Buyer changed parcel to collection

[tranceenthusiast]

Hi all, I sent a parcel a few days ago. 

I used the eBay QR code drop off to send to the buyers address on file like I alsways do. I've noticed the buyer has changed the delivery to collection from a post office. 

The parcel says ready for collection with an explanation mark! They have not collected it today and the post office they have sent it to us closed now. 

What has my buyer done here and am I protected from a potential INR? 

Thanks. 

[papso22 · Accepted solution]

As long as you sent it to the address the buyer used at checkout you are protected.

If they have chosen to redirect en route that's their choice.

[tranceenthusiast]

Thanks Papso, 

Yep I just asked customers service too and the rep told me the buyer has voided MBG, by redirecting. 

I'm sure the buyer has their reason for redirecting. 

Ebay is more hassle than it is worth. I had to pay two lots of postage on this one too! 😂

[tranceenthusiast]

Hi again,

It seems my buyer still has not bothered to collect this packaged. I'm really not sure why they have chosen to redirect as it was a small package that fits through a letter box. 

What can I expect to happen here? I understand you and the customer service agent I spoke to have confirmed I'm protected. But what will happen if the buyer contacts me or EBay  stating they have not received?

As memntioned I shipped to the buyers address on file via RM QR code drop off purchased through eBay. 

Thanks in advance. 

[tranceenthusiast]

Basically how should I respond if and when the buyer contacts me? 

Thanks in advance. 

[*vyolla*]

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@tranceenthusiast wrote:

Basically how should I respond if and when the buyer contacts me? 

Thanks in advance. 

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Tell your buyer that tracking number XXXXX shows that their package has been delivered to the address they selected at eBay checkout, which is their local Post Office, and that it's waiting there for them to collect it.

If they leave it too long and it gets sent back to you, then if they open an item not received claim just respond with the same - Tracking number XXXXX shows that their package has been delivered to the address  selected at eBay checkout, which is the buyers local Post Office. That's all you need to say.

[tranceenthusiast]

Hi there,

Thanks for the response. 

Only problem with that response would be that I sent to the buyers home address on file via automatic QR purchase as I always do.

The buyer has then for some reason diverted the package to her local post office. And has not collected it as of yet. 

Very frustrating that buyers are able to do this, I'm sure the buyer has their reason but it seems very odd to me. As the package is letterbook size. 

[papso22]

Then you slightly alter your message to reflect what they did.

[tranceenthusiast]

May have miss read this, basically if they don't collect RM will return the item to me? What if the post office has not scanned it when the buyer collected? 

Cheers. 

[tranceenthusiast]

Ok, so in no way will I be liable for this, even if they put in a claim? 

It's so odd they have done this, they said they needed it for a Birthday present, so i sent it same day. 

I had to pay two lots of postage on this one because the muppet at the post office claimed that they are no longer allowed to "guide" packages through a post box.. I was actually going to cancel and refund, but I went ahead and paid second postage because I didn't want someone to not get their B day present in time lol😂

Seems so odd they have done this when they claimed they needed the package ASAP. Obviously alarm bells are now ringing.  

EBay just isn't worth the aggravation there is always some silly issue.  

[tranceenthusiast]

Should I ask the buyer why they redirected and haven't picked up? 

[papso22]

We can only tell you what ebay policies say and they give you seller protection in these circumstances. 

Have a read of the money back guarantee, that's where the protection is set out, either explicitly or as an exclusion for the buyer.

[tranceenthusiast]

Cheers guys I'm gonna just forget about it. 

The buyer has for whatever reason chosen to divert the parcel if they don't collect , then like you say  it's not my problem. Seems I'm covered here . 

Cheers all. 

[tranceenthusiast]

Hi another user has just responded to a reply I left on their thread with a similar situation. They are saying they had to go through Royal Mail to get the money back. With that in mind I'm assuming the seller is not protected if the buyer redirects. My buyer has still not collected the item and tomorrow is the final day shown on eBay meaning they can open INR tomorrow. 

Remember I have used the automatic QR code purchase to send to the buyers address on file the buyer or someone has redirected it to their local post office and not collected or it had not been marked as collected. 

What should I do when and if this person puts in a INR? It's gonna be a pain if they do it.  I'm certain this is person will INR me. Why else would they redirect an item that fits through a post box? 

[tranceenthusiast]

Should I just ask them why they redirected? 

[papso22]

Not similar at all.  It's also highly likely that the other member did not handle their case correctly, you have to spoon feed ebay in these cases to remind them that you have seller protection.

If your buyer opens an INR you put all the facts into the case, highlighting that you sent to that address ebay gave you and the buyer redirected it hence you have seller protection.

Please stop looking for issues before they happen.  Just tell your buyer that their parcel, which they had redirected, is waiting for them to collect.

[tranceenthusiast]

Cheers needed to hear this! I'm assuming the fact that I only use the QR code to ship works in my favour too, because I do not do anything except purchase it and have it scanned. Fingers crossed nothing with happen except an update with a green tick saying delivered! 

[tranceenthusiast]

And yep I already have " spoon fed " eBay. I literally have a screen shot of the CS rep saying the buyer has voided MBG. 

So I'll be attaching that to any INR claim. 

Cheers man! 

[tranceenthusiast]

Buyer has still not collected and it now says running behind. Should I contact them to remind them the parcel that they redirected is available for collection at their local post office where they redirected it to? 

Cheers 

[papso22]

I thought you were going to do that 2 days ago?