Wrong postage selected by buyer

[got_kids-123]

Hello

I have a buyer who has selected Royal Mail tracked large letter. The item is larger than this but I did not notice until I printed the label. What can I do? I have messaged the buyer and he says I need to amend my end, but I cannot do this as the label has already been printed.

Thank you!

[papso22]

Are you saying the buyer chose something you didn't put on the listing?

You can cancel unused labels. 

[plum993]

As long as the label hasn't been used you can void it and create a new one, 

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.

[got_kids-123]

I didn't choose any postage options - I used this new ebay thing that selects it for you. I've not used this before. But on the label it says Buyer selected Royal Mail Tracked but it's larger than a large letter!

I cannot see that I can cancel it once printed as when you print the label it automatically changes to dispatched. I am totally confused!

[papso22 · Accepted solution]

If you use Simple Delivery then you need to make sure that the final packed parcel size and weight are correct on the listing.

[got_kids-123]

Hi there. It doesn't give me this option as the label has already been printed. I can print another label but it will be the same one!?

[got_kids-123]

I definitely selected the correct size and weight but it is not reflected on the options the buyer has chosen. I am not sure what I can do now. Assume I'll need to cancel? The buyer has selected payment on delivery.

[**peaseblossom**]

It might be simpler to cancel the whole transaction (a refund will be issued in the process) and relist disabling "simple" delvery ( look for the postage options icon on the right of the postage section), for the buyer to buy and pay again.

[plum993]

Lets see what ebay say about not being able to cancel the label for simple delivery as this is a new change ebay have made marco@ebay  dave@ebay kat@ebay 

[**peaseblossom**]

Good idea, @plum993   We can expect a lot more of these sort of questions in the near future.   😞

[plum993]

Simple delivery is very confusing:

Quote:

• Once the label is created you can reprint it if you need to, but you can only use a Simple Delivery label once

If you decide not to use your Simple Delivery label, you don't need to void the unused label.

So what do you do then,do you use your own label or cancel the transaction and start again?

Ditto this post for a reply from the ebay team 

[kat@ebay]

Hi @plum993 ,

In this situation they need to cancel the transaction. The labels cannot be cancelled or voided with simple delivery. If orders are not cancelled and go ahead with a different label other than the simple delivery one it does get refunded.

The labels provided are based on the measurements of the item listed so it should be providing the correct label. 

Thank you,

Kat

[plum993]

Thank you kat@ebay 

It would seem you need to double check the postage criteria with simple delivery then 

[kat@ebay]

Hi @plum993 ,

Yes sellers can double check to see its correct. If it is the case the labels provided are wrong based on the measurements we can feed that back to the shipping team for review.

Thank you,

Kat

[got_kids-123]

Thanks all that is really helpful 😀 I really appreciate everyone's comments!