Package too heavy for label

[pipwrite1664]

I bought a simple Evri label from Ebay to deliver the item but could not change the 2kg weight to 10kg. The info on the postage page said that Ebay would deal with it. However, the shop would not accept it and I paid the shop for delivery and did not use the Ebay label. Now, Ebay won't release the funds because they don't think the item has been delivered and won't refund the charge for the unused label. Ebay customer contact can't deal with it! What do I do next?

[underpinned]

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@pipwrite1664 wrote:

Ebay customer contact can't deal with it! 

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What did they say? Surely not "we can't deal with it". 

They'll probably advise you to buy your own label and they'll refund it, or they'll cancel your label and issue you a corrected one.