Seller Didnt Collect, Ebay refunded him

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Summary: takingartart shared a situation where they sold a collection-only item on eBay, but the buyer did not collect it due to personal issues. Despite efforts and communications with eBay’s customer services, who initially assured protection, eBay ultimately decided in favor of the buyer, issuing a refund for the item. *vyolla* advised that the buyer deserved a refund since they never received the item, while tressygirl suggested relisting the item and blocking the buyer to avoid future issues. takingartart expressed frustration over the conflicting assurances from eBay's customer services.

I had a 40kg item for sale, and the buyer knew it was collection only.

He didnt collect due to his car going in for MOT and then it was later scrapped. He then asked for a refund which I declined as said it was due to non delivery (it was collection only!) he then said item not received so I put notes on the account and spoke to Customer services, who assured me they would protect me as they could see i had offered to deliver the item even though it was collection only, and the buyer just stopped answering me. He has then contacted ebay this morning and in the space of 10 minutes they decided in his favour.

Ive been onto them and theyve said the buyer didnt receive the item, so we found in his favour.

Has anyone else had this?

What do i do? This is incompetent from Ebay and especially the customer services guy who said i was totally protected, and clearly im not

takingartart

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Posted 1 month ago · Edited 1 month ago·Last reply 1 month ago

4 comments

takingartart

OP1 month ago

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I think what annoys me is the fact that Ebay said to me that they would go with me on this, as they can see the buyer stopped responding, and was just trying to get his money back.

"07:51:25 UTC Agent

No let me rephrase it again to clear it up. When any cases are involved the funds get on hold in order to protect both the seller and the buyer depending on the case. Here I can see that there is full efforts from your side to deliver the item and hence this is the reason why you are cover under available seller protection and if your buyer doesn't collect the item within the timeframe of the case and we see that you have given your all in trying to get the item to them, in this case we will protect you instead of the buyer here."

*vyolla*

Mentor1 month ago

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I've no idea why they would say that because it's incorrect. There's no such Seller Protection coverage that the eBay CS rep is citing there, I'm assuming that something may have got a little lost there somewhere along the way.

tressygirl

Mentor1 month ago

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You have the item.

Buyer has their money refunded, that they paid for that item.

It's back to square one, just relist the item.

If you like , you can block this buyer from returning, and messing you about again, here:

https://www.ebay.co.uk/bmgt/BuyerBlock

@takingartart

*vyolla*

Mentor1 month ago

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If your buyer didn't collect their item they can have a full refund, you can't keep their payment.