Package refused at delivery point and being returned

[greyenough]

Hi

I sold a item, and the buyer chose a click and collect point at a local co op for delivery. The item was refused delivery at co-op multiple times and this is shown on the tracking, the item now is on its way back to me. The buyer claimed to have spoken to royal mail who he said told him the address was incorrect. I always take photos before I dispatch so I was able to show buyer that the address was same as he provided. Upon seeing the photo he decided he wants me to chase it up with royail mail? 

I dont know what I'm supposed to be doing when on my end everything was sent out correctly. He still wants the item, item value was £145, so I sent it Royal Mail Special delivery, which cost £12.75.  I dont want to be in a position where I am out of pocket for the postage if I get ebay involved?

What do i do? 

Thank you

[technthread · Accepted solution]

Did you add the eCP code on that eBay gave you in the address details? It sounds like that is the issue, if it isn't on there for the Co-op log it onto their system it is pointless them accepting the parcel. 

[tressygirl]

If you revceive the item back and it's in good order,  same as sent out,  you'll have the item and the buyer's money so one has to go.

After receipt of the item, cancel the order,  citing Problem with Buyer's Account,  this will fully refund the buyer,  refund you your seller fees,  and your seller performance is not affected.

You can then relist the item, add any postage costs lost to the starting price of the item.

Explain the process above for the buyer to buy again, but at eBay checkout before paying, for them to check the delivery address found on the left hands side of checkout is correct. 

I would suggest for them not to use the Click and collect option, advise them the same issues could probably arise,  so their home address the one they have registered on their delivery orders on their eBay account,  should be used.

@greyenough 

[greyenough]

I didnt write the eCP code. Ah damn it. Thank you for letting me know. I appreciate it.

[greyenough]

Thank you for replying. I didnt include the eCP code as mentioned above.. I am guessing this is whats caused the issue. I will let the buyer know about choosing their own address rather than click and collect. I appreciate your help and post.

[ile136yz]

What was the actual reason on the Courier's Tracking for not delivering multiply times, the wrong address of the Co-op Shop chosen by Buyer , a problem with parcel or something else?

The reason I'm asking is to see what the next steps to take.

[greyenough]

It said it had been refused. The address was correct but I didnt include the eCP on the box and that may have been why it was refused. There was no details about problem with the parcel etc.