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Shipping label
Summary: simqu-2818 had a problem with a shipping label she had bought through eBay. The label was marked as used even though it hadn’t been used yet, which prevented a cancellation. Several community members and eBay employees offered support. The suggestion was to contact the shipping provider directly, but in the end melina@ebay forwarded the issue to the specialist department for a manual cancellation. melina@ebay finally informed her that the credit had been successfully processed.
Hello dear community,
since I was already helped so well here once, I have another question today. I sold an item, and the buyer also paid including shipping costs, but when packing I then realized that the package size doesn't fit. However, I had already bought the shipping label.
Now I want to cancel it, but I get a message that the label has already been used. But that can't be right, because I haven't even printed it out yet.
I would like to buy a label for a larger package(the buyer wouldn't be affected by that, that's my problem). Does anyone have an idea what I could do there?
Best regards Simone
melina@ebay
Mentor3 weeks agoHello @simqu-2818
Good news. We’ve just manually arranged the credit for the shipping label for you. Thank you very much for your efforts. I wish you continued success on eBay.
Best regards
Melina
simqu-2818
OP2 weeks agoThank you so, so much for your help!
simqu-2818
OP3 weeks ago@meinehexe11 , @perfect-sally
does anyone of you still have a solution?
meinehexe11
Mentor3 weeks agoHi, hi.
Unfortunately, I don't have a solution. That's exactly the problem, why I generally buy shipping labels directly through the shipping provider. There, cancelling isn't a problem at all and is done in no time. Here eBay passes the ball to DHL and they pass it back again. It's not the first time you read that.
We can have @nina@ebay take another look at it. Maybe there is still a solution for you after all.
perfect-sally
Mentor3 weeks agoWe’re just users too, and as I see it, you’ve exhausted all the options and no one (ebay, DHL) really feels responsible.
For me, a label is only “validated” once I hand it in at the branch and the employee scans it there and I receive my proof of posting. ebay and DHL apparently see it quite differently. But this isn’t the first time such problems have come up with labels and no one feels responsible. I already know why I don’t frank with ebay - that’s one of the reasons ;)
simqu-2818
OP3 weeks agoDear support team,
unfortunately there is still no solution here. I have now contacted DHL customer service.
They now say I can only cancel the label via eBay, since I bought it through eBay. But that is exactly my problem, because eBay says the label is in use.
Is there perhaps an interface between eBay and DHL that could take a look at this case? Because I would rather not pay for the unused label.
Best regards
Simone
melina@ebay
Mentor3 weeks agoHello @simqu-2818
Thanks for the feedback. I have forwarded it to our specialist department for manual cancellation, although I can't promise whether the cancellation will work, as it was marked as used. But I’m optimistic. The credit may take up to 14 days here, so I’d ask you for a little patience.
Kind regards
Melina
petersmodellbahnstuebchen
Mentor3 weeks ago@melina@ebay
Hi Melina, could it maybe be that Ebay is now interpreting the automatic recording of the tracking number as use already.
That would, however, be a major error in Ebay's system, since the label is only actually used once it has been scanned by the shipping provider. If that really is the case, this "nonsense" would be the end of shipping handling through Ebay.
Maybe you could ask the so-called specialist department here to check that.
Best regards from the Baltic Sea
Peter
melina@ebay
Mentor3 weeks agoHello @petersmodellbahnstuebchen
Thanks for asking, but it isn't related to that.
Best regards
Melina
simqu-2818
OP3 weeks agoMany thanks to everyone who has contributed here! Then I'm curious. Otherwise, that would also be the end of my use of this service from ebay. I probably couldn't really afford that either. 😉
Best wishes
Simone
elke@ebay
Mentor3 weeks agoHello @simqu-2818 , many thanks for your post. The shipping label can no longer be canceled via eBay, since it is shown here as already shipped. It’s best if you contact the shipping provider directly here once.
@perfect-sally thanks for the tag.
Best regards
Elke
simqu-2818
OP3 weeks agoHello Elke, I’ve now contacted DHL customer service.
They’re now saying I can only cancel the label through ebay since I bought it through ebay. But that’s exactly my problem, because ebay says the label is in use.
Is there perhaps an interface between ebay and DHL that could take a look at this case? Because I’d really rather not pay for the unused label.
Best regards
Simone
melina@ebay
Mentor3 weeks agoHello @simqu-2818
Thanks for reaching out to us. Your last shipping label that you purchased has already been marked as shipped. Feel free to send me the order number, and I’ll take a look.
@meinehexe11 , @perfect-sally Thanks for the tag.
Best regards
Melina
simqu-2818
OP3 weeks agoHello Melina, thanks for the support. Here is the order number:
Order: 07-14914-81707
In the meantime, I’ve also already purchased another label from DHL and entered the tracking number. The buyer shouldn’t have to wait. So don’t be surprised. :-).
simqu-2818
OP3 weeks agoHello Melina,
I tried a few more times to see whether I could still cancel the label, but unfortunately no luck. 🙁 Were you able to find anything out yet?
Best regards
Simone
meinehexe11
Mentor3 weeks agoHi, hi @elke@ebay could you please take another look here?
meinehexe11
Mentor3 weeks agoHi, hi.
Regarding the label that needs to be canceled, @melina@ebay can probably take a look.
In my opinion, you can’t buy the new label through eBay. But you can do that directly through DHL. Just then enter the new tracking number in the purchase details. Don’t be surprised, the old number can’t be deleted. The new tracking number can only be added additionally.
simqu-2818
OP3 weeks agoThanks a lot! You’re really great here😊
perfect-sally
Mentor3 weeks agoI've read more and more often now that apparently you can't cancel labels.
An eBay employee is looking into it and will get back here.
@melina@ebay could you please take a look? Thanks
simqu-2818
OP3 weeks agoMany thanks!