Unable to turn in "Lost Mail"

I picked up the lost mail item from the auction house and got the initial quest. I then tried following the instructions to turn in via the Blizzard quest tracker. I went to the underbelly in Dalaran but the initial sequence did not play. I then followed instructions to phase my self to legions and reset my UI. The initial turnin sequence now plays; however, the question mark does not appear over Madam Goya. The mark does appear on the Blizzard Map and minimap. Help please and thank you.

I have save problem with my lv.20 character。
then i switch lv.80 character can turn in this quest