eBay charged twice for a label, how do I get a refund?

[goodtreats]

Label was purchased on Dec 2nd. The purchase is listed as paid on my credit card statement.

3 weeks later, our credit card was hacked, so we updated our credit card info with the new one on eBay.

On Dec 23, eBay tried to re-charge for the Dec 2nd label again even though the label had been paid for and the item shipped on Dec 2nd. I have the drop-off receipt from USPS and the tracking shows item was shipped on Dec 2 and delivered on Dec 9th. Of course. the re-charge was declined since our bank had canceled the credit card that had been hacked.

I tried to get help by phone but the agent said she couldn't help.  Where/how can I reach someone at eBay who can help with this?

Thank you.

[kensgiftshop]

Go to your shipping labels and click Void in the menu next to the label.
It'll take 3 to 4 weeks to receive the refund.
https://www.ebay.com/lbr/labels-history/seller-hub

[albertabrightalberta]

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@goodtreats wrote:

Label was purchased on Dec 2nd. The purchase is listed as paid on my credit card statement.

3 weeks later, our credit card was hacked, so we updated our credit card info with the new one on eBay.

On Dec 23, eBay tried to re-charge for the Dec 2nd label again even though the label had been paid for and the item shipped on Dec 2nd. I have the drop-off receipt from USPS and the tracking shows item was shipped on Dec 2 and delivered on Dec 9th. Of course. the re-charge was declined since our bank had canceled the credit card that had been hacked.

I tried to get help by phone but the agent said she couldn't help.  Where/how can I reach someone at eBay who can help with this?

Thank you.

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Reference the red: If the label you want to void is the one for which tracking shows delivery, you won't get credited for the voided label. 

The reason USPS waits to issue the credit is because they want to make sure that the label wasn't used and that tracking doesn't show movement. In this case, clearly, the label was used. 

[ebooksdiva]

In your seller hub (web browser version) click n the Orders tab then shipping labels. In the next page locate the order you want to cancel the label for. Click the "Actions" drop down menu then click "Cancel". In the next page select reason to cancel and submit. 
It may take up to 3 weeks to receive a refund to your available funds. There will be no notification when you are refunded. When you are refunded the tracking number will show as cancelled. 

[goodtreats]

Hello and thanks. However, canceling or voiding the label won't help.  I don't want to cancel or void the label because I purchased it and used it on 2 Dec; the item shipped and was delivered on 9 Dec using the 2 Dec label.

It's a confusing situation. Let's call the label in question "Label 2 Dec." The problem is that eBay tried to charge my card for the same label ("Label 2 Dec") a SECOND TIME 3 WEEKS later on Dec 23 which was after the card had been hacked, so their repeat charge for "Label 2 Dec" was declined by our old credit card, and now eBay wants a refund for their duplicate charge for "Label 2 Dec" which was paid for on 2 December 2024.

I hope this clarifies the situation.

[wastingtime101]

You purchased a shipping label on Dec 2nd. You used the label. Your credit card was successfully charged for the label. (I assume through PayPal since that's the only way to put an eBay label on your credit card.)

All was good until Dec 23rd when eBay tried to charge you a second time for the same label.

Is that correct?

Are you sure it was a duplicate label charge and not a cost adjustment from the carrier?

It would help if you could post some screenshots, being careful to black out any personal info.

[goodtreats]

Thanks. Rather than post screenshots, I'll visit our bank and go over the documents and situation with them.