Postage refund and tracking issue

[rendez2002]

Hi all, used the eBay system today where the buyer could select the postage option. Took it to the post office and surprise surprise, it didn't cover the cost! 

So... how do I get a refund on that label as I had to buy a new one? Any help I can find says go to sell, postage labels but I can't see anything?

Also, the new tracking number works fine on RM but eBay won't accept it. Is that because you can't alter the tracking if the buyer purchased through eBay?

[tressygirl]

Using a laptop / Pc and Chrome if you cannot manually change / edit that tracking number,  then contact eBay Customer Services they'll change it for you.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open 8 a.m. - 10 p.m. on weekdays

9 a.m. - 6 p.m. on weekends.

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

You can receive a refund for the unused postage label,  but may need to wait 24 hours for it to appear,  before being able to cancel it.

Find your label with this link . https://www.ebay.co.uk/ship/lmng/labels-history/seller-hub and to the left of the sales record there is a drop down menu under 'Actions' click on that , then click on 'Void Label'.

The refund will take between 5 - 21 days to process.

@rendez2002 

[**peaseblossom**]

Simple Delivery labels cannot be cancelled without cancelling the whole transaction but it's worth asking ebay if they will refund the cost.   You also need to ask them to change the tracking number for the item.  You can use callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[61stephenuk]

Do let us know if eBay refund you or not as I can't see how they can refund a seller when the buyer pays eBay for the postage with simple delivery.

I wouldn't be surprised if eBay refund the buyer if the label isn't used

[rendez2002]

Called eBay. They said I should get a refund in 14 days for the label as it's not been used. Also, they can't change the tracking manually so the item won't show as delivered. So again, I'll now need to wait 14 days to get paid! Not impressed one bit with the process.

[dch2112011]

Can you not add the second tracking number manually - both will show but the second tracking number takes precedent - this is so that replacements can be sent tracked in the system 

[rendez2002]

Thanks! I've gone ahead and done that. I assumed it would only work via the first/eBay generated one. 

[dch2112011]

Just to clarify with the labels purchased on your behalf by the buyer, when a label purchased by the buyer is not used it is automatically cancelled but I am pretty sure the refund goes to the buyer  which means that the label you purchased to correct the weight remains at your cost.

Be very careful to select the correct size and weight when setting up for simple delivery.

The only solution at this stage is to ask the customer to pay the funds when refunded to you but to be honest this is only going to confuse and aggrevate the customer  who will be unaware of the mistake in shipping - maybe they will be a little confused with the tracking change but will probably assume the wrong tracking number was originally posted and will see the new tracking move through the system and think no more of it.

Check to see if I am correct but I am pretty certain this is how it works

[1902elder]

Just proves what many of us are thinking, simple postage is anything but simple, while you still can, better to choose and pay yourself. less likely to be a problem.

[rendez2002]

Thank you. I'm not too bothered about the postage cost really. As you say, probably my mistake when I set the listing up. Wasn't aware you could set the size of the item. First time I've ever done it this way. 

More concerned about they funds not being released for 14 days so hopefully the second tracking number will fix that issue! We will see tomorrow after delivery. 

[dch2112011]

You may have to contact CS to prompt them  but there should be no reason why the funds should not be released in line with the confirmed delivery.

I don't think there will be any problems with the second tracking number added.  

[rendez2002]

Sigh. Item was delivered but postie didn't mark it as delivered. So guess I'll be waiting 14 days anyway for payment. What a fantastic new system this is!

[dch2112011]

Have you checked the RM trck and trace website ?  If showing delivered contact CS and ask them to check their end - if they confirm delivered then they should override the hold

[rendez2002]

It just says ready for delivery which it has said for 2 days now. Checked with the buyer and he received yesterday morning. So clearly not scanned!

[dch2112011]

It's just not your day ! 

You have done everything you possibly can to rectify the mistake but take a look at what ebay say in this circumstance - it looks like part of the enhanced protection covers the extra cost if ebay estimated the package size and weight and got it wrong.  

What this means is let ebay estimate your item size - they take full responsibility with no extra cost to you or the buyer !  - Simple delivery gets better the more you understand how it works !

Seemingly the post office did not understand either - next time pop it into the post box / sack.

It is worth reading through the Q&A on this page Simple Delivery 

'If your parcel exceeds the maximum size and weight of the label, and you listed using our recommended size and weight for your item, you won't have to pay any additional costs. Just go ahead and use the Simple Delivery postage label, as we’ve made sure the carrier will accept your package for delivery.

If you provided the size and weight of the item yourself, and these happen to be inaccurate, you’ll be responsible for covering any additional costs.'

[rendez2002]

That's really interesting. I wonder if it would have made a difference though as the lady at the post office refused to accept it despite me trying a few different tactics!

[dch2112011]

Pop it into the post box or postal sack inside the post office - it seems that it has not filtered through to the local post office yet ! 

ebay as usual do not shout about all the benifits for members when they introduce a new system - I can only think to keep their costs down - it happens every time, you have to read through all of their publications to find it - but the more you find out the better the protection becomes - a little late for you unfortunately especially as you did the decent thing and made sure your customer received excellent service.

The least ebay could do is release your funds !

[dch2112011]

A bit of a long shot but maybe a call to CS  Ireland and explain that the post office refused to accept the Simple Delivery label estimated and generated by ebay because it was overweight / size.

This under the terms of simple delivery was guaranteed by ebay to be accepted by the carrier and that ebay would not charge the seller any extra.

In the interests of the buyer you purchased a new label and the package was delivered evidenced by message / feedback ?  

In this instance would ebay cover the cost of the new label and release your funds .

A long shot maybe but if you are bored worth a try !