Sender shipped via Royal Mail to pickup point and they refused delivery

[chrilinton-for_0]

I ordered an item to be delivered to a Click-and-collect location, and the seller shipped it to that address via Royal Mail Special Delivery. When it arrived they refused delivery; and on the Royal Mail order tracking page it says "Returned to Sender: Sorry, we were unable to deliver this item on 11-08-2025 as it was incorrectly addressed. It will now be forwarded to our National Returns Centre to determine the sender's details."

Earlier today the ebay tracking info was something like "waiting to be picked up" but now it says "tracking number provided"

What is the best course of action? Do we have to wait until the package is hopefully returned and then try and get it delivered to another address? And why did the Click and Collect address not work?

[john1297576]

You are the buyer, so it is up to seller not only to address correctly but to put the code supplied by ebay in the package. Without that the store cannot identify you.

Nothing can be done until returned to seller, but if he has not put a return address  then it will not get back to him.

What you can do once estimated delivery date has passed, is open a not received case to get a refund.

[chrilinton-for_0]

I've asked the seller now, let's see what he says.

[jckl1957]

For a C&C parcel to be accepted, the seller has to include the eCP code.

Ebay supply that as part of the address and it must be on the package otherwise the C&C store can't log it in, can't match it to the buyer and won't get paid for handling it.

[chrilinton-for_0]

It turns out the eCP code was not on the package, which explains things. The seller instructed Royal Mail to redeliver the package to my home address and Ebay do think that Royal Mail are delivering it now (rather than waiting to be picked up).

However the Royal Mail tracking page still thinks it is being returned to sender, and I got an email from ebay saying the item has been delivered, but is not ready to be picked up. So it looks like the wires are thoroughly crossed now.

The good news is that there is a return address in the package, so hopefully it won't go into the void. But goodness knows what will happen next.

Thank you @jckl1957 and @john1297576 for your replies! I will update the thread when I hear more.

[red_magpie]

let's see what he says.

Don't leave it too long.

If the item was not successfully delivered to your nominated click and collect store you can open a case under eBay's money back guarantee for a full refund. The time limit is 30 days from the latest estimated delivery date. 

We regularly hear from buyers who have allowed sellers so long to resolve problems that eBay's time limit has expired. One day past 30 days and eBay will have no interest. Ditto Paypal.

[chrilinton-for_0]

Thank you @red_magpie , great point.

The longest the package should stay in Returns with Royal Mail is 18 days; added to the delays around shipping that leaves it a bit close for comfort. The estimated delivery date was actually this Thursday though (I presume the click-and-collect shipping is a lot slower than Special Delivery) so there's a reasonable amount of time left to sort this out. I'll keep an eye on the calendar though 🙂