How do I refund postage when 'buyer pays'?

[geomusic]

A buyer ordered two different items for me, one was 'simple delivery' and the other was outside of it due to size. We've agreed with the buyer I should ship the smaller item within the larger package, hence one postage.

As with eBay's simple delivery I didn't receive the funds for the postage, what steps can I follow in order for the buyer to get a refund for the unused Royal Mail label?

Thank you! 

[**peaseblossom**]

Buyers get refunds for unused SD labels automatically after 30 days.      

To mark the item as dispatched you should open the original SD label.   It will remain unused.   Then add the new tracking number via View Order Details > Postage > Track Package > dropdown arrow > Add Tracking.   That has to be done on a desktop browser. 

[geomusic]

Thank you! Do you mind directing me to where I could find that info on eBay so I can show that to the buyer?

[geomusic]

Also eBay won't allow me to 'Marked as dispatched' the item whose label I won't be using, so I can't add the tracking number for the combined postage...That's so wrong as I'll send an item that according to their system wouldn't have been officially sent. There's definitely a few black spots with this new 'simple delivery' method.

[**peaseblossom**]

Have you opened the unused label?  That should mark the item as dispatched.   Then you can change the tracking.

[geomusic]

I didn't click on the get prepaid label button, as i'm not going to use it, it seems counterintuitive to do that. 

[61stephenuk]

You have to click the 'get label' then eBay marks the item as despatched and you can add the new tracking number

[**peaseblossom**]

It's not used until it's scanned at the post office.

[geomusic]

It won't let me mark as dispatched, or add tracking number. It says 'The selected order(s) aren't eligible for this action.'

I've tried several times, now the system will expect me to post it. I I just leave it like that I'm afraid it will show as item not dispatched and I might even get a fault on my account.

[**peaseblossom**]

Did you open the label?

[brainuk · Accepted solution]

Hi. This will sound odd but I guarantee it is correct. Open up the prepaid label. It's already paid for so open it anyway. Print it if you like. DON'T USE IT. This then allows you to go to View Order Details. Go to Tracking and then you can ADD ADDITIONAL TRACKING. If you paid for the postage, you need to request a refund. If the buyer paid for the postage, then he/she WILL get a refund in about 30 days. IT WORKS.

[geomusic]

Right. I found it. Thanks for that!. They sure made it hard to figure out. I was about to give up, all day dealing with this nonsense, so thanks to all who responded.