Delivered to click & collect shop on 12 Nov, 4 days still not ready for collection

[vvequins]

I'm a seller. The parcel was delivered to the shop on 12 Nov, but now, on 15 Nov, it is still not ready to collect. I used DPD and bought the postage label via eBay, and the label includes the ECP code. 
 
The item is not cheap around £75, I would want to ask if after 7 days, the buyer made a claim not received the item( tracking showing delivered to the shop, but not ready for collection), and I also didn't receive the return, is it I need to refund to the buyer? If so, what can I do or claim about this order? I did all I could do. Will it be out of my pocket? I think someone didn't scan the ECP code on their system. I don't know...many thanks.

[tressygirl · Accepted solution]

If you have tracking to show delivery to that C & C point then you are covered for any claim later made,  for item not received.

If the buyer has nott receved the necessary code to retrieve their item ask them to contact eBay Customer Services they will provide this for them. Remind them they only have 7 days to pick up their item after it's notified that it's in store.

A member recently told us here,  that CS had contacted a store with that necessary ECP number as it had not been added,  and this relased the item.

Send this link and information to your buyer,  as to how to contact CS.

This is the easiest and quicket 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 between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@vvequins 

[rjwilmsi]

Ask your buyer to contact eBay customer services. Or if they won't/don't respond then contact CS yourself, get them to sort it out with the shop.

Best outcome is if you can get eBay to sort it out with the shop.

If the collection code is never released then eBay will treat it as a buyer cancellation. If you accept returns then eBay will return the item to you. If you don't accept returns then eBay should refund the buyer at no cost to you (the item may later appear again for sale on eBay because eBay resell the uncollected parcels to a third party).

[signs_and_vintage]

I've had experience here, when we first moved in to our house there was no porch and doing lots of renovations we were using eBay click-n-collect a lot. One £400 package of lights was tracked into Argos then disappeared into thin air. I was pretty patient and the seller was helpful, waited 5 days, Argos manager was clearly a bit 'hmm who have we got here that might have done this...' about it especially as it would have been a big box with custom 'Midlands Lighting Supplies' tape so label or not it should have been a sore thumb on the racking.

Anyway, the seller was fully covered by eBay and I simply ordered again. For delivery to my Dad! We now have a porch too.