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!

[crikky2108]

It was within the remit of a medium sized royal mail parcel, 61 x 46 x 46 or less 

[crikky2108]

I did enter "Argos" as the store name on the label itself when inputting to click + drop. And it has definitely been delivered there as it shows on the map from GPS when royal mail delivered it

[lastminutes999]

After speaking to eBay CS, I have been informed that eBay are NOT able to supply collection codes. The only way a collection code is issued, is when the collection point puts the eCP code into their handheld scanner. As far as Im aware they cannot scan the eCP code, it has to be entered manually by the collection point staff. Even with this information, on 3 occassions I have had click and collect at the same place, they have failed to follow the procedure and I have not received a collection code. I have had to go to the store and inform them what they need to do, this is obviously a training issue at the collection point.