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Shipping label not received.
Summary: outlast reports that when trying to buy a DHL shipping label via the eBay app, error messages kept appearing, which resulted in unauthorized charges. Despite several attempts, the shipping labels could not be created, and there is no visible item under 'Shipments' to cancel the labels. petersmodellbahnstuebchen and others advise using the site on a PC and contacting eBay Help directly. vera@ebay confirms that the issue has been forwarded to the specialist department and that feedback will be provided as soon as it becomes available.
I sold an item today and wanted to buy a DHL shipping label super easily through the eBay app. Unfortunately, every time I got an error message and the shipping label just wasn’t created. Since I thought it might work on the next try, I naturally tried the process several times. No success, always the same error. Now under “Charges” I’m being billed a total of €39 for shipping labels for a sale value of €70.
I can’t find any way to cancel these labels or dispute the charges, because they simply don’t exist? I can’t even ship the package, but I’m supposed to pay €39 in fees. Has anyone ever had a similar problem and can tell me what I should do now?
mia@ebay
·3 weeks agoHello @outlast ,
we received feedback from the specialist department this morning.
Since there are no printable receipts available, the payment should be canceled automatically. If that hasn’t happened by Monday, my colleagues will create a manual credit. I’ve already prepared everything for this. The manual credit can take up to 10 business days.
If this happens again, I recommend shaking the phone once. The mobile device will then automatically display the necessary technical data that we need to clarify the issue.
@petersmodellbahnstuebchen Thanks for the support.
Best regards
Mia
vera@ebay
·Sep 17, 2026 at 5:44 PMHello @outlast ,
many thanks for your post. We need the support of the specialist department here. I have submitted a corresponding request to the specialist department, and we will inform you here as soon as we have a response. However, the specialist department won't be back until tomorrow, so I ask for your patience for a little while longer.
@petersmodellbahnstuebchen many thanks for the mention 😊
Best regards
Vera
petersmodellbahnstuebchen
MentorSep 17, 2026 at 5:59 PM@vera@ebay
Hi Vera, thanks for the quick response. ❤️
I have two more candidates here with similar problems:
https://community.ebay.de/forum/mitglieder-helfen-mitgliedern-16/topic/fehlermeldung-es-gab-leider-ein-problem-und-wir-konnten-das-etikett-nicht-erstellen-13123/
https://community.ebay.de/forum/mitglieder-helfen-mitgliedern-16/topic/technischer-fehler-beim-erstellen-von-versandtickets-13126/
Could you add the two of them to the ticket as well?
Thanks and best regards from the Baltic Sea
Peter
voli-maus
MentorSep 17, 2026 at 5:37 PMThe lovely @vera@ebay is looking into it. @outlast
petersmodellbahnstuebchen
MentorSep 17, 2026 at 5:08 PMIf you have the option, you should use a browser on a PC.
There you can track and manage shipments, print labels, and also cancel them.
With the app, you can go to the order and use the "Manage shipping" button.
outlast
OPSep 17, 2026 at 5:18 PMNo entries are displayed under Track and manage shipments.
petersmodellbahnstuebchen
MentorSep 17, 2026 at 5:30 PMThen just name the order number you tried it with. Then the lovely @vera@ebay can check it and give you a tip, thanks Vera, ❤️
Best wishes from the Baltic Sea
Peter
outlast
OPSep 17, 2026 at 5:39 PMOrder number: 20-15160-61710
I suspect the issue is with DHL; I can't explain the situation any other way. I already tried booking the shipping label directly through DHL, but even there nothing happens after payment.
Thanks a lot for your help!