i sold an item and the buyer paid through e bay and collected the item i can't remove the item

[adventure950]

Help please i sold an item, the buyer paid and then collected the item, he had also paid for postage  however when he collected the item from me i refunded him the postage. the item funds have been released but i can't get the item off my listing, i haven't received the postage charges  - e bay has kept them even though i didn't use the postage label. 

can i get the postage cost back and how do i remove the item now listed as late for posting.

thanks for any help

[tressygirl]

Even though the item was collected you mark the item as dispatched , eBay's wording for a collected item this way:

You need to finalise the transaction now only on the Seller Hub here:

https://www.ebay.co.uk/sh/ovw

Go to Orders >> Awaiting Postage, click on the item then top left on View Order Details.

Far right from More Action drop down menu click on ' Mark as Dispatched' .

How did you refund the postage, if by cash when the buyer collected the item, the original postage cost listed would have been paid for together with the item price.  Unless,  you sent a revised invoice deducting the postage for the buyer to pay?  

@adventure950 

[adventure950]

Hi Tressygirl thanks for the advice - sadly it does not give me the option
to say item posted as I pre paid for a postage label and the buyer paid for
postage then decided to call by and collect the item. I refunded him the
postage and never activated the postage label the system won't accept that
the items been collected dispatched or anything else.
Thanks for the advice in any case.

[tressygirl]

Aaah, thank you for that extra information I didn't realise postage was paid through eBay and then the label not used.

You can receive a refund for the unused label here, but you may need to wait 24 hours for it to appear.

Find your label with this link . https://www.ebay.co.uk/ship/lmng/labels-history/seller-hub and to the left of the sales record there is a drop down menu under 'Actions' click on that , then click on 'Void Label'.

The refund will take between 5 - 21 days to process.

As the initial postage was purchased through eBay this marks the item as dispatched automatically.

@adventure950 

[adventure950]

Thanks very much for that information, sadly the void label bit isn't
coming up so as the item is now archived i will take the loss this time and
learn for the next time.
Much appreciated for all your help and advice though.
Kind regards jake

[tressygirl]

You're very welcome !

@adventure950