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Not able to get hold of eBay.
Summary: nevcollins is experiencing difficulty communicating with eBay about a dispute raised by a buyer for an item sold as 'collect in person'. The buyer claims the item was not shipped, although they did not pay for shipping, and eBay is requesting tracking details. nevcollins is frustrated with eBay's AI support and the potential fees involved, expressing willingness to refund only if the listing fees are waived. papso22 and john1297576 provide advice, suggesting options for cancellation and managing fees, while another participant points out the timeframe for buyer claims on collection items and the risks of receiving a defect.
How can a seller speak with eBay. I’ve sold an item for collect in person, and now the buyer has raised a dispute that I’ve not shipped the item and eBay keeps asking me to provide tracking details. The buyer has not paid for delivery and if I agreed to refund, eBay what me to add my credit card so the can charge me for the listing when I’ll be out of pocket £57 for an item not sold as buyer decide they could not collect in person. The AI support is useless as you just end up going around in circles. How can I get support from real person.
*vyolla*
Mentor1 month agoYou don't have 30 days to wait, with collection items the buyer can open an item not received claim within 7 days, and after 3 business days they can escalate it eBay an ask them to step in, eBay will then take the payment from you.
If it gets to this stage you receive a defect against your selling account.
For what it's worth, I'd never use a Reserve. As you've discovered, it's a chargeable feature and it you start your auction at the lowest price you'd be happy to accept it effectively acts the same as a Reserve in that your item can't sell for below that start price. I'd also not promote a listing unless you're a high volume business seller listing multiple items with lots of competitors.
papso22
Mentor1 month agoSurely if the buyer has not collected for whatever reason, you don't think you can keep the money and the item?
Ebay treats not collected items the same as not delivered ones as far as the money back guarantee goes, so they confusingly ask for delivery tracking when they should be looking for the collection code.
You need to refund or ebay will do it for you and you will get a defect.
nevcollins
OP1 month agoI don’t think you get it. There are saying the item has not been shipped, but they have not paid for shipping. I would be more than happy to refund if they have decide they cannot collect in person for a collect in person item, but I will not accept having to pay the fees for reserved price and listing promotion, when if I refund the item is not actually sold. According to eBay, I can wait 30 days for item to be collected in person, so I’ll wait. Just that trying to get hold of eBay to provide support is not there as happy to refund, but not if I’m having to pay for fees to item now not sold.
nevcollins
OP1 month agoI don’t even have the funds to refund as held by eBay, then I have to add my credit card as from the £310 for the item, eBay refunds only £253 from the funds and I have to pay the rest from by card as part of the refund option. How can eBay make money from this, when if I cancel it’s not sold. EBay should just refund the £310 and allow be to list it again and only take the fees once sold. It’s ridiculous. Tried getting hold of eBay support, but I get AI saying I have to provide tracking details. 🤔
john1297576
Mentor1 month ago · EditedI would suggest you get it out of the way by cancelling the sale, there used to be a reason for cancellation “ buyer asking for a service not offered”. From what you say that fits well.
Do not just do nothing as that is the way to get a defect, if buyer escalates a case to ebay.
Did you have a reserve on this, as winning bidder seems to have been bidding against himself.
nevcollins
OP1 month agoI’m not ignoring, and responded to the buyer daily to collect as there is no tracking details and they have not paid for shipping, collect in person only. I cannot refund as they have opened a case against me as item not shipped, but it’s not bee collected. I’m stuck until eBay engage.
nevcollins
OP1 month agoYes I did have serve of £310
papso22
Mentor1 month agoI am afraid you are going to lose those listing fees as per Ebay's rules, but you may be able to get customer service to waive them as a one off courtesy given the buyer made an error. It's worth a go at least. By the way, promotion and reserves are a waste of money. Promotion of a unique item is pointless and you should just start auctions at the lowest price you would accept.
papso22
Mentor1 month agoYou can refund through the case.
nevcollins
OP1 month agoCannot…this is the error I get when selecting to refund.
You can't refund the buyer for this order
You cannot issue a refund at this time because a case is open for an item in this order.