eBay shipping label error
A shipment shows “Label purchase rejected” and the order is under the “Errors” tab. DHL or Deutsche Post did not create the label. Nothing was purchased.
What the message says
The app shows these messages in German. They are quoted exactly so you can match them.
- Labelkauf abgelehnt (Label purchase rejected)
Possible causes
- The address is incomplete or doesn't match the postal code.
- The weight or parcel dimensions don't match the selected product.
- Customs details are missing for export, or the account's billing number is incorrect.
How to fix the error
- 1
Read the reason
Open the shipping batch. The provider's message appears next to the shipment. The error pages in this help section explain common messages.
- 2
Open purchase review
For a rejected label purchase, click “Open purchase review” and open “Reviewed – release order”.
- 3
Document the review
Select “Confirmed no label purchased”, briefly describe what you checked under “Receipt / reference number and review result”, then click “Record review and release”. The order is open again.
- 4
Correct the order
Open the order and fix the cause, for example with “Edit address” or under “Customs details”.
- 5
Create the label again
Create a “New shipping batch” and create the label again.
Common questions
No. When a label is rejected, the provider did not create one. Shipnovo records this as evidence in the shipping batch.
Shipnovo releases an order only after confirming that no label was purchased. This prevents a second label being created for the same parcel.
They continue as usual. Only the rejected shipment and its order need to be corrected.