Buyer has paid but refuses to collect

[john_lu6]

I sell computers and gift the proceeds to charity. Couriers don't cover my items for damage in transit so I list them as COLLECTION IN PERSON. I make this very clear but offer to meet up or deliver up to 30 miles if they cover my petrol. However, I keep getting buyers who pay and then insist that I send the goods by courier to distant locations. Given that they have entered into a legally binding contract, can I insist that they collect from me? Is there any legal reason why I should cancel the sale? I'm not interested in moral arguments, just the stituation within eBay rules please. Many thanks!

[red_magpie · Accepted solution]

Certainly couriers have their problems, but if anything there are even more pitfalls when selling for collection.

For a start, remember that items for collection tend to sell cheaply, as you're limiting bidders to your local area only. Not that this will stop some buyers from bidding, and then demanding that you arrange delivery. This is a regular question here.

As you've discovered, some buyers will pay by Paypal and then wait for weeks to collect it. Cancelling the sale is very risky for the seller, as if eBay classes it as a seller-initiated cancelaltion you will bepenalised with an account defect, and forfeit any return of fees.

If the buyer wants to pay by PayPal, you have to accept it. This means that eBay's money back guarantee applies, so you can't just say "no returns please". The buyer can find any reason to claim their money back for up to 30 days. No proof is required - eBay will take their word. You may even be required to pay for the return delivery, although eBay's new rules don't make this 100% clear.

The above will also apply if you deliver items yourself.

For anything of value, without no proof of posting you are exposed to a simple and well known scam, whereby the buyer initiates a credit card chargeback against Paypal. The seller has to reimburse Paypal, and to pay their admin costs. The buyer keeps both the item and the refund.

Personally, I wouldn't list anything for collection today except bulky, low value items which are too big to post. In your position, I'd think seriously about offering delivery, but using Royal mail and not a budget courier.

[john_lu6 · Accepted solution]

My issue is that couriers (including the Post Office) have a "restricted liability" list which includes laptops, monitors, televisions and (usually) PC base units. They do not cover damage in transit. Those who do cover damage have small print in their conditions. For example, UPS only accept liability if the packaging is sufficient to fully protect a computer from a 2 metre drop onto concrete. That sort of packaging would cost a fortune! Thank you for your response and I agree with just about everything you say!

[**peaseblossom**]

You can stick to collection only but if they don't collect obviously you must refund their money.

You can email them and say you need it collected by a certain date.  If they don't reply or don't collect by then you can cancel the transaction.  Or you can do that right away if you prefer.

Go to More Actions, far right of item on your sold page > Cancel order > Something wrong with buyer's address, which is the nearest one to this situation.   The refund will be issued automatically.

[fargvs]

For information > 

Avoid PayPal for collection items ... you cannot refuse (except No PayPal for Vehicles) if a buyer insists, but Cash payment (or cleared Bank Transfer) is safest and best = Immediate payment >>> More actions and mark as paid and despatched >

so ...No 21 day payment holds, PayPal fees, need for scans/codes or risk of later Chargebacks/disputes/refund requests etc. ...

Set your 'Cash on collection preferred' payment terms and pickup in person requirements here >

https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/local-pickup?id=4181

With the 'Collect in person only' setting ... Buyer sees the message = 'You can contact your seller to arrange to pay for and collect your item.'

No collection, contact or payment ? ... resolve here >

https://resolutioncentre.ebay.co.uk/

[john1297576]

I suggest that you block all buyers who may have paid and not collected.

You can't stop them paying, but this will get expensive for you inpaypal fees which are not refundable, and if you cancel incorrectly you could end up with not getting the bay fees refunded as well.

Why not consider Royal Mail, may cost more (but the buyer would have to pay if they wanted delivery), I am sure that unlike Couriers you could make sure that you are covered. The main thing which is difficult, is trying to stop buyers ignoring Collection Only and Paying.

You do realise that payment by paypal for an item that is collected is very unsafe, as a dishonest buyer could claim not received and get a refund, as you have no tracking to prove delivery.

[papso22]

Now that Paypal don't credit their fees, everytime this happens you lose out. Consider putting COLLECTION ONLY in the title and in the item condition box, also cash on collection preferred in the description and make sure you have cash as a payment option.

[john_lu6]

But do I have to refund them or can I keep their money? if it's not my error and they are uncooperative why should I lose? I would be minded to refund them minus any selling fees.

[papso22]

Because morally you can't keep the item and the money, and because they can open a case for item not received and get a full refund.