topic Re: How do I refund postage when 'buyer pays' in Postage

How do I refund postage when 'buyer pays'?

geomusic — Fri, 14 Nov 2025 15:03:25 GMT

A buyer ordered two different items for me, one was 'simple delivery' and the other was outside of it due to size. We've agreed with the buyer I should ship the smaller item within the larger package, hence one postage.

As with eBay's simple delivery I didn't receive the funds for the postage, what steps can I follow in order for the buyer to get a refund for the unused Royal Mail label?

Thank you!

Re: How do I refund postage when 'buyer pays'?

**peaseblossom** — Fri, 14 Nov 2025 15:10:31 GMT

Buyers get refunds for unused SD labels automatically after 30 days.

To mark the item as dispatched you should open the original SD label. It will remain unused. Then add the new tracking number via View Order Details > Postage > Track Package > dropdown arrow > Add Tracking. That has to be done on a desktop browser.

Re: How do I refund postage when 'buyer pays'?

geomusic — Fri, 14 Nov 2025 15:26:26 GMT

Thank you! Do you mind directing me to where I could find that info on eBay so I can show that to the buyer?

Re: How do I refund postage when 'buyer pays'?

geomusic — Fri, 14 Nov 2025 19:24:05 GMT

Also eBay won't allow me to 'Marked as dispatched' the item whose label I won't be using, so I can't add the tracking number for the combined postage...That's so wrong as I'll send an item that according to their system wouldn't have been officially sent. There's definitely a few black spots with this new 'simple delivery' method.

Re: How do I refund postage when 'buyer pays'?

**peaseblossom** — Fri, 14 Nov 2025 19:37:18 GMT

Have you opened the unused label? That should mark the item as dispatched. Then you can change the tracking.

Re: How do I refund postage when 'buyer pays'?

geomusic — Fri, 14 Nov 2025 19:42:20 GMT

I didn't click on the get prepaid label button, as i'm not going to use it, it seems counterintuitive to do that.

Re: How do I refund postage when 'buyer pays'?

61stephenuk — Fri, 14 Nov 2025 19:45:30 GMT

You have to click the 'get label' then eBay marks the item as despatched and you can add the new tracking number

Re: How do I refund postage when 'buyer pays'?

**peaseblossom** — Fri, 14 Nov 2025 20:05:42 GMT

It's not used until it's scanned at the post office.

Re: How do I refund postage when 'buyer pays'?

geomusic — Fri, 14 Nov 2025 20:32:04 GMT

It won't let me mark as dispatched, or add tracking number. It says 'The selected order(s) aren't eligible for this action.'

I've tried several times, now the system will expect me to post it. I I just leave it like that I'm afraid it will show as item not dispatched and I might even get a fault on my account.

Re: How do I refund postage when 'buyer pays'?

**peaseblossom** — Fri, 14 Nov 2025 20:42:43 GMT

Did you open the label?

Re: How do I refund postage when 'buyer pays'

brainuk — Fri, 14 Nov 2025 20:57:57 GMT

Hi. This will sound odd but I guarantee it is correct. Open up the prepaid label. It's already paid for so open it anyway. Print it if you like. DON'T USE IT. This then allows you to go to View Order Details. Go to Tracking and then you can ADD ADDITIONAL TRACKING. If you paid for the postage, you need to request a refund. If the buyer paid for the postage, then he/she WILL get a refund in about 30 days. IT WORKS.

Re: How do I refund postage when 'buyer pays'

geomusic — Fri, 14 Nov 2025 22:51:18 GMT

Right. I found it. Thanks for that!. They sure made it hard to figure out. I was about to give up, all day dealing with this nonsense, so thanks to all who responded.

Re: How do I refund postage when 'buyer pays'

crystal-flowers99 — Wed, 28 Jan 2026 10:55:12 GMT

I followed your instructions, and have opened up the prepaid label. I went to tracking but couldn't find where to add Additional tracking as it just gave details of the tracking number with no dropdown option.

Thanks

Re: How do I refund postage when 'buyer pays'

tressygirl — Wed, 28 Jan 2026 10:59:49 GMT

@crystal-flowers99 wrote:

Hi

I followed your instructions, and have opened up the prepaid label. I went to tracking but couldn't find where to add Additional tracking as it just gave details of the tracking number with no dropdown option.

Thanks

You've picked up an old thread, and things have changed since the information above was posted, some of the above information is wrong.

If you do not use the Simple Delivery label but your own, you cannot now add new tracking.

eBay suggest sending the buyer a message with the new tracking details, and should a case later be opened for item not received, you will be able to add those new tracking details.

Your payout will now be held for a minimum of 14 days.

@crystal-flowers99

Re: How do I refund postage when 'buyer pays'

crystal-flowers99 — Wed, 28 Jan 2026 13:49:36 GMT

Thanks for your reply.
I combined postage for 3 items that the buyer purchased and all 3 used
Simple Delivery ( 2 Evri & 1 Royal Mail). I used Royal Mail tracking to
send the 3 items in a single package which was delivered today.
I spoke to an eBay agent this morning which basically was a complete waste
of time and ended up getting cut off. The agent did not call me back.
I then went onto the eBay forum and found an almost identical situation and
based on the solution (back in November last year) and opened the 2 prepaid
Evri labels for processing but did not print them.
My question is simply how does the buyer get refunded for the 2 Evri unused
labels. I need a clear and concise procedure to inform the buyer that they
have to follow to get their postage refunded.
Thanks in advance

Re: How do I refund postage when 'buyer pays'

tressygirl — Wed, 28 Jan 2026 13:53:01 GMT

The refund for unused Simple Delivery labels, go to whoever paid for the labels initially, this way .....

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.

@crystal-flowers99

Re: How do I refund postage when 'buyer pays'

brainuk — Wed, 28 Jan 2026 15:43:36 GMT

If it is Simple Delivery and the buyer paid for the labels and they are NOT used (printed or not), then the buyer will be refunded in 14-30 days. Automatically.

Re: How do I refund postage when 'buyer pays'

crystal-flowers99 — Wed, 28 Jan 2026 16:29:36 GMT

Thanks for the clarification. Will keep in touch with the buyer to see what
happens as they are entitled to 2 refunds.

Re: How do I refund postage when 'buyer pays'

crystal-flowers99 — Wed, 28 Jan 2026 16:29:37 GMT

Thanks for the clarification

Re: How do I refund postage when 'buyer pays'?

kamcarder — Tue, 28 Apr 2026 13:13:25 GMT

Hi - can I tag onto this with another scenario?

I specified a postage price using the ebay 'simple delivery' SD but found out (after the item was sold & paid for) that it was too big to send using SD. I then paid for a different courier to deliver and was ho

ping to offset that cost using the amount the buyer paid.

How can I claim that?