DHL fails to collect item for a week and cannot speak to anyone at DHL

[linziclare20]

I sold a large item on 26 November and took it to DHL collection point same day.  Each day I receive was receiving a notification from DHL of a window for collection. Each day they failed to collect it. Buyer was giving a delivery day, waited in all day, DHL failed to deliver. Parcel still sitting at collection point - owner of store is now asking me to take it as hasn't been collected.  Have been contacted DHL and raising a ticket most days. They sent a van driver to my home address to collect it! I told the driver it was at the store - he didn't go and collect it. The buyer has no item, I have no money and there seems no way of contacting either Ebay or DHL to sort it out.  Buyer is thankfully patient and we messaging most days updating each other. My thoughts are that he should cancel the collection with DHL and I should collect the parcel and he should arrange an alternative courier.

[**peaseblossom**]

DHL are doing this a lot.   If you can cancel the collection I think you will have to do that.   You can cancel the transaction with buyer's agreement via the dropdown menu arrow for the item on your orders list.    Then relist for the buyer to buy again.   Maybe use collection by buyer this time.   Buyer can arrange a courier but give you the collection code via message before they take the item, so you have proof.

See "Proof of collection" on here:
https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/local-collection?id=4181

If you need a refund of the DHL  postage you can apply for that here:

https://www.ebay.co.uk/claims/simple-delivery/refund/seller

[tressygirl]

@**peaseblossom**   is correct DHL seem not to be able to cope with this extra eBay volume, doubt the Xmas volume helps , too. 

eBay are also aware of this,  and a Community Manager made this statement a few weeks ago in the Wednesday Community Weekly Chat here on the forum:

You can use your own courier if you wish. DHL are experiencing higher volumes than usual and are working on this to improve the service level.  A refund request for the postage can then  be made.

@linziclare20