Collection Only Cancellation Request

[lilachorses_6]

Hi 

Advice needed please...

I Advertised an item (Oven) as collection only, had collection location and put in capitals in description collection only. 

Item sold and a few days later the buyer requested to cancel the order as they didn't want to collect.

I emailed the buyer to reiterate the advert and description said collection only and the location and would encourage then to arrange a courier. 

in this situation do I have to refund? 

I can not seem to get through to EBay or get a specific answer other then 'try and give buyer a good experience' 

can anybody advise?

[*guinevere*]

Go to the left of your item in your purchase history and click on the down arrow, select 'Cancel - problem with buyer's address' which is true as they are too far away to collect, and this will give them an automatic refund.

[lilachorses_6]

Right ok, thanks