Item not at collection point
I bought an item by click and collect and the collection point store says they do not have this item, the tracking information says it was delivered but has not been collected and the dispute i opened with Ebay has been closed with no refund.
If it is not at the collection point it cannot be returned to the seller so how can I get my money back ?
178tadworth
Posted Oct 3, 2026 at 3:21 PM · Edited Oct 3, 2026 at 3:21 PM·Last reply yesterday at 9:57 PM
7 comments
papso22
·Oct 3, 2026 at 3:50 PMDid you go to the store with the collection code given to you by ebay?
178tadworth
OPOct 3, 2026 at 5:54 PMYes
jonatjonatjonat
·Oct 3, 2026 at 6:18 PMIf that’s the case you have probably reached a dead end with eBay. They tend to accept proof of delivery and that’s that.
Best bet is claim via your source of payment if you can as they are more open to looking at evidence.
178tadworth
OPyesterday at 12:23 PMShouldn't items be returned to the seller by the click & collect system and refunded if not collected ?
sml192
·yesterday at 1:18 PMYes, items not collected should be returned to the seller and the seller should then issue a refund.
From the Seller Centre help page for the standard Click & Collect (provided by eBay):
'3
If a buyer doesn’t collect their item within seven days of the collection point receiving the order, eBay will cover the cost to return the item back to you – provided you have met all the requirements within our terms and conditions.'
From the help page for the Simple Delivery Click & Collect (provided by the carriers):
'How long will my parcel be kept at the pickup point?
Evri, InPost or Royal Mail locker: 3 working days
Evri shop: 10 working days
Royal Mail shop: 16 working days
If you can’t collect within your courier’s timeframe, the item will be returned.'
jonatjonatjonat
·yesterday at 2:14 PMThat’s correct (see sml192) but your issue is the collection point seems to claim never to have had the item.
178tadworth
OPyesterday at 9:57 PMThe item was delivered to the collection point on 12 th September and tracking says it has not been collected , seller hasnt got it back so no refund has been issued.