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HELP NEEDED RE SIZE & WEIGHT OF PARCEL NOT ACCEPTED BY ROYAL MAIL
I sold an item and the postage was £2.72. The parcel was not accepted at Royal Mail as the item did not fit as a Large letter and the weight said 100 grams but it weighed more than that. I have no idea what to do. Cannot find a contact number to speak to Ebay. Anybody have their phone number.
2 comments
tressygirl
·3 months agoYou don't need to contact eBay CS, and you have two options as to how to move forward.
You either cancel the order with the buyer's permission and then relist with the correct postage label, for the buyer to buy and pay again. Cancel citing ' Buyer Requests to Cancel', this then refunds the buyer and your seller performance is not affected.
Or, buy over the counter correct postage, but you cannot now add any new tracking, eBay suggest sending the buyer a message with those tracking details. If a case is opened later for item not received, you will be able to add those tracking details.
A refund is sent to whoever paid for the SD label:
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 for the label that wasn’t used. Make sure to send your request within 14 days of your item selling.
With no tracking your payout here, will be held for a minimum of 14 days.
@ahelsam
**peaseblossom**
·3 months agoYou may be able to change size and/or weight. Click on Get Prepaid Label and under the heading Package details click on the pencil icon and you should get: "No extra charge. Changing your package size won’t cost you anything." Then use the dropdown menu to change dimension or weight.
If that's not possible you could cancel/refund the transaction with the buyer's agreement (via the dropdown menu arrow for the item on your orders list) and relist with correct postage for the buyer to buy and pay again.
The alternative would be to buy and pay for the correct postage yourself. You cannot add a new tracking number. All you can do is message the buyer with the new tracking details. You would still be able to add the new number to a "Not received" case if the buyer opened one though.