Incorrect Postage Labels being Automatically Generated - No Resolution

[emmapshel]

I've just had a very frustrating chat conversation with Armando on ebay chat.

I generated a postage label for a sold item, got the post office and was told it was wrong as states 'large letter' instead of 'small parcel'.

Armando said it must be on my listing incorrectly. I said no, the listing states very clearly the accurate dimensions and weight. Then he said I need to contact Royal Mail. I asked why this happened? He said the byuer was able to choose 'large letter' thereby automatically generating the label which is clearly a massive flaw in the functionality!  I cannot cancel the label and I cannot post the item. Yet ebay won't do anything to rectify the situation? Armando actually cut me off the chat leaving me with no resolution.

Anyone else had this situation?

[tressygirl]

Wonder if this is a temporary site glitch , as another member has reported this  this morning,  too.

Looks like you'll need to void that label for a refund, and perhaps best here, ,  to take the item to the Post Office and buy over the counter postage.

If you do this you'll then need to manually mark the item as dispatched, and add any tracking number,  and this to be done now only,  on the Seller Hub.

For your label refund,  you may need to wait 24 hours for it to appear,  find your label with this link . https://www.ebay.co.uk/ship/lmng/labels-history/seller-hub and to the left of the sales record there is a drop down menu under 'Actions' click on that , then click on 'Void Label'.

The refund will take between 5 - 21 days to process.

@emmapshel 

[emmapshel]

Hi! Thanks so much for the reply.

However when I click on that link I click cancel label and get the message 'this label cannot be cancelled' so I am stuck

[tressygirl]

Is the label actually showing,  have 24 hours passed ?

Or, did they actually scan the label at the Post Office?  If they did, you may need to contact eBay Customer Services as it looks like that label was used and any tracking on it has been added,  so both have to be corrected.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

 https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@emmapshel 

[john1297576]

I would guess that once scanned at post office, before telling you it is the wrong label, it is considered used. Whether it can be “unscanned” I have no idea.

In my opinion it is a lot safer to make your own decisions on method of postage, and deal with at PO. One thing is certain, if your listing shows wrong postage as an option, buyers will always go for the cheapest, even if it is inappropriate.

One thing you should check on is what cover your postage provides, as I see you quote £2.78, which does not really say what it is for, letter, large letter or parcel, and standard signed for only covers items up to £20

[emmapshel]

Thanks both for the updates.

Yes, the label was scanned at the PO. And when I was on the chat function there was no offer to cancel the label as I alluded to above - Armando abruptly ended the chat telling me I had to contact Royal Mail.

Regarding my listing - that is the issue. The dimensions were listed correctly so there is a bug in the functionality that allows the buyer to purchase a label that is incorrect - seems bonkers to me and a massive flaw in that service

I guess this means now I can no longer use the new 'ebay delivery service' to auto-generate labels!

Should i attempt to contact customer services again but request specifically a 'void label' ?