eCP

[dragonsmaster3202]

Hi everyone,

I had an unusual experince today with a new buyer who says that he has not received his parcel because i forgot to put his eCP number on it. I offered to refund after contacting eBay and checking my past labels.

I checked this client and his labels and I found that he made 2 orders, he had eCP numbers for both and I did send him 2 parcels. 

I found one label and it has the eCP numner on it . I have not found the second label ( I do not understand why) but I have the packing slip, with the eCP nuymber on it too. I doubt the eCP number was not on the label.

He made a refund request but I do not seem to be able to sustain my cause.

Both orders show as received in my account.

Is it a scam?

I offered to refund the order he says he has not received, of course, but only after I receive the parcel he says is on its way back to me.

How can I show eBay my evidence to support my case?

Thank you.

[jckl1957]

You have written 'Both orders show as received in my account.'

Do you mean that tracking shows that both of the parcels were successfully delivered?

If that is the case and the buyer has opened a case, as long as you add the tracking to the case, and added it when you posted the item, then the case should be closed in your favour.

What does the tracking show on the RM/courier website?

Does that show delivered for both parcels or does it show one is on the way back to you?

[dragonsmaster3202]

Hi and thank you for responding to me.

Both parcels show as DELIVERED in my account.

However, eBay  took money from my account without my permission and without checking facts.

How can I report eBay' s abuse?

It seems it is not regulated at all.

[*guinevere*]

Once a case is opened ebay will put your funds on hold until the case is decided one way or another so if both parcels show delivered you should check that the tracking numbers are safely uploaded into the case, and both should close in your favour.

You only have to show successful delivery to the drop off shop to win a case.

If ebay do try and tell you that you are responsible point out that these were click and collect deliveries and make sure they understand this.

[zoomingmouse]

If the ECP codes were on the parcels then either Ebay hasn't sent them the collection codes - worth them checking their phone & email account, or they may be trying for a couple of freebies.

As said, you should win the cases as they show as delivered, but if they favour the buyer then appeal the decision where it will get looked at by a human.

<worth taking screenshots of delivered status both from Ebay & also RM in case you need them later>

Good luck!

[dch2112011]

Unless things have changed recently, when items are not collected and returned to seller they are treated as a cancellation : in this scenario the tracking showing delivery to click and collect is only relevant to initiate an ebay refund should the return become lost. 

If no ecp is on the package then the seller pays the return cost  but in this case it is probable that the buyer is referring to the buyer collection code not being received which generally is because the buyer's mobile number is out of date and the text has not got through.

The reason  is explained in the seller's terms and conditions when offering click and collect - see below :

Returns
If the buyer fails to collect the goods within 7 working days of being notified that it is ready for collection, the contract between you and the buyer shall be treated as cancelled by the buyer.
Provided the item has been delivered with a valid, legible eCP code and does exceed the eligibility requirements set out above eBay will ship and cover the cost of the return.
If the item was delivered to an Argos or Sainsbury's eBay collection point, it will be returned to you by Royal Mail's tracked 48 hour service.
If the item was delivered to a CollectPlus eBay collection point, it will be returned to you by Yodel's tracked standard returns service.
Once you have received a returned item, you shall refund the buyer within 2 business days in line with our return policy. The refund has to include original shipping cost (except surcharges for express delivery services that were ordered by the buyer). If eBay manages your payments, you shall initiate the refund as part of the returns process on eBay.co.uk.
The buyer will not be able to return items to an eBay collection point and will be directed to use the standard returns process on eBay.co.uk.
Your normal returns policy will apply to items that are eligible for Click & Collect.