Click and collect package delivered, no collection code

[lastminutes999]

Due to missing deliveries all the time, I decided to go for Click and Collect as I thought it would be easier.

The package was delivered to the C&C location on Wed 26th, I found out after checking the tracking info. Although the Delivery Info shows Paid and Tracking Available, Ready and collected still unchecked.

On the first occasion I used this service, I didn't receive collection code, so I took the eCP number to store. This number was not usable by store. They entered the number, but it was not recognised. Eventually sent a code by ebay after contacting them.

For the current package, I have contacted eBay twice now, but still no code. They have said it will take up to 72 hours for the Click and Collect team to respond. Not sure what to do now, as I only have till Tuesday to collect the item, otherwise it will be returned to sender.

Any advice what else I can do, would be appreciated.

[tressygirl]

Have you checked all emails, eBay messages, spam and the order details for this code?

If not there, contact eBay Customer Services very fist thing in the morning when the lines first open at 9 a.m. on weekends and 8 a.m. on weekdays.  Stress the importance of the time limit that is you must have that code by Tuesday to collect the item.  CS should be able to provide that code for you.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

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

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@lastminutes999 

[lastminutes999]

I have kept an eye on my incoming ebay messages and nothing has arrived with a scan code (QR code). I have an eCP number on the dispatch address, but I have tried to use this before and they cant use this code to register my pickup, they need the QR code.

As mentioned I have spoke to eBay CS on 2 occassions now and all they do is refer me to Click and Collect team, but I have had no response from Click and Collect team or an email or text with the pickup collection code.

I am not confident now that I will get this code, as it has now been 72 hours since the package was delivered to the Click and Collect point. 

I read one post, I dont know if it was you or someone else, but it said if I don't collect the item before 7 days is up, I will lose the item and my money. Surely this is incorrect. If I can't collect it due to an admin error that stops me from collecting it, its not down to me. That is down to either the collection point or eBay. I have no control over it. I am ready and willing to collect it, but without this code, I am being refused it.

[tressygirl]

I do understand you have contacted eBay Customer Services twice,  but unfortunately,  it does sometimes depend on who you get there as to the answer you receive. 

That's why I have recommended only contacting very first thing when the lines first open, there's more chance of Dublin answering.  It's a Call Back option,  so you'll hear if it's the dulcet tones from the Emerald Isles.

I'm afraid the information though you received about not collecting your item within 7 days is correct.  That is,  when that time lapses the store can dispose of it as they wish,  including giving it to charity,  destroying it,  or sending it back to the seller.

In my humble opinion the latter causing the more time to manage,  I believe the first 2 options would be used in preferences.  Those are the terms of Click and Collect items.

@lastminutes999 

[lastminutes999]

Thanks for your response.

After reading the terms of use for Click and Collect, I note the information you mention, 

Your item will be held in-store for collection for a maximum of 7 days from when you receive your Collection Notification. If you fail to collect your item within 7 days, we'll treat this as cancellation of your order. The item will be returned to the seller or may be donated to a charity or disposed of with no liability to sellers, eBay and/or service providers.

But in my case and I'm sure by what I've read, in many other people cases, I haven't received said code by email or text. Who exactly initiates the code transmission. Is it the collection point (I assume it is) or is it eBay at fault or a combination of the 2.

[tobiasd4]

Collection point has to log item in, then ebay send you the code.

Seller and shop don't have the code.

As I understood it, you have 7 days to collect from when item delivered.

This is why I avoid C&C, too many pitfalls.

[lastminutes999]

Thanks for response. 

The information  in my last message was taken direct from the Terms and Conditions and clearly states (highlighted in red) 7 day from when you receive your collection notification. To me this indicates your 7 days to collect item starts once you have received it. 

If your information is correct about the collection point, then I might go to the collection point and ask them to log the item in again, as I haven't had the code. I cant imagine it takes long from the collection point logging in the item to eBay sending the collection code, surely.

[tobiasd4]

We have heard of buyers who never received the collection code, but because they failed to collect item within 7 days, item was disposed of and they lost item and money.

You need to chase C&C team ASAP. 

[plum993]

The seller should add the ECP code to the address on the parcel.

 The buyer is then sent a unique collection code when the collection point scans the ECP code

 If the package doesn't have an ECP code the collection point can't scan the item and the buyer will therefore never receive a collection code. 

Call ebay customer services ASAP using this link for a call back eBay Customer Service