Something went wrong and we were not able to generate the label

[come_on_buy_it]

Hi, I am trying to purchase royal mail postage through eBay but when I click purchase postage label I get this message "Something went wrong and we were not able to generate the label" is there a problem or am I doing something wrong?

[kat@ebay]

Hi @fl0ralescape ,

Thank you for your post.

The issue can be intermittent . Some users have found refreshing the page or clearing cache and cookies has resolved it so you can try these options.

In the meantime it is currently with the tech team who are working on it to resolve.

Thank you,

Kat

[baldric147]

kat@ebay

It's amazing that this is still ongoing. I'm currently unable to get a label and it just says 'something went wrong'. I don't even have any way of getting the buyer's address, so I can't send via an alternative even if I wanted to.

I've raised to an agent and they just said that IT will 'look into it and let me know'. What am I meant to do in the meantime?

It looks like this is a known issue that has been ongoing for months now and still no proper resolution. eBay is basically unusable for sellers if you don't know if you'll actually be able to post what you sell.

[kat@ebay]

Hi @baldric147 ,

Thank you for your post.

There is a ticket open with the tech team for labels not generating and getting the message " something went wrong". 

If this is a simple Delivery postage order ( prepaid label) can you reach out to customer support through the contact us option on your account so they can check the label details.

Thank you,

Kat

[baldric147]

I have reached out to the customer support teams since Friday 9th and still nothing is happening. There is no workaround suggested other than 'wait and we might fix it' or 'cancel the order'

I cannot even send to the buyer manually because I can't get their address

[baldric147]

Still no resolution. 1 week after the order is placed and I still can't send my item.

No one at ebay is doing anything to help me resolve the issue.

[brainuk]

If you're using the App, then that's why. It's *bleep*

[baldric147]

Thanks, but I've tried using the app and on the website on desktop devices. Nothing works

[kokomocard]

Hi, I'm having the same problem for all orders with simple delivery. Tried all devices, the app, web browsers, incognito mode etc. Nothing works at all

[babyrubyshoes05]

I’m also still getting the same error code.  I made sure my simple delivery options was evri only - no problems generating Evri labels but today sold something and buyer has been able to select Royal Mail!  Have had to cancel order because I can’t send as no label or QR code can be generated my end.  I checked and evri is the only courier selected on my preferences so eBay have overridden this.  

[kat@ebay]

Hi @babyrubyshoes05 ,

Thank you for your post.

In certain circumstances with Simple Delivery there may be cases where eBay are  unable to honour your courier selection, for example because of the weight of your item. If this happens, you may be provided a label for a courier you've excluded. This is likely what happened with your recent order.

Do you have recent examples of where the label is not generating so we can report to tech?

Thank you,

Kat

[kat@ebay]

Hi @kokomocard ,

Thank you for your post.

Is this still happening with your labels? Can you provide any recent examples?

Thank you,

Kat

[kokomocard]

Hi,

I'm still getting the same error, also for another order placed just yesterday. ebay CS weren't able to generate a label/QR for me so I've had to post the items using my own label, which makes this order marked as "overdue" for dispatch since simple delivery frustratingly won't let me add my own tracking number-

Essentially, I can't make any sales with simple delivery listings, the same error message pops up no matter which device or browser I'm using. CS is just repeatedly telling me to use Chrome incognito which does not work, neither does the app.

[babyrubyshoes05]

Hi Kat, not sure as it was just two lightweight t shirts, I don’t think the size of weight was the reason.  As regards not being able to generate Royal Mail labels this has been a problem for me since last year - well before simple delivery began.  I used to be able to buy them and then suddenly I started getting the error code so I switched to buying the Evri labels from then on.  I hoped once simple delivery started the glitch would be sorted but it’s still the same.  I’ve tried different browsers cleared cookies etc but nothing works.  It’s so strange that Evri labels and codes are fine.  

[kat@ebay]

Thank you @kokomocard 

I can understand it is frustrating trying to get the label for the order. It seems to be intermittent of when this is happening for labels on orders. I'll get it reported for your account with the tech team.

Thank you,

Kat

[baldric147]

Thanks for responding, Kat

Unfortunately it seems as though reporting it to the tech team has no effect. Apparently my issue was reported multiple times to the tech team and yet they never did anything about it - even though I was told a few times "I've escalated this and the tech team should unblock your order in the next 24 hours". I had to post it externally myself.

There appears to be a complete disconnect between the tech team and the customer facing teams with no one able to really say what the problem is or how it is being addressed. For some reason this issue doesn't appear to be treated as important by the tech team picking up service tickets.

Simple delivery seems so flaky that it's just not worth using ebay any more. It shouldn't be that difficult to post something you've sold.

[kokomocard]

Absolutely agree with this. I've been selling on ebay since 2010 (this is my UK account), and I've never had any issues like this. UK's "simple delivery" system is anything but simple and it's incredibly cumbersome and frustrating to be forced into it as a private seller.

I'd rather sell on the US ebay site than have to deal with simple delivery.

[kat@ebay]

Thank you @kokomocard  & @baldric147 ,

I've added both your accounts to the open ticket with tech. They are continuing to work on getting it resolved.  Once they provide any updates I will share here on this thread.

Thank you,

Kat 

[baldric147]

Thanks Kat, I do appreciate your help and for responding.

Considering that it has been over 2 months since I reported my issue, the tech team are clearly not working on this otherwise it would have been fixed already. I find it impossible to believe that fixing a bug which prevents the generation of a label could take this long if someone were actually actively working on it.

[kat@ebay]

Hi @baldric147 ,

I understand and we do follow up with tech to try and get issues resolved as soon as possible.  Due to different factors some can take longer to get a resolution.

Once tech provide updates on this I'll share back here.

Thank you,

Kat

[babyrubyshoes05]

Still happening! I listed an item today selecting only evri as courier and someone has bought a pre paid label for Royal Mail which I can’t generate ! I wouldn’t mind but I’m making sure I don’t have Royal Mail as an option so why are buyers still able to buy ? Plus it’s not even the correct postage price  as the person has paid for large letter and it’s clothing!