Buyer cancelled order but I have been charged for postage. What can I do?

[simookan-0]

Someone bought my item by mistake and immediately cancelled. I found another buyer very quickly and posted, but I was charged for postage for the first order despite the label not even having been printed. Several threads on the same subject suggested going to Selling -> Postage Labels and cancelling it from there, but only the second postage label is there, there is no sign of the first. What can I do? I'm surprised eBay hasn't issued official guidance because a quick Google tells me this happens a lot.

[knit-in-styles]

You could well be right. Quite ambiguous.

[papso22]

That would be par for the course with ebay communications!

[owbu-1603]

I’ve had this scenario happen today. I had an item sold (private seller) and the buyer cancelled within minutes. I agreed the cancellation and eBay took the money and postage from my eBay balance. I rang up to complain about this being taken from my balance and was told it would be refunded on the same day. The cost if the item was refunded, but ebay have not refunded the postage. I did not use simple delivery as the listing was set up before that was forced in. I always use free delivery and click the seller pays postage option. No point ringing again as I was lied to the first time, I’m assuming eBay are just going to profit from a buyer wanting to cancel and charge me postage for an item that was never posted? 

[tressygirl]

If there is money showing in the Available section in your payment summary then that would be used for refunding.

You refund everything the buyer has paid,  and then when the refund is done,  the money the buyer paid if on hold,  will be released to you.

Are you sure this is not the Buyer Protection Fee we are talking about here, and not postage deducted ?  If you offered ' Free Postage'  meaning the postage is incorporated in the item's starting price then eBay would not know how much you charged so would not know how much to deduct.

One other thing which may have happened , did you buy the label from eBay, Packlink?  If so, and the label was not used,  you can receive a refund for the unused label this ay,  though you may need to wait 24 hours for it to appear before voiding 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.

@owbu-1603 

[simocraddoc0]

Doesn't seem to be the case.  I've waited 30 days on an unused Simple Delivery prepaid label and there has been no refund.  Now I have another order cancelled and a further prepaid label that I doubt I'll get refunded on.

[edwardian-dreams]

  you have to fill a form in to get the refund

not sure if there’s a time limit but here’s a link someone provided

https://www.ebay.co.uk/claims/simple-delivery/refund/seller

[papso22]

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@simocraddoc0 wrote:

Doesn't seem to be the case.  I've waited 30 days on an unused Simple Delivery prepaid label and there has been no refund.  Now I have another order cancelled and a further prepaid label that I doubt I'll get refunded on.

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If the seller was charged for the label they have to claim a refund within 14 days.

When buyers are charged for unused labels they get an automatic refund.

[simocraddoc0]

Thanks.  I took a look at the refund form prior to my post and began completing.   However,  all conditions including 'The package was delivered using a different tracking number.' are stated as having to be met.  If the order was cancelled (and refunded), no delivery was made, so will ebay still refund?

Thanks.

[edwardian-dreams]

What does your cancelled order page say

postage refunded to you or not?

it doesn’t seem right you have to claim back on cancelled orders

this should be automatic