wrong postage label

[moscratch]

I sold an item but it is bigger than the label says. I am not able to void the label (no option under orders, postage label) or select a new one.  The buyer has paid for it but I am not sure what to do - if I pay for separate postage, there is no option for me to mark dispatched or to track through ebay so my funds will not be released. Help!

[**peaseblossom**]

If you buy another label you'd have to pay for it yourself and contact ebay to change the tracking number.     Best to cancel transaction (refund will be issued) and relist with correct postage for the buyer to buy again.  Click on the dropdown menu arrow alongside the item on your orders page and select Cancel order > Buyer asked to cancel (after discussing with buyer).

[tressygirl · Accepted solution]

If you have changed the label therefore have another tracking number,  if you cannot manually change the tracking number,  use a laptop / PC and use Chrome,  try from there.

If not possible,  contact eBay Customer Service, they will change those details for you.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@moscratch