Unused label refund issue

[hepburn1998]

So eBay automatically generated a postage label for an order I had to cancel (as a seller). 

When I called eBay I was told I would have to wait 30 days and my postage money would be refunded to me. This didn't happen. So on calling back after this time. I've now been told I should have generated a postage label refund myself within 14 days. Obviously that time has passed and now eBay will not help or or even care. Making out it isn't their fault. 

[**peaseblossom**]

If you had postage stated on the listing that means buyer pays for it and they are automatically refunded for unused labels in 30 days.

If you had free postage on your listing that means you pay for the label and have to cancel it within 14 days - here:
https://www.ebay.co.uk/claims/simple-delivery/refund/seller

But if you cancelled the transaction I would have thought the postage would be refunded anyway so maybe contact ebay again and get them to clarify that.

[hepburn1998]

I am the seller and I understand all this now. But at the time, I was given
the wrong advise over the phone. They just keep re-iterating that postage
label refunds need to be actioned within 14 days. Not what I was told
initially and not helpful in this instance. I didn't want a label to be
automatically generated in the first place and now cannot get the funds back

[tressygirl]

 @hepburn1998 wrote:    They just keep re-iterating that postage
label refunds need to be actioned within 14 days.

CS were correct.

For a seller you have to action the postage refund within 14 days.

For a buyer paying for the label,  and the label is not used,  it's done automatically.

In both instances now,  the refunds take 30 days to appear back in payment source.

@hepburn1998