Postage label doesn’t cover item being sent

[springtime8095]

I have sold an item and printed pre paid label. At the post office they won’t accept because the label says it’s a large letter but post office says it’s a small parcel  ! They can’t upgrade delivery because it’s pre paid. Can’t find anything on eBay to change the label and upgrade to small parcel . Happy to pay additional costs although don’t know if this was my mistake or buyers. Appreciate some advice quickly 

[**peaseblossom**]

You could 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.

Or buy and pay for the correct postage yourself.   To mark dispatched and get the buyer's address you still need to generate the original prepaid label (it will remain unused).  

Then add the new tracking via View Order Details > Postage > Track Package > dropdown arrow > Add Tracking.   That needs to be done on a desktop browser.

[jckl1957]

If you bought the label from Ebay, you should cancel it and get a refund.

You set the postage on the most recently sold item - it doesn't seem to be Simple Delivery.

I would take it back to the Post Office and buy a label there.

[springtime8095]

That’s helpful. EBay won’t let me cancel the postage label and I am concerned if I buy my own postage from the post office via royal mail eBay will think my item on original pre paid label hasn’t been sent and won’t release the funds 

[jckl1957]

If it wasn't SD, you should be able to cancel it.

@**peaseblossom**  has told you how to change the tracking.

How to cancel a postage label

Labels purchased on the eBay labels platform need to be used within 14 calendar days. If unused, make sure to void the label within 14 calendar days to get a refund.

Here's how to void a postage label in My eBay or Seller Hub:

1. Select Selling in My eBay, or select Orders on the Seller Hub Overview page.
2. Select Postage Labels on the left-hand side.
3. Select Actions next to the label you'd like to void, and select Void Label.

If your item was listed with Simple Delivery, you won't need to void any unused label. If you didn't use the Simple Delivery label provided, you or your buyer will be refunded the cost of the label, depending on who paid for postage. If you offered free postage but didn't use the prepaid label, go to our Simple Delivery article for more information on how to request a refund for the unused label.

[springtime8095]

Thank you. Will eBay still acknowledge item has been sent if original prepaid label hasn’t been shipped ?

[**peaseblossom**]

If you open the prepaid label that will mark the item as dispatched.