voiding a postage label

[whittambyrne]

I printed a postage label for a sold item. When I got to the post office the weight was wrong and I had to purchase a new label. I have provided the new tracking number to the buyer and want to cancel/void the label that hasn't been used. I have followed instructions but I am not being given the option to void the label. Can anybody help me please? Thank you

[**peaseblossom**]

If you haven't done so already add the new tracking number to ebay via View Order Details > Postage > Track Package > dropdown arrow > Add Tracking.    That has to be done on a desktop browser.

If you paid for the original label you would have had free postage on your listing and you can cancel it here:
https://www.ebay.co.uk/claims/simple-delivery/refund/seller

If the buyer paid for it the cost will have been displayed on the listing and it will be automatically refunded to them in 30 days.

[papso22]

Who did you buy the label from and how?

[marco@ebay]

Hi whittambyrne, thanks for your post.

Just to add to the advice above, the link provided above by @**peaseblossom**  is for Simple Delivery transactions only (transactions where automatically arranges postage for you). If your transaction was not a Simple Delivery transaction (postage was manually set up/arranged by you), then you can void it following the steps from here as long as you purchased the label through eBay. If you purchased the label directly from the courier, then you would need to contact the courier directly to get it voided and refunded.

Thank you,

Marco

[donnam3436]

I tried this. It would not let me void the label. I had printed it off and cut out the person's address. 

[donnam3436]

I managed to do this on my desktop. 

[whittambyrne]

Hi Marco

Thank you for the advice. I have followed your steps and the only options I get with postage labels are in the screen print below. I don't get an option for Void. I did buy the label through eBay. Where am I going wrong?

Thank you

Cheryl (Whittambyrne)

[whittambyrne]

hi

I paid for custom postage with Royal Mail at the cost of £2.75.  

[marco@ebay]

Hi whittambyrne, thanks for your reply.

First of all, could you please remove the screenshot you added above? It contains personal/sensitive information, so I would strongly recommend doing so, as soon as possible please.

Regarding your query, if the label was scanned/used, you won't be able to void, it is showing as in transit, so at that stage, it wouldn't be possible. If it hasn't been scanned or used, let me know the item number, and I'd be happy to take a further look for you.

Thank you,

Marco