Pre Paid Postage issue - Not using it this time, but cannot "Mark as Dispatched"

[mettauk]

A buyer has purchased two separate items.  First one, the buyer has paid for postage through eBay,  2nd Item is postage free, eBay is charging me,  £3.40 ish but I'm not using it. 

Ive asked for a refund, but there seems to be no way of marking the item as dispatched?

(1st and 2nd items have been posted together via Tracked Royal Mail).

[tressygirl]

You need to add the tracking manually this way,  and perhaps use a laptop / PC , Chrome works well with eBay.

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 for ' live agents' 8 a.m. - 10 p.m. on weekdays

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

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@mettauk 

[mettauk]

"You need to add the tracking manually this way,  and perhaps use a laptop / PC , Chrome works well with eBay."

How is "This way"?

I will contact eBay chat support 

[tressygirl]

Oh I am SO  sorry,  didn't actually show you how to do this!  🙄

Here it is to update tracking,  this then shows the item is dispatched:

• Go to "Orders Paid & Dispatched"
• Click on "View order details"
• Within the "Postage" section there's a small dropdown arrow next to "Track Package" - click on that.
• Click on the "Add tracking" option
• A box will come up with the current tracking number . Delete that and replace it with your tracking.

Use a laptop / PC to do this,  Chrome works well,  too.

Sorry for missing that essential bit of info !

@mettauk 

[mettauk]

Thanks for the tip, however it does not show up, perhaps because I have not downloaded/evoked the eBay postage, even though it shows as a deduction on sale fees.

[61stephenuk]

You have to download both labels to be able to change the tracking,make sure to change it on the one you are paying for(free postage) then claim a refund within 14 days of sale

https://www.ebay.co.uk/claims/simple-delivery/refund/seller