Hi everyone,
I’m reaching out to the community for advice and support after spending hours trying to resolve an issue with eBay Customer Service regarding shipping and order management. Despite multiple calls and a lengthy live chat, I’m still stuck with no solution in sight. Here's a breakdown of what I’ve experienced:
1. Problem with Prepaid Label on a Shipped Order
Order number: 20-13249-77745
I was instructed over the phone to generate a prepaid label, even though I always use my own courier.
As a result, the order is now stuck in “Awaiting dispatch”, and I can’t add my own tracking number.
The system won’t let me cancel the prepaid label either – it says:"This postage label can't be cancelled."
Since I’ve already shipped the item independently, I just want to mark it as dispatched and add tracking — but the system won’t allow it.
2. Listing Settings Not Suitable for My Item
Item number: 396798018176
The item’s actual size is 130x100cm, but it’s still listed with "Simple delivery" enabled, which only allows parcels up to 61x46x46cm.
I’ve asked eBay to remove “Simple delivery” from this listing and all future listings of this item (I still have 4 left), because it's incompatible with my product.
I’m unable to change this setting myself — and eBay support hasn't taken action.
3. Repetitive and Unhelpful Support Experience
I’ve spoken to 3 different advisors and called eBay twice (each call lasting about an hour).
I’ve been given circular instructions (e.g., “Download the QR code,” “Click on Get prepaid label,” etc.) that do not resolve my issue.
I’ve clearly explained that I don’t need a prepaid label — I just need to add my own tracking and have the listing updated to reflect appropriate delivery settings.
I’ve sent a screenshot to the requested eBay support portal, but I’m still waiting for resolution.
My Ask to eBay (and fellow sellers):
Allow me to mark the shipped item as dispatched and add my tracking.
Fix the delivery option for my listing so “Simple delivery” isn’t applied to an item that exceeds size limits.
Stop sending me in loops — I need someone to take direct action on this.
Has anyone faced something similar? Any tips on how to escalate this or get a real solution? I’d appreciate any advice — I’ve already lost several hours on this.
