Item sold included shipping costs, after the sale the buyer decided to collect instead of shipping.

[rostock2020]

As a result the item shows on ebay as not delivered. 

The customer has provided feedback so he has them.

There are no options to make alterations on my account.

My funds have been held by ebay for almost 1 month.

This can't be right. What can I do?

[tressygirl]

The rules for a collected item changed recently so that after purchase and payment through eBay checkout, the buyer receives a collection code,  and it is this , when scanned  y the seller, proves the item was collected / delivered.

Listing as a postage item, and  then a buyer collects ,  this code is not available ,  and there is no other way to prove collection.  Feedback releases payouts sooner only if the item is of a value of £25 or less.

With no tracking a payout is released after 14 days.  If yours has been held for a month,  then this looks like a  'returning seller'  extra initial hold.     These are placed on some items for security reasons.

If money has been held for a month it is worth trying Customer Services explain a postage item was collected, a month has passed, no case opened, feedback does show buyer is happy with the item, can they please release that payout,  worth a shot.

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 8 a.m. - 10 p.m. on weekdays

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

Automated agents will be available on chat outside of the above hours.

I recommend contacting CS first thing in the morning as there's more chance of Dublin answering.

@rostock2020 

[papso22]

If you don't follow the proper processes, things don't work properly. 

You have no online evidence of tracking and no collection code, so will have to wait.  The wait could be up to 30 days if you are a new or infrequent seller.

[rostock2020]

Good answer I know that now. However he paid and collected - he broke the process not me
Goods were collected on 13 Feb 25 - Its over £700.00 waiting so well over 30 days which I accepted at the time. that period is overdue
I need these funds.
I need a solution.

[rostock2020]

Thanks 
The goods were collected on the 13 Feb.
well over the 30 days - is £700 and I need the cash.
The buyer said he didn't receive a collection code.  
Its the buyer who broke the process not me.  
There was no IT solution available to me to resolve this.

[tressygirl]

---

@rostock2020 wrote:
Thanks 
The goods were collected on the 13 Feb.
well over the 30 days - is £700 and I need the cash.
The buyer said he didn't receive a collection code.  
Its the buyer who broke the process not me.  
There was no IT solution available to me to resolve this.

---

The buyer did not break the process,  they would not have received any collection code as the item was listed with a postage cost.

It is because the process wasn't followed correctly and it is a lot of money hence the longer hold placed on this payout.  

As I suggested above,  use the link to contact CS,  but do so only very first thing at 8 a.m. you need to speak to Dublin only about this,  it's a Call Back option so you'll hear the dulcet tones of the Emerald Isles.

@rostock2020 

[rostock2020]

Done it. I spoke to a human being. Thanks for your responses. Its lodged as a complaint against IT solutions.

[red_magpie]

Its the buyer who broke the process not me.

No, he didn't. You listed it for delivery only, which meant that eBay would require proof of delivery to release your payment.

You didn't have to let the buyer collect it, but by doing so it meant that you would have to wait for your money to be released. In fact, as you're a returning seller with almost no recent feedback for selling you would probably have had to wait for up to 30 days anyway.

More worryingly, you took a big risk allowing the buyer to collect it. You will have to trust that they are honest, because without proof of delivery if they claim not to have received it you would have had to refund them in full - if necessary, eBay would have enforced this. Depending upon how they paid eBay this could happen up to several months after the sale.

[rostock2020]

Agreed. 
Pity the IT system is not yet flexible enough to make the changes.
I have registered a customer complaint.I have spoken to Dubin just now they fully understand my issues and have seen the messages between the buyer and seller which show exactly the IT problems we both faced.
Thanks for the feedback. 

[papso22]

Are you saying this is more than just a payment hold then?  What 'IT issues did you both face'?

[rostock2020]

No idea. 
The conclusive comment on 13 Feb  is my payment is available.  
My reasoning is that ebay missed their cut on the shipping costs because the customer collected.
They keep my funds for over 6 weeks to compensate with no IT solution available to solve the issues.
Try it yourself. Put a low cost item on with shipping costs. You  buy it complete the sale but insist on collection after the sale is made.