Ebay SD has charged the wrong postage, what do I do?

[bluebladewing]

I listed an item before the SD system came in. As it's a long parcel (78cm x 34cm x 4cm) I chose an appropriate postal service for it's larger size. The item has now sold but the SD system has changed my postage and charged the small parcel fee which only allows parcel length up to 45cm.

What do I do? I don't want to use the SD small parcel label as I know the parcel will get slapped with a big 'incorrect' postage charge on it. And trying to research for an answer, it seems if you don't use the SD label, the postage cost gets refunded so I can't buy the correct postage elsewhere as i'll completely out of pocket on the whole postage (postage would be £11, the item sold for £10 so i'd be spending more on postage than i made from the sale of the item).

[**peaseblossom**]

It's best to  cancel/refund the transaction with the buyer's agreement (via the dropdown actions menu arrow for the item on your orders list) and relist with correct postage for the buyer to buy and pay again. 

[style_wise]

eBay says EVRI should accept the incorrect label in this instance - where SD conversion led to the wrong size - but as you say this doesn't always happen in practice. You could ask for a callback in the morning to see if eBay will do more to fulfil their promise:

https://www.ebay.co.uk/help/eua?id=5275

Or if they will pay the extra postage as a courtesy, since it was their mistake.

[bluebladewing]

Hi, thank you for the help! I think cancelling is going to be the only option as I can't see anyway of fixing the issue. I hate messing a buyer about but i've offered them a discount if they want to re-buy (and if I can get it to re-list with correct postage).

[bluebladewing]

Thank you for the suggestion. As Royal Mail has no chill I don't want to risk sending it with an obviously wrong postal service. It looks like the postal service may have to be a non RM or Evri service anyway so think i'll go the advice of cancelling the order.

Also, thanks for the link for the customer service phone line, I was having trouble finding it!