Buyer arranged Courier Collection - Return Case

[anglo-urooj]

The buyer purchased a collection-only item but, instead of collecting it in person, arranged for a courier to pick it up. The transaction went smoothly, and they even left me positive feedback. However, 20 days later they opened a return case, claiming the item “doesn’t work or is defective.” What are my options?

[plpmr]

As they used their own courier they have no protection from eBay.

[john1297576]

If they have opened a case, you will need to point out to ebay that they did not collect in person but used a Courier. If you do not do this ebay will not know that they have no buyer protection.

[anglo-urooj]

Thanks for the valuable feedback, so what am I supposed to do now? Contact the buyer or the eBay?

[anglo-urooj]

How to point out this to eBay? 

[anglo-urooj]

I spoke to eBay and explained that the buyer had arranged for a third-party courier to collect the item. However, the eBay customer service agent insisted that the item is still covered under the eBay Money Back Guarantee ! 

[*vyolla*]

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Point out that eBay's Money Back Guarantee doesn't apply to items that are collected by a third party. If the eBay CS rep isn't familiar with the policy it's clearly set out in their guidance page and you may need to link them to it.

Following screenshot taken from this policy page:

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...

[anglo-urooj]

This is the response from eBay :

Thank you for contacting eBay Customer Service. I understand that the buyer collected the item with their own courier which is not covered by eBay money back guarantee, and they are not supposed to be covered with the return case, so you would like to let eBay step in, and investigate the case. I will do my best to assist you with your case.

Upon carefully checking, I was able to confirm here that the item was delivered to the buyer using a third party/own courier. Yes you are correct, the buyer are not covered with eBay money back guarantee if the item was damaged external, but then the buyer claimed that the item is okay, but then they need to restart it just to let the fan work properly.

I have reviewed the case details and noticed that the buyer has opened the case claiming the item is not as described (item defective/does not work) eBay is unable to check the item when it leaves your hands and enters your buyer’s hands. Thus, we cannot physically verify the condition of the item./We cannot verify the authenticity of the item.

I have placed the case on hold for 5 days to allow you to facilitate the return with the buyer. Please resolve the return before the 5 day hold expires. In case on no resolution, we will close the return in the buyer’s favour and issue them with a full refund, even if they haven’t returned the item. There are a few ways you can facilitate the item’s return:

· Send a courier to the buyers address to get the item picked up and sent back to you

· If you have a preferred courier, you may wish to send your own return shipping label to the buyer

· Find out the return shipping amount by using shipping calculators from the buyer's local carrier website (e.g. Royal Mail for UK), then issue the buyer with a payment through the “send money” option in PayPal. This should be done prior to the buyer returning the item

· Contact the buyer through the return and see if they’re willing to keep the item and accept a partial refund for the damage/missing parts

· Issue a full refund without needing the item to be returned – doing this will automatically close the return immediately

It’s important to let the buyer know the option you chose by contacting them via eBay messages.