Postage failure.

[zetec123tiger]

Can anyone suggest a way forward. On 26.3.25 I sold an item which I posted using the customers prepaid postage at my local Post Office 27.3.25. As you know the label is generated at the Post Office from the QR code given by Ebay.  After I chased the buyer up to confirm receipt he advised me he had not had it yet. 

I sent him the certificate of postage but he says the postcode the parcel was sent to differs from his postcode.

My money remains on hold. How can I rectify this any ideas ??

[iansims]

Ask them to open an item not received. eBay's silly policy - let them deal with it. Include a photo of the receipt on the page. Also put in a claim direct to Royal Mail.

[marco@ebay]

Hi zetec123tiger, thanks for your post.

This is a tricky one. If it was sent to a different address, that would be the buyer's responsibility, as they are the ones that enter their address. That means that if the generated label had the wrong post code, the buyer probable made a mistake while entering their shipping address. In this case, if tracking confirm delivery to the address that it was sent to, you will be covered if the buyer files a case, and your funds will be released 48 hours after delivery unless the buyer files a case.

Since the item was shipped and the transaction completed, I'm afraid that cannot longer be changed. If for some reason, the item is not delivered and returned to you, what you can do is refunding the buyer once you have the item back with you, and then you could relist the item if they still want it. I would just let them know to make sure to enter their shipping address correctly that time.

Hope this helps,

Marco