topic Re: Two orders from same customer problem - solved! in Seller Central

Two orders from same customer problem - solved!

selective_distribution — Tue, 03 Feb 2026 08:50:31 GMT

Previously when I would have a buyer order two similar separate items I would package both items in same parcel print out one label, and then use `MARK AS DISPATCHED` to show the other item as dispatched.....this worked fine. Now however eBay have removed to option to `Mark as Dispatched`, so if you are in this situation then the second item is stuck in limbo, and is still showing as `Not dispatched`. Apparently if a buyer buys two items at the same time the the system will combine the orders, and all is fine. If however the buyer purchases two items within a few hours of each other, the system sees this as two separate purchases, and you have a problem. The answer is to reclaim the postage on the second item, and then it will be `MARKED AS DISPATCHED` on the system.

In eBay`s inimitable way they have made this as difficult as possible! So this is what I have found......

Go to `HELP & CONTACT` at the top of your page.

When you see `HOW CAN WE HELP YOU` enter `SIMPLE DELIVERY`.

Click on the top item `SIMPLE DELIVERY`.

Go down the list on the left, and select `RETURNS & REFUNDS FOR UNUSED LABELS`.

Among the text is a BLUE highlighted link `REQUEST A REFUND FOR SIMPLE DELIVERY`.

Enter the order number, and fill in the form.

Press `SUBMIT`.

You will now get a `We are refunding your label` message, and your second item will have been `MARKED AS DISPATCHED`.

It`s really that easy!......This is sarcasm!.

Hope this information is of some use to someone?

Re: Two orders from same customer problem - solved!

*vyolla* — Tue, 03 Feb 2026 09:28:33 GMT

If you download the label provided it will mark the order as dispatched (you won't be able to add your own couriers tracking number, but can use it in the event of an item not received claim), and if you have 'seller pays' for postage and didn't use the Simple Delivery label provided, you can apply for refund for that label (bear in mind that If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days.):

If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form (link below) for the label that wasn’t used. Make sure to send your request within 14 days of your item selling.
https://www.ebay.co.uk/claims/simple-delivery/refund/seller

To process your refund, we'll verify the following:
- The label was paid for by you (you offered free shipping to the buyer).
- The refund request is created within 14 days from the item's sale.
- The label wasn't used within 14 days of the item's sale.
- The package was delivered using a different tracking number.
  If your request meets all these conditions, you'll receive a refund for the shipping cost.

Re: Two orders from same customer problem - solved!

leon842 — Tue, 03 Feb 2026 09:38:15 GMT

Simple delivery is clearly anything but simple

Re: Two orders from same customer problem - solved!

*vyolla* — Tue, 03 Feb 2026 12:31:47 GMT

@leon842 wrote:

Simple delivery is clearly anything but simple

True that! 😀

Re: Two orders from same customer problem - solved!

livehappy2015 — Thu, 28 May 2026 20:18:45 GMT

That's insane and I refuse to do it, I will just send each item in a separate parcel each time until Ebay realise is should be automatic and the system should recognize that the customer has bought two items separately but combine them so that when sellers go to get a label both items are shown and only one label. For a big company Ebay sure now how to mess things up and complicate beyond belief.

Re: Two orders from same customer problem - solved!

tressygirl — Fri, 29 May 2026 05:27:07 GMT

You have joined a thread which is n early 4 months old, and there have been changes / improvements .

If buyers place items in their basket first, then proceed to eBay checkout they will see a combine postage, sellers find placing note explaining this on their listing , helps.

Also, buyers and sellers get a message now, when an item is purchased that they have a 3 hour window to buy other items and postage will be combined at checkout, even if they have already paid for the first item.

This is new, so all members may not be seeing this, hopefully it will be rolled out to everyone soon!

@livehappy2015

Re: Two orders from same customer problem - solved!

livehappy2015 — Fri, 29 May 2026 06:35:15 GMT

Thank you for that information and actually this has just happened to me
now so thank you eBay for sorting this problem out. Better late than never
though 🙄

Re: Two orders from same customer problem - solved!

tressygirl — Fri, 29 May 2026 07:01:44 GMT

These changes are sprung upon us too, it's a learning day, every day, on eBay, for all of us ! 🤗

@livehappy2015

Re: Two orders from same customer problem - solved!

selective_distribution — Fri, 29 May 2026 08:04:29 GMT

Sorry to continue this old thread that I started some time ago, It`s good to know that eBay are actually doing something about this problem. BUT, the buying process can be (and is) confusing, I have lost count of the number of times someone has messaged to say `Can you combine postage?` They are clearly not seeing, or not understanding the process (sellers also do not understand the process, especially when it keeps changing all the time!). The 3 hour window is an idea that will work for most occasions, BUT, the problem is (and always has been) if the buyer purchases another item out of the 3 hour time .....what happens then? We are back to the same problem with trying to combine postage! And absolutely nothing has changed. This is an absolute nightmare for sellers.

Re: Two orders from same customer problem - solved!

vinylscot — Fri, 29 May 2026 08:09:12 GMT

I know this was an old topic, but this "solution" still leaves a seller needing to explain to a buyer why they will need to wait 30 days for their refund. Obviously, buyers think a big company eBay couldn't be so stupid, and must have a better procedure in place, so they don't believe the sellers, and leave negative feedback for what they see is overcharging on postage.

I know there have been some amendments since this thread began, but that problem still remains.