Error: Something went wrong and we were not able to generate the label.

[stickers4keys]

The error Something went wrong and we were not able to generate the label. occurs after clicking the Purchase shipping label button when attempting to purchase a label using the eBay Standard Envelope service for Puerto Rico addresses only. This error occurs on using Google Chrome on a pc and on the eBay mobile app using iPhone 14. I am able to generate labels using the eBay Standard Envelope service for all US states without issue. Are US territories omitted from the eBay Standard Envelope service? I can send an envelope to Puerto Rico with a single US stamp ($0.73)

[wastingtime101]

Hi @stickers4keys . Check the buyer's address. If the buyer entered Puerto Rico in the country field you will not be able to generate an ESE label.

If that's what happened, let the buyer know you'll need to cancel the order and they can re-purchase, but before they pay they need to enter PR as the "state" and United States as the "country" so you can buy the shipping label.

[stickers4keys]

Thank you, the buyer did enter Puerto Rico in the country field. Unfortunately,  the country field seems to be the only field of the address that is not editable when generating a shipping label.

[wastingtime101 · Accepted solution]

Yep, it's a pain in the butt, but the only ways to deal with this are:

- Cancel and have the buyer repurchase so you can ship with ESE as suggested above

- Ship untracked with a postage stamp

- Upgrade physical specs to meet package qualifications and pay 5x the price for Ground Adv with tracking

eBay needs to do work on buyer address verification at checkout and, in my opinion, they should force buyers in territories and protectorates to enter US in the country field so sellers won't keep running into these label issues.

[stickers4keys]

This solution worked, thank you!