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Parcel is too big and buyer already paid
Summary: jwhisky sold an item on eBay using their recommended delivery system, but the parcel is slightly larger than allowed by Royal Mail's medium parcel limit. They tried contacting the buyer to resolve the issue by arranging a new transaction, but the buyer contacted eBay directly. jwhisky is experiencing difficulty communicating with eBay as they only encountered an AI bot and no phone support, and they are unsure of the next steps.
I sold an item using eBay's "Simple" Delivery system, where it selects a recommended parcel size - the buyer has paid, but I've just boxed up the item and it is slightly larger than royal mail's medium parcel limit. I have tried contacting the buyer direct to offer a refund and then redo the transaction using a courier that covers the correct parcel size, without having to pay a surcharge (for an oversized parcel for Royal Mail), however they reached out to eBay directly, so I'm not sure what happens next. I have tried contacting eBay help, but all you get on the chat function is an AI bot and there doesn't seem to be a phone helpline anymore.
**peaseblossom**
MentorJul 20, 2026 at 3:10 PMYou should still be able to use the original Simple Delivery label. I'm not sure what information the buyer is going to get by contacting ebay.