Can’t generate prepaid postage label. HELP!

[iandjarrold1978]

When I click the "Get Postage Label" to generate a label or QR code the below red box error shows;

"It was not possible to generate the label. Something is wrong. Please try again later."

Can somebody at eBay resolve this please? 

[iandjarrold1978]

I can find the buyer’s address but if I send it myself without using the prepaid labels, eBay will not register delivery and that means I won’t get paid.

How can I resolve this? 

[**peaseblossom** · Accepted solution]

It's a Royal Mail issue.   I would hang on and hope they resolve it.   If you send it yourself you will have to pay the extra postage.    Without tracking you would get paid after 14 days.

[iandjarrold1978]

Thanks for the reply - I appreciate it! But what’s strange is that I seem to be able to buy postage on the Royal Mail App. Is it definitely a Royal Mail issue? 

[iv211]

I have the same issue. Waiting until Monday now, and then will need to call eBay. Never happened before. They have removed the option to "mark as dispatched" now too, so essentially unable to post until service resumes.

[iandjarrold1978]

So frustrating. What is the uk phone number for eBay please? 

[tressygirl]

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@iandjarrold1978 wrote:

Thanks for the reply - I appreciate it! But what’s strange is that I seem to be able to buy postage on the Royal Mail App. Is it definitely a Royal Mail issue? 

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No need to contact eBay Customer Services nothing they can do.

Perhaps this can explain the situation a little better :

Someone has just posted this helpful information see below,  perhaps this is the reason why you and so many others are in the same predicament?

The business Click and Drop website is down since sometime last night. I assume this is related and eBay's RM labels are generated from the same domain.

RM Click and Drop business domain is different to the retail site. The retail site is still working.

I assume eBay gets their labels generated via the business domain.

RM own C+D service checker claims the site is working correctly, but the website page shows it as down.

Royal Mail have also issued this statement:

We’re experiencing technical issues across some of our systems due to a global IT issue.

@iandjarrold1978 

[tressygirl]

No need to contact eBay it's an RM issue,  please see my fuller answer to your post,  above.

@iandjarrold1978 

[knittingelsie]

same prob for me too.  Not inclined to pay for the postage myself when buyers have prepaid. I've messaged the buyers to explain that it seems to be a system "issue" and apologise.  B*****y annoying as its inconvenient for me to drop off on next week.....

[deals4u_uk]

Issues at Royal Mail are now resolved.

I'm able to print labels again.

Go Go Go..!

[lauwailap]

It's now working as of 1pm 19th July 2025

[wheretheloveb]

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@lauwailap wrote:

It's now working as of 1pm 19th July 2025

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It's 19th Aug now and I'm still getting the red box saying ebay cant generate RM labels.....

Can somebody at ebay please come in here and let us know whats going on ?

The RM click and drop site is working fine

[jag-50]

I'm the same. The prepaid postage label tab doesn't work. It doesn't light up. It says there are invalid fields in my address which is not true. So I have to pay postage myself which means eBay have stolen the money.

[puma7777-77]

Hello i have the same problem now and has yours been fixed? Any advise. My one is in error since Thursday 

thank you 

[tressygirl]

The original poster's issue was fixed,  as the post was made in July , and this was a Royal Mail technical issue, since fixed.

If you are having an issue with the postage label today, this is something different.

Which device or browser are you using.  The app has had an update, but if using this or the mobile browser,  switch if you can to a desktop browser,  and use Chrome,  that seems to work well with eBay.  Try from there.

If it's still a problem,  use over the counter tracked postage at your Post Office, enter the new tracking manually and whoever paid for the SD label will be refund in due time !  See below how to manage this:

You can manually update the tracking,  and use a laptop / PC for this.  Chrome works well too.

• Go to "Orders Paid & Dispatched"
• Click on "View order details"
• Within the "Postage" section there's a small dropdown arrow next to "Track Package" - click on that.
• Click on the "Add tracking" option
• A box will come up with the current tracking number . Delete that and replace it with your trackin

For the unused Simple Delivery label:

• If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days

• If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form for the label that wasn’t used. Make sure to send your request within 14 days of your item selling.  Also ensure you add the replacement tracking number of the service used, and it shows delivery.

@puma7777-77 

[puma7777-77]

Thank you Tressygirl for being helpful. Unfortunate I have option to change tracking but very informative on how I can request for refund on stamps. All the best 

[tressygirl]

You're welcome,  but you ask refund on stamps? 

If you used your own stamps then you cannot receive a refund on this. If you opened Simple Delivery labels ( postage)  and did not use them,  then see my answer above as to how to start a refund for those, and the refund goes back to whoever paid for the SD label.  buyer or seller.

@puma7777-77