Buyer tried to cancel order as put wrong address

[dav_298490]

A buyer tried to cancel an order as they put the wrong address however I accidentally generated the shipping label. Now eBay won’t let me regenerate a new shipping label with correct address as it says I’ve already sent it (even though I haven’t!) and it also won’t let me cancel the order for buyer to re-order it as it is says ‘cancellation has already been requested’ 

[str11p]

"cancellation has already been requested" sounds like there is a cancellation you can agree with or decline - can you see it on the order page? Or received an email about such?

[If you agree with it, I think you will lose any fees paid to upgrade the listing e.g. if you used a reserve price, second category etc. You would probably also lose any fees if you paid to promote the item, I rarely promote, so am not an expert. (and if you are fairly sure the buyer is going to buy it next time, I suggest relisting without any extras).]

[dav_298490]

Thank you so much for the response unfortunately it won’t let me accept the cancellation ,  or void the label , so I can’t get a new label with the new correct address 

I wish I could just have a number for eBay for them to manually change it for me somehow 

[str11p]

You can try customer services  - see Message 3 https://community.ebay.co.uk/t5/Member-To-Member-Support/Unable-to-call-customer-support-for-help-wi...

[marco@ebay]

Hi dav_298490, thanks for your post.

I'm afraid that we are unable to accept, decline, or change cancellation request. Only the account holder can do this, even if they ask us to do it. 

If you are unable to cancel the order, you can either keep the item and go to the order details and manually refund the item from there. Or you can send the item as usual, and then the buyer could start a returns process. However, I think it'd be easier and quicker for both parties to keep the item and manually refund it from the order details.

Thank you,

Marco