Insufficient Postage from Seller

Question

Hello, I sold an item with free postage and used Standard Tracked Delivery, purchasing the postage label through eBay. Unfortunately, the item has not been delivered and appears to be held somewhere. Royal Mail told me the reason is “insufficient postage,” but I can’t find any way to pay the outstanding amount on either eBay or Royal Mail. Does anyone know how to resolve this situation? Thanks in advance

papso22 · Accepted Answer

The buyer should have received a red card telling them there is a payment due. You can't pay it for them but you can pay them back by doing a partial refund.

zabbitz · Answer

Thank you papso22. The buyer didn’t receive a red card, and the parcel finally arrived a week late. I don’t know why the RM customer service hotline said there was insufficient postage 😑