Postage refund from eBay

[devils_refugee0]

I had to pay for postage - as advised by eBay customer support - as I could not access the free label. I have sent evidence of this and emailed customer support to confirm on 15/09

this submission, but I have had nothing to say this has been received or any payment - how do I follow up on this? 

[devils_refugee0]

I should say this relates to an item I sold

[4_bathrooms]

Was it the trainers? They were sent to an authenticator so possibly didn't qualify for "Simple Delivery".

If they were not sent by Simple Delivery (the listing states "eBay Delivery") the buyer's payment for postage would have been sent to you as part of the transaction. What does the sales record show? 

[devils_refugee0]

Yes it was the trainers; EBay took £7.46 from the total for postage and when the label couldn’t be used they suggested I pay myself for postage to the Authenticator and claim a refund from them, instructions which I have followed and backed up by receipts but have not heard anything since - only a week but would be nice to know they are processing or something like that

[4_bathrooms]

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@devils_refugee0 wrote:

Yes it was the trainers; EBay took £7.46 from the total for postage and when the label couldn’t be used 

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Why couldn't the original label be used? If it was a Simple Delivery label and it wasn't scanned by the carrier you can claim a refund for it from here. If it wasn't a Simple Delivery label how did you purchase it?

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@devils_refugee0 wrote:

they suggested I pay myself for postage to the Authenticator and claim a refund from them

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Were you instructed to do that during a telephone call or via an online chat session? Do you have a transcript of the conversation? I suspect you were being directed to claim a refund for the original label; not the one you subsequently purchased. 

[style_wise]

Correct me if I'm wrong, but my understanding of claiming for an unused SD label as the purchaser is that you need to be able to open it to 1) mark the item dispatched and 2) replace the tracking number. Since you couldn't open it, I would do as @4_bathrooms suggests and gather the transcript/call details then go back to eBay CS for help.

[4_bathrooms]

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@style_wise wrote:

Correct me if I'm wrong, but my understanding of claiming for an unused SD label as the purchaser is that you need to be able to open it to 1) mark the item dispatched and 2) replace the tracking number.

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There's no requirement to open the label; just the provision of an alternative tracking number to confirm delivery:

I'm not convinced this was a Simple Delivery label. The listing shows a delivery charge payable by the buyer so "Seller pays" wasn't configured in the listing. The OP also mentioned they were charged for the label by eBay which suggests it was a Packlink label. If that is the case the OP needs to follow the instructions here to cancel the Packlink label and receive a refund for it. Their listing stated "eBay Delivery" so I suspect it was indeed a Packlink label. It seems if the carrier attempted to collect the package a failed collection fee applies but the OP hasn't yet elaborated why the original label couldn't be used.