Tracking not being added for grouped orders
When a customer buys multiple items and it shows as a combined (grouped) order in the Open Orders, and if you apply postage and therefore tracking, only one of the orders has the tracking information added.
Example: buyer buys 3 items and it shows as one grouped order in Open Orders. You apply postage, like a CRL24/48 or Signed For service, and the order as a whole is marked dispatched. But only tracking is added to one of the items.
This means it still shows in some marketplaces as dispatched but pending tracking info added.
Annoying as it means loads of items need the tracking manually adding in order to meet dispatch timeframe and criteria. Quite a big issue.
Hello. We do not currently offer merging or splitting of orders, so the order as it shows in Click & Drop represents an order as imported from your marketplace. You can create a single label for an order and therefore a single tracking number. If you are still having difficulties, please contact HelpDesk.
Click & Drop Team
romeo bravo commented
I reposted this but it was deleted, unsure why? This is a real problem and causes headache every single day - it's a Click+Drop bug, easy ti replicate with any order where there is more than 1 item in the order, and tracking gets added. 😩
romeo bravo commented
Hi. Sorry but I think you have misunderstood / misread. I'd appreciate this not being "declined" because of the below:
It's not the user (me) grouping orders. It's Royal Mail and how it is when someone buys something on eBay.
If someone on eBay adds 3 items to their basket and pays in one lot/checkout, Royal Mail shows only one whole order for the 3 items in the Click+Drop portal. But any applied tracking doesn't get added to all these 3 items when you mark it dispatched. This is not controllable by me. This is Click+Drop "grouping" that order, as one order (because it is one order, just of multiple items), but not pushing tracking to all 3 items.
EG: you buy 3 items off me on ebay, by adding them to your cart first, so let's say 3 items all £10 each.
> Item1 - £10
> Item2 - £10
> Item3 - £10
You pay me £30 in one transaction at checkout. Royal Mail shows the single £30 "order", with the 3 items in the list of items purchased.
I generate a label, dispatch/manifest this order (only allows one postage for these 3 individual items due to it being only one order). Tracking info is added to Item1 only. Item2 and Item3 are marked dispatched but no tracking is applied to them 2 items.
I can only generate one label for this order, as there's only one checkout took place by the customer.
But tracking is only applied to one, sometimes 2, of the orders. Never all of them.
This means after a few days and when some are confirmed delivered, the one(s) which did not receive tracking from Royal Mail OBA C+D are pending tracking being added. It happens without fail every time.
Side note: when eBay detects part of the order confirmed delivered (due to the above scenario), they push the rest of the "not confirmed delivered yet" part of the order back to your "dispatch" section, because they think you have dispatched only part of the order. This is frustrating.