Click + Collect Problems!

[crikky2108]

I am a business seller and opted in for click + collect, so that buyers could use this option to receive their parcels. One particular customer kept buying items and it would show an ECP code when their order came through on my sales. On one order at beginning of Jan 2025, there was no ECP code and I absent-mindedly sent the parcel. The buyer is struggling to collect the parcel from the click + collect location, and now they have opened a case for "item not received". I am struggling to get in contact with the click + collect store because they wont answer the phone. What are my other options? It doesn't give me the option to "report a problem" on the case, only to refund the buyer, update tracking, or message the buyer. 

Surely the fault lies with eBay not providing the ECP code when the order came through to me? 

HELP!

[cobwebcottage]

If you bought the label from Ebay, you are covered. If you didn't and have proof that they was not a number then you should also be covered.

Parcels without an ECP code should be returned to the sender.

Ebay have a C&C team so call CS and ask to speak to them.

[crikky2108]

I have called eBay's customer service team, they tell me that the ECP code is not provided to the seller, and that the buyer needs to contact eBay to get hold of their ECP code. Have advised the buyer of this, so hopefully eBay will help them. Thankfully eBay have advised me that I'm not at fault with this therefore I shouldn't lose money. 

[4_bathrooms]

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@crikky2108 wrote:

I have called eBay's customer service team, they tell me that the ECP code is not provided to the seller, and that the buyer needs to contact eBay to get hold of their ECP code. 

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This is why I don't contact customer services unless I have absolutely no choice but to.

The ECP code is provided to the seller and must be included on the address label; it is used by the receiving collection point to identify the parcel. The buyer is sent a unique collection code when the collection point scans the ECP code (the collection code sent to the buyer is not the ECP code). When the buyer shows their collection code to the collection point the collection point can marry the two codes together so the buyer receives the correct item. If the package doesn't have an ECP code the collection point can't scan the item and the buyer will therefore never receive a collection code. 

How did you purchase the address label; did you purchase it via eBay? If there is definitely no ECP code shown in the delivery address it is definitely not a Click & Collect order. There is a chance your buyer didn't understand how C&C works and simply entered the address of their local shop as the delivery address thinking that was how it worked.

[papso22]

I am struggling to find anything correct in that 'advice' from ebay CS.

Do you have tracking showing delivery to the C and C collection point?

[buffster1963]

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@crikky2108 wrote:

I have called eBay's customer service team, they tell me that the ECP code is not provided to the seller, and that the buyer needs to contact eBay to get hold of their ECP code. Have advised the buyer of this, so hopefully eBay will help them. Thankfully eBay have advised me that I'm not at fault with this therefore I shouldn't lose money. 

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I think there has been a misunderstanding here. The buyer can call ebay to get the collect code to pick it up if not sent one. Without an ecp they cannot get the collection code. If there was no ecp code on the parcel then the shop would have refused it so there will be no parcel to collect anyway. 

[jckl1957]

If there is not an eCP code on the parcel, the shop will refuse it.

The eCP code enables them to: register they have the parcel; match the parcel to the buyer; get paid for handling it.

Hopefully, you put a return address of the parcel and it is on its way back to you.

As advised, you will need to speak to Ebay - sometimes getting them to understand the issue can be a problem so you will need to be clear and assertive.

You should refund the buyer - they are an innocent party here - then pursue your case with Ebay who provided incomplete details.

[4_bathrooms]

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@jckl1957 wrote:

If there is not an eCP code on the parcel, the shop will refuse it.

The eCP code enables them to: register they have the parcel; match the parcel to the buyer; get paid for handling it.

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If there's no ECP code in the eBay sales record it isn't a Click & Collect order. In that case the OP just needs to enter the tracking they have into the case that is open.

The OP hasn't yet answered how they purchased the shipping label. If they purchased the label via eBay they're not liable for refunding if they have a delivery (or attempted delivery) scan. Yes the buyer will lose the eBay INR case but once they do they should be advised to open a dispute with their payment service provider (i.e. file a chargeback). The OP's tracking would protect them from being held liable for refunding via the chargeback leaving eBay ultimately responsible for funding it.  

[crikky2108]

Yes I have tracking showing delivery to C+C collection point. 

[crikky2108]

Yes i thought that. Every other item that this person has bought from me, there was a code on the address. But not on this occasion. It was delivered on 4th jan to the C+C shop - surely they should have sent it back by now! But they wont answer phone i've tried 10x so far today

[crikky2108]

All my labels are purchased through Royal mail click + drop website, postman collects from me, everything I post is sent tracked 48 and I have proof of delivery to the C+C shop (photo + location stamp). Tracking has been added to the order as soon as it was posted, and i've re-added it on the open case. 

[4_bathrooms]

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@crikky2108 wrote:

All my labels are purchased through Royal mail click + drop website

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Have you double-checked the eBay sales record? If the sales record shows an ECP code in the delivery address you will almost certainly lose the INR case.

[crikky2108]

Yes double and triple checked. No ECP code whatsoever. I attached a JPG on my initial post. Normally the ECP is below buyers name or 1st line of address, but nothing there. Nothing on order details or anywhere. 

I do think it's probable that buyer has not gone through click + collect when placing their order, maybe just entered the C+C shop address as their delivery address! 

[4_bathrooms]

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@crikky2108 wrote:

Yes double and triple checked. No ECP code whatsoever. I attached a JPG on my initial post.

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So you did. My apologies; I missed that.

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@crikky2108 wrote:

I do think it's probable that buyer has not gone through click + collect when placing their order, maybe just entered the C+C shop address as their delivery address! 

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That is what I thought had happened and still do. Also, that address belongs to an Argos store but it doesn't state "Argos" in the address given by eBay. Whilst it should still have got there did the previous C&C orders you received from this buyer state "Argos" in the address? It just seems odd the store name is missing.

[4_bathrooms]

Now that I think about it, what was the approximate size and weight of the package? Is it at all possible that C&C would not have been available at checkout for the order involved?

[papso22]

So the buyer wanted C&C as usual, saw it wasn't available, and decided that they would just put the shop address anyway?

Sounds plausible.

[4_bathrooms]

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@papso22 wrote:

So the buyer wanted C&C as usual, saw it wasn't available, and decided that they would just put the shop address anyway?

I'm pretty sure that or something very similar has happened. It does not appear to be a C&C order at all to me.

[61stephenuk]

Scratch this I was getting confused

The ecp is on your label after rochford rd,the store needs to enter this for the buyers FM collection code to be issued

[buffster1963]

Isnt that just the usual ebay plus numbers that is on all addresses and not an ecp code. 

[4_bathrooms]

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@61stephenuk wrote:

The ecp is on your label after rochford rd,the store needs to enter this for the buyers FM collection code to be issued

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That "ebayabc123"-type code is not an ECP code; ECP codes always start with "eCP:".

The "ebayabc123" codes are generated on all Royal Mail labels whether the order is C&C or not. Whatever those codes are it is something between eBay and Royal Mail.