topic Re: Simple Delivery refund nightmare for unused label in Member To Member Support

Simple Delivery refund nightmare for unused label

melstar22 — Tue, 21 Apr 2026 11:41:50 GMT

I listed a large item with postage cost of £15.00. When it sold I clicked on purchase label so I could get a packing slip, as I have always done with my listings. This always gives the option to change the size and dimension of the parcel. However, this time it automatically purchased the label for £7.10. I contacted eBay chat and informed them the postage was insufficient for the size of parcel, they said I needed to purchase another label outside of eBay, and once the item had been received to send them proof of delivery and I could then have a refund. I purchased another label for £18.00 via Royal Mail. The item was received and feedback given. However, I contacted eBay and three times they have declined my request and informed me the cost of the unpaid label will be returned to the buyer. After many hours wasted on chat and phone calls, I have now been told I have to complete a form and wait for them to decide whether I can have a refund. Has anyone else had problems like this with getting a refund for unused postage label?

Re: Simple Delivery refund nightmare for unused label

tobiasd4 — Tue, 21 Apr 2026 11:55:47 GMT

You can't change tracking on ebay, but message buyer with new info.

If buyer paid postage, they get the refund.

If you paid it, you have to fill in claim form.

Re: Simple Delivery refund nightmare for unused label

melstar22 — Tue, 21 Apr 2026 12:15:41 GMT

So if they refund the buyer, I then have to chase the buyer to return the money to me, otherwise they are getting the item sent for free. Considering I have already purchased another postage label for £18.00 via Royal Mail direct.

Re: Simple Delivery refund nightmare for unused label

tobiasd4 — Tue, 21 Apr 2026 13:27:14 GMT

Buyer pays ebay for postage as you listed.

You can ask buyer for money, but no one can make them pay it.

This is why you have to measure and weigh packed item before listing to choose correct postage.

A lot of sellers get caught out and it costs them money.

1 of the reasons I no longer sell.

Re: Simple Delivery refund nightmare for unused label

melstar22 — Tue, 21 Apr 2026 13:42:56 GMT

I put the postage at £15.00, but when eBay auto relisted they changed it to £7.19. I only clicked on purchase label to get a packing slip, which I have done many times. It usually allows you to change the dimensions, but it didn’t on this occasion.

Re: Simple Delivery refund nightmare for unused label

melstar22 — Tue, 21 Apr 2026 14:08:49 GMT

I generated the £7.19 label and it was unused due to the sizing error, this label and the Royal Mail label bought via their website for £18.00 came out of my funds/paypal. The item was still sent to the buyer and feedback was received. Why did eBay chat tell me I could have a refund, once the item was received. I specifically asked the agent, ‘to be clear I can have a refund once the item is received by the buyer and I send you proof of receipt’. They said yes, that is correct. EBay have since told me I could contact the buyer to get the money refunded from them. I could understand it if the buyer had not received the item, but why refund them the money, yes the buyer did pay the postage, but I, the seller, sent it. What do they expect me to pay the postage with? Peanuts!

Re: Simple Delivery refund nightmare for unused label

melstar22 — Tue, 21 Apr 2026 17:50:59 GMT

If I do not receive the refund for the unused postage label I will take the matter further in consideration of the following:
No, the buyer is not entitled to a refund of the £7.19 postage if they received the item on time, as described, and are happy with the purchase. While you made a mistake on the shipping cost, the contract was for the item to be delivered, which was fulfilled.

You are covering the extra costs of your own error. @ GOV.UK +3

Contract Fulfillment: Because the buyer paid £7.19 and received the item as expected, they have not suffered a financial loss, and the contract is fulfilled.
Voluntary Coverage: As a seller, you are not required to refund the initial shipping fee if the mistake was only regarding the postage cost, provided the buyer pays the original agreed-upon amount.
When a Refund is Needed: A refund of postage is only required if the item was faulty, not as described, or if they returned the item under 14-day cancellation