Locked
Antworten können hier nur von erfahrenen Mentor*innen sowie der Person verfasst werden, die die Frage gestellt hat.
Seller double charge shipping label
Summary: 97saidb reported to eBay Support that they had been charged twice for an unused shipping label after canceling an order. voli-maus and petersmodellbahnstuebchen pointed out that the shipping label should have been canceled directly. 97saidb explained that they were not aware of the need for a separate cancellation and looked for a goodwill solution. In the end, selina_b@ebay shared that the shipping costs were refunded as a courtesy and recommended canceling labels in good time in the future.
Hello eBay Support,
I would like you to review what I believe is an incorrect charge to my seller account regarding a shipping label that was not used.
The buyer purchased an item for €130.19 (including €6.19 shipping costs). The shipping label for €6.19 was created through eBay and the costs were initially deducted correctly from my payout.
After the purchase, however, the buyer informed me that the stored delivery address was incorrect. Since I could not ship the order to a wrong address, the order was canceled at the buyer's request so that they could buy the item again with the correct address.
The shipping label created for the first order was never used at any point. There was no shipment and no use of the shipping service.
After the cancellation, the refund to the buyer was completed, but the shipping label fee of €6.19 was then charged to me again or not credited. In my view, this resulted in a double or unjustified charge.
The buyer then purchased the item again. For this second order, a new shipping label was created and the shipping costs were billed correctly.
I therefore ask you to review the original label fee of €6.19 and credit it to my seller account, as the label was not used and the cancellation before shipment was due to an incorrect address reported by the buyer.
Thank you very much for your support.
selina_b@ebay
Hello @97saidb ,
many thanks for your post.
I checked in with the specialist department here and, as a gesture of goodwill, the shipping costs were refunded.
Please make sure next time to cancel the shipping label directly, just as @voli-maus wrote to you.
@petersmodellbahnstuebchen Thanks so much for tagging 🤗
Best regards
Selina
97saidb
OP1 month agoThank you very much! I’ll know next time! 👍🏼
97saidb
OP1 month agoHello, unfortunately I can no longer cancel the old label, since the order was canceled on 16/06. I’ve now just become aware of the case again because EBay has charged me the shipping fees again. I wasn’t aware that, as the seller, I also have to cancel the shipping label. In the transaction list, it looks as if it had been canceled. Is there a way to get the costs reimbursed as an exception? I would be very grateful for that!
perfect-sally
Mentor1 month agoWho other than the seller should cancel the label then? And why should eBay reimburse the costs at the expense of the general public for a mistake that you are responsible for?
You made good money with your "private" perfume trade, so one label shouldn’t really matter!
97saidb
OP1 month agoThanks for your reply. I actually wasn’t aware that cancelling the order doesn’t automatically cancel the shipping label as well. I had assumed that both would be cancelled together. If the label had to be cancelled separately, that of course explains the charge. That’s exactly what I wanted to understand.
The reference to my private perfume sale or the item’s sale value is not relevant to the actual question, though. Whether it’s €6.19 or a much higher amount has no bearing on whether a charge is correct or incorrect. I was solely trying to understand the process and clarify whether the calculation in this case was done correctly.
petersmodellbahnstuebchen
Mentor1 month agoHey @97saidb
I don't want to get your hopes up, but maybe the lovely @selina_b@ebay can take a look at the process. Thanks, Selina.
Best regards from the Baltic Sea
Peter
97saidb
OP1 month agoMany thanks! I really appreciate it!
petersmodellbahnstuebchen
Mentor1 month agoHey @97saidb
as @voli-maus already wrote to you, you should have canceled the original label on eBay.
Best regards from the Baltic Sea
Peter
voli-maus
Mentor1 month agoPrint or cancel shipping labels | eBay
"How to cancel a shipping label
You can cancel your shipping label again within 14 days of purchase:
Go to My eBay to Selling or in Seller Hub Pro to Orders and then to the Shipping labels option.
Select Cancel label next to the label in the More actions section.
Select a reason and choose Send request.
You will see a confirmation that the request has been sent to the shipping service.
You will receive the money back via the same payment option you used to pay for the shipping label."
voli-maus
Mentor1 month agoHello @nina@ebay ,
could you take another look right before the end of the workday ? 😘