Speaking to the buyer

[gb010981]

I listed a large sofa and it has sold.   It is collection only and the person needs to come with a van and two people.   

I am trying to organise when they can come.      But eBay has stopped all my messages - I can't even send a message to say HELLO 

I tried to send them my phone number, because I only get eBay messages when I log into my account, and it seems easier to work out a mutually convenient time for the pick up by talking to each other. 

Now I cannot even speak to them, because not one of my messages is going through. 

I assume therefore, that if I can't message them, then the sale must be off?

There seems to be no Customer Service at eBay or no one to help me with this?  

[tressygirl]

You may have reached your limit for sending messages.

Try one more time today,  but start your message making it very clear that the item has been sold and paid for,  so that the ' little bots' reading your message,  they read them all,  are not confused, and think this is an off eBay sale.

I would start the message something like..... Thank you for buying my sofa from my eBay listing and for your prompt payment,  as per eBay rules we are now allowed to exchange contact details so you can come and collect.  They are ........   .

If that doesn't work,  contact eBay Customer Services explain item bought and paid for and contact details have to be exchanged now for pick up,  contact them now as there's more chance of Dublin speaking,  I would only speak with them!

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.

One more tip, remind the buyer if they are sending a van and not coming themselves ,that they must give the couriers the collection code ( this is your only proof of collection)  otherwise you cannot release the item. 

Just for your knowledge,  if they send a third party to collect they void all eBay MBG for a refund for item not as described.

@gb010981 

[red_magpie]

the sale must be off?

Sales are not "off" on Bay. If you can't complete the sale, you may have to cancel it.

It would have helped to tell us when you sold this item, and whether the buyer has paid. If not, after four days you can cancel the sale as unpaid. This is best for you, if possible, as the buyer is blocked from leaving any feedback.

Otherwise, if they have paid and you have allowed a reasonable time for contact you can cancel giving the reason as "difficulty with buyer's address". Provided you give this reason you will not be penalised with an account defect for not completing the sale.

For more info see: https://www.ebay.co.uk/help/policies/member-behaviour-policies/order-cancellation-policy?id=5298

We don't now why "eBay has stopped all your messages" or whether this might affect the advice given. This is not usual.

[gb010981]

Hi, Thanks for your reply. 

I spoke to a Customer Service person at eBay.  They said that I am not allowed to speak to the purchaser until they have paid.     At the moment they haven't paid.   So I am waiting now, to see if they pay.  

Given that they are trying to arrange pick up time, and I am not able to reply to them, I am not sure if they will pay!  I just have to wait, according to the Customer Service person.  

[gb010981]

Thanks - that's really helpful.  

The buyer has not paid.      So I will wait the four days, and if they don't pay, then I will cancel it.   

[tressygirl]

Aaah,  thank you for that extra,  and very important piece of information!

You can only exchange contact details after payment!  Otherwise,  giving these details before payment can obviously lead to an off eBay sale,  cash is not allowed now for collection items,  payment has to be done through eBay checkout,  after purchase.  Accept no other method.

If they do not pay after 4 full days pass proceed this way.  eBay also send reminders to the buyer to pay after 2 days so need for you to remind them.

Can cancel the order citing Buyer Has Not Paid.

This gives the buyer a deserved strike on their account, if they gain another , they will not be able to buy from the majority of sellers on eBay for a full 12 months, sellers who have blocked 2 strike non payers.

Always too, block any non payer from returning to your sales, here:

https://www.ebay.co.uk/bmgt/BuyerBlock?

@gb010981 

[john1297576]

Just send an invoice, with message on invoice that you cannot provide details for collection until paid.