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 · Accepted solution]

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 🙂

[chrilinton-for_0]

I'm now being told by the seller that Royal Mail can take "anything up to 30 days" before they resolve the case, so its looking more likely that I'll need to claim for non-delivery, just because it could be stuck in the returns system longer than Ebay will guarantee my refund for.

Very frustrating, and hopefully it will get resolved before then, but I thought I'd update here to share what can happen when shipping goes wrong.

Thanks all for your replies!

[jckl1957]

Open a case today.

You have nothing to gain by waiting.

You can report an item not received using the button below:

Report item not received

[chrilinton-for_0]

@jckl1957 if the parcel does turn up in the next few days (it was only originally due last Thursday) won't it be less drama for the seller if there isn't a case hanging over him? I understand that I'm in my rights to do so, but I want to give him the benefit of the doubt for a little while, if it won't affect my claim in the long run.

[jckl1957]

It won't turn up though.

I have just checked the rules and, as I thought, a special delivery parcel cannot be diverted to an alternative destination.  Neither the sender nor the intended recipient can do this.

https://help.royalmail.com/personal/s/article/Help-with-my-redelivery

If you begin the process, you can get your money back and the sender can cross their fingers and hope that the parcel is returned to them.  The seller seems to be trying to drag this out by getting you to wait for a parcel which is on its way back to them.

[red_magpie]

I want to give him the benefit of the doubt for a little while

You should listen to experienced members here, not to the seller.

It is not your concern that Royal Mail can take "anything up to 30 days" before they resolve the case. That is entirely their problem, not yours. You don't have to wait for him to resolve anything with Royal Mail. Your seller may not mean it this way, but these are classic delaying tactics.

Buyers are  entitled to open a case when an item is overdue for delivery. If the item arrives while the case is still open, you can close it. If it arrives after the case has been closed, you can contact the seller to return any refund you receive.

jckl1957 is absolutely right: you have nothing to gain by waiting - and potentially, everythbg to lose. Every day we hear from well-intentioned buyers who have been strung along with excuses until the time limit has passed - and are then ghosted by the seller. Don't be the next!

[chrilinton-for_0]

Apologies, I wasn't explaining well: the parcel should be going back to the seller, as it has his return address on it. When he gets it, he needs to ship it out (at his expense) to the correct address.

If it doesn't turn up within say a week from now, then it's probably lost and I need to claim my money back and he needs to take it up with Royal Mail.

I understand that there can be shenanigans in these situations. 7 days out of the 30 shouldn't hurt to wait though. What do you think?

[chrilinton-for_0]

Thank you. This is concerning but I appreciate your frankness!