buyer selected a pre-paid postage label from ebay, then cancelled the order

[sg_merch]

Hi,

I offered free delivery on an item, the buyer selected a prepaid eBay postage label which didn't cover the weight of the item with packaging (£2.94). I was charged for that label since I offered free delivery. 

The buyer didn't know how to cancel the label so  she cancelled the entire order, I processed full refund, but I was still charged £2.94 for that label even though it was never used or printed. I did message the buyer to cancel the label on her account, she didn't reply at all. The buyer was mainly concerned with her refund so I have no hopes of a reply.

The label belongs to the buyer’s account, so I can’t cancel or refund it myself.  I have checked under my postage labels, it doesn't appear at all.  

What can i do now? I basically lost money on an order that wasn't dispatched at all. Thanks

[**peaseblossom**]

You should be able to cancel it here:
https://www.ebay.co.uk/claims/simple-delivery/refund/seller

[sg_merch]

Thanks 🙂 really appreciate it

[john1297576]

I believe an unused label would automatically be cancelled and refunded to buyer after 30 days.

[sg_merch]

Something similar happened before, I didn’t get a refund for the pre-paid label after waiting 30days. And I read somewhere that refund request must be made within 14days (I could be wrong)