# The shipment or tracking number doesn't reach eBay

> What to do if an order shows that it couldn't be marked as shipped or that the tracking number couldn't be set on eBay: automatic retries and fixing it by hand.

Source: https://docs.droopify.co/en/tracking-not-sent-to-ebay
Last updated: 2026-11-04

Causes and solutions when eBay doesn't receive the shipment or the tracking number of an order.

## A message about the shipment or the tracking number appears under the order

They are the messages **Unable to mark the order as shipped on eBay. …** and **Unable to set the tracking number for the order on eBay. …** ([Order statuses](https://docs.droopify.co/en/order-statuses)).

**How it works:** Droopify tells eBay about the shipment when the order becomes **Ordered** and about the number when it becomes **Shipped**. If eBay rejects the request, Droopify tries again by itself: every 10 minutes and every time it reads the order at the supplier, up to 3 attempts for each item. The message stays until eBay has received the item.

**Possible causes:**

1. **Temporary eBay problem**: it usually solves itself with the automatic attempts. What to do: wait a few hours.
2. **Courier or number not accepted by eBay**: it happens, for example, with an Amazon order marked by hand with a link instead of the number ([I marked an Amazon order as shipped by hand](https://docs.droopify.co/en/i-marked-an-amazon-order-as-shipped-by-hand-what-do-i-do)). What to do: check the courier and the number in the [order details](https://docs.droopify.co/en/view-order-details); if the order is connected to a supplier order, press **Update Tracking**.
3. **You already entered the item on eBay**: Droopify doesn't know. What to do: set the menu to **Yes** (see below).

## Set Shipped on eBay and Tracking number on eBay by hand

1. Open the order and go to the **Edit** tab.
2. At the bottom you find the **Shipped on eBay** and **Tracking number on eBay** menus.
3. Set **Yes** if you already entered the item directly on eBay: the message disappears and Droopify stops trying. Set **No** to make Droopify try again, 3 more attempts.
4. Press **Save Changes**.

> **Note**:
>
> Setting **Yes** doesn't send anything to eBay: it only changes what Droopify knows about the order.

## Update Tracking

**Update Tracking**, at the bottom of the order panel, only appears if the order is connected to a supplier order. With **Monitored** it reads the order at the supplier again and resets the attempts: if eBay doesn't have the shipment or the number yet, Droopify sends them again right away.

If no cause matches, write to support with the eBay order number and the exact text of the message.