Prepaid label incorrect for weight help.

Question

I've just sold an item which has been listed for over a year. The buyer paid postage, but when I checked the details for Royal Mail standard tracked delivery the weight is up to 2kg. My parcel is 6.5kg which is obviously above the stated service weight. I have downloaded the label & tried to cancel it so I can purchase a new label for the correct weight, but it won't let me. What do I do? Do I attach the label & pay the difference (which i am happy to do), or does it not matter...

**peaseblossom** · Accepted Answer

You can't change it or pay the difference.     The best thing is to 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 entire postage yourself but you cannot change the tracking number, only message it to the buyer.