Buyers sending their own courier to pick up

[lordnoise]

What is my situation if a buyer sends thier own courier to pick an item up then want to return it ? Do they forgo their buyer protection ? Would I be obliged to pay for the return ? I'd like to help my buyer but the item was marked collection only. Is there a way I can agree to this and protect myself from paying for a return ?

[*vyolla*]

They'll lose their eBay buyer protection if they send a third party to collect their item, but will still be able to issue a not as described chargeback via their debit/credit card provider. 

[jckl1957]

According to Ebay, buyers who send their own courier/arrange a third party collection are not covered by the Ebay Money Back Guarantee.

However, there have been two fairly recent posts where sellers have had protracted discussions with Ebay, where Ebay have allowed buyers to open return cases and have insisted that the seller accept the return and get the item back at their expense, even though a courier/third party has been responsible for collection.

Remember as well, buyers do have the option of going to their payment provider and bypassing Ebay.

So, in theory, the buyer should not be able to open and win an item not described case if they send a courier, but I would not bet my house on a successful outcome for the seller.

Even if the buyer comes along themselves, carefully examines the item and happily takes it away, they can still start a 'not as described' return and you would be liable for the return costs involved in getting the item back to you.

[lordnoise]

This happened to me 3 years ago. I sold a large furniture item collection only. The buyer pleaded with me to let them send their own courier which I agreed to. The buyer then found some minor damage (which I contend was caused during transit by their courier) and demanded to return it at my expense. eBay took the view that I had to pay and took the money from me. The damage was superficial and fixable but the cost of the return was nearly as much as the worth of the item so I left it with the buyer. They claimed they would take it to the tip but I rather think they didn't. It sounds like I shouldn't take pity on my latest buyer as eBay obviously not sorted this anomaly out.

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[lordnoise]

It's interesting that in the situation I described just now that it was eBay who took the money from my account not the debit/credit people.

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[kyanyama]

The only safe way for collection items is Cash on Collection which eBay removed a couple of years ago.

It's still not a level playing field and buyers have more protection than sellers.  Even if they collect in person they can still claim not as described and could demand a return at seller's expense!  And since eBay has the funds they can deduct the return costs from the seller.

A courier could easily damage the item and the buyer could say the seller sold it like that.  Best to state collection in person only and hope they don't want to return it or claim a chargeback on their bank.

[lordnoise]

Thanks for your help K. I read on other threads that some people think that buyers forgo their buyer protections if they send their own courier. My experience tells me this isn't so and I would challenge those who assert this to show me where this isconfirmed in ebays T and C's.

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[sml192]

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@lordnoise wrote:
Thanks for your help K. I read on other threads that some people think that buyers forgo their buyer protections if they send their own courier. My experience tells me this isn't so and I would challenge those who assert this to show me where this isconfirmed in ebays T and C's.

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It is in the 'eBay Money Back Guarantee Policy' under 'Policy information for sellers':

Exclusions and special coverage when the item doesn't match the listing

Items collected by a third party on behalf of the buyer	Not covered
The buyer arranged their own delivery method, such as a courier pickup	Not covered

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...

[lordnoise]

Thanks SML sure enough there it is in B&W! Maybe eBay made a mistake in my earlier case which is why they paid up promptly when I took them to the Small Claims Court here on the UK. Even after reading it I'm still nervous about allowing a third party to pick the item up.

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[papso22]

I think the difficulty is proving to Ebay's satisfaction that the buyer sent someone else to collect it. 

If the seller can't or doesn't do that, as well as actually pointing out that the money back guarantee exclusion applies, then ebay are unlikely to follow their own  policy.

[lordnoise]

Companies that don't follow their own policies! We don't stand a chance do we!

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