairs branch but I got a voicemail. 

[MT1]

this is truly ridiculous. So many brands and companies affected.... customers are NOT happy and how are we as businesses supposed to help them? Are we going to get any help here?!

[peachyapricotde]

Wow... Just read the update. So basically, no help from Shipstation, Stamps.com, or USPS. Our shipments are all showing as in "pre-transit" on Etsy and Amazon doesn't accept branded tracking. No marketplace will care about this explanation. We need a solution, this is not acceptable. You are putting people at risk of losing their livelihood.

[Manager-Erin]

Thanks again for your patience as we evaluate the USPS tracking number situation’s full scope and our users’ needs. We currently have conversations going with Walmart, Etsy, and eBay to ensure they know the extent of the problem and which tracking numbers are affected so that any of our merchants with affected labels will not be negatively affected in their seller ratings.

We will be following up via email with all of our affected users when we have information from each selling channel and will provide you with any steps that you may need to take, along with some sample templates you can use when communicating with your customers.

For those customers who have requested to cancel and refund an order due to this issue, please submit a ticket to our support team with the order and tracking number - if you haven’t already - so we can investigate your specific shipments and provide you with further instructions.

We are now closing this post to additional replies. However, we will update this post if we have any further information to share about this situation.

[Manager-Erin]

Update 12/3/21 

We have sent Walmart the range of affected tracking numbers and associated order IDs and they have confirmed with us that the affected merchants will not have their seller ratings negatively affected by this issue.

We will continue to keep you updated as we have more information to share.