QR codes not being received - Click and Collect - What is the solution ?

[dch2112011]

I wonder whether some of you top sellers and buyers can throw some light and suggestions as to why buyers seem to be regularly not receiving QR codes needed for collection and any suggestions how ebay could reduce this happening - it seems quite a few members are raising the issue and how it is negatively affecting them.

I ditched click and collect years ago because of the number of returns but have no real knowledge of the current system but the problems seem to persist.

I put it down to kids ordering on their parents account or buyers just couldn't be bothered to collect, I am thinking that maybe I was wrong.

Should sellers be told not to ship until ebay confirms the QR code is sent, should a copy of the QR code be sent to both buyer and seller, should ebay confirm where they sent it to.

I need input from those of you who actively use Click and collect as to why you think this repeats itself and ways to reduce buyers stating they never received the code and sellers annoyed at the returns

[marco@ebay · Accepted solution]

Hi dch2112011, thanks for your post.

If you confirm the item number for the transaction in question, I can look into this no problem for you. Please note that if you are not the buyer who didn't receive the QR code, we won't be able to take further actions unless the account holder contact us.

Thank you,

Marco

[dch2112011]

Hi Marco, thank you for reaching out, many apologies for the delay in responding. I have no particular problem with click and collect.  However there are several posts from buyers and sellers stating that buyers are not receiving the QR codes which are needed to collect the purchase. They all seem to avoid how this can be solved.

I am sure ebay send the QR code -  whether a buyer changes email or phone numbers and neglects to update their account, the message goes to spam or they block ebay messages or a family member orders on another family members account and does not receive the code - who knows.

So I thought I would ask members if there was anything that they thought ebay could do to help this repetitive situation for example by notifying sellers and buyers when the code had been sent.

The most useful maybe to somehow get the buyer to acknowledge receipt of the QR code - how this could fit in with ebay's system is uncertain - but if it was possible a message to seller saying buyer confirms receipt of QR code would be helpful and maybe a  'not received QR CODE,  request it is resent' button would help - with a contact code if it is not received by attempt three ? I thought that members would be willing to offer ideas but apparently not.

I know as moderators you do read the posts and pick up on ideas and repeated grumbles - it seems this post did not fit in with the 'ebay is no good theme' which repeatedly appears - apparently if you dare be positive about ebay and the efforts made to assist buyers and  sellers - you are a spy working for ebay and receive abusive comments - not that this worries me but it surprises me that not more members voice support  for ebay efforts and try to understand the system that ebay use to faciitate buyers and sellers needs.

Most posts deteriate into scam buyer, dishonest seller, ebay doesn't care categories which is not really helpful - go against the flow and support ebay and the wolves gather .

Any way once again thanks for reaching out it is appreciated I doubt I will post or respond much more on this forum it really is negative.

[emmajane567]

Just to add more weight to this, we have just collected a large value item from a seller. They later messaged to request a QR code and a 6 digit number, neither of which we had received ( and we've never been asked for before on multiple previous collections). We had to look QR codes up on the eBay community and ended up messaging the seller back and explaining how to confirm the collection via the drop down menu in item details. 

[barry.110]

I wonder if the problem is when people are writing the address label, rather than buying postage through EBay, they aren't adding the eCP code to the package so when the shop it is going to they can't add it into the system that then generates the code for collection.

I don't think it helps having the other code you often get in the address for orders that start "ebay". You don't need to include that when writing out the address so you get so use to omitting that that when you get one that starts eCP it is quite easy to not include that as well. I know I have almost come a cropper when sending out a Click & Collect order, it is only that the address was for a newsagents that I caught that I needed to add the code.

[mod81]

Ive just experienced this myself with a buyer, the courier tracking shows the parcel was received at the click and collect location on the 28th Sept, but the buyer has still not been issued with a QR code to go and collect it.

So the buyer took it up on themselves to go to the store and see if they could pick up the item without the QR code, and despite them having ID matching the name on the package and the staff at the click and collecct store confirming the package was there, they would not give them the parcel without the QR code.

The buyer is now quite rightly fed up of waiting for their order, which at this point which had been at the store for 5 days. The buyers has now messaged to say they don't want to wait any longer and want to cancel the order and be refunded.

So now because parcels are hanging around in click and collect stores for 5 days plus without being logged into the ebay system and QR codes being sent to the buyers, I am going to loose out on this sale and have paid to ship the item for it to sit around in a store for the best part of a week. And no doubt its going to be another week or two before i will even get it back to be able to relist it on ebay.

[papso22]

Buyers need to be proactive and contact ebay direct for the code.  Otherwise if they don't collect in 7 days they won't get it.

I don't think they can cancel at this point. 

[rockmann2000]

Hi,

My item has been delivered but I have not received a collection code to collect.

Item number 186785760201. Seller is ZANEX. Have sent them a message and tried to contact ebay

just going around in circles no help topics answer my questions

[marco@ebay]

Hi rockmann2000, thanks for your reply.

Do you know when was the item delivered to the collection point? Sometimes it might take a while for the item be ready for collection, so it if was delivered today, it might take a while for you to receive your collection code.

Thank you,

Marco

[marco@ebay]

Hi rockmann2000,

Just a quick update on this, this is currently under investigation, and we will get in touch with the collection point to get an update. I was told I'd get an update within 24 hours, but I will be off for the next couple of days. It is very possible that you will receive your collection code soon, so keep an eye out in your messages.

If you don't get an update within 24 hours, I will check with you once I'm back on Monday.

Thank you,

Marco

[rockmann2000]

Hi, Marco,
Thanks for your quick reply, I got through to Ebay customer service by phone and contacted the seller, both sent me the same code
which I printed out but, was found to be invalid at the collection point, which by the way is 20 miles from my home ( long story ???).
meanwhile the real code had come through on my mobile, I`m guessing it was your solution ?? that saved the day otherwise the item would
still be in the store.
Thanks again for your help

[marco@ebay]

Hi rockmann2000, thanks for your reply.

Sorry, I am still going through the backlog from over the weekend. I've just checked there, and yes, the team said they've issued the code for you. Glad to know it worked for you. 🙂

Anything else, you know where to find us. 👍

Have a lovely week,

Marco

[essex_lou]

Having the same issue. Parcel was delivered Thursday. The chat team says they'll get back to me 48 hours via email but by that time it'll be heading back to sender! Oh and it's a christmas present for my son! 😓

[lastminutes999]

eBay cannot issue the Collection code. I have asked the eBay Click and Collect team. This has to be initiated by the collection point. It seem that the Click and Collection point are not being trained properly, hence, no collection code are being sent out. I spent 15 mins at the collection point persuading the staff that they had to scan the packages correctly for the code to be sent and finally after them refusing it was their fault, that they eventually got the eCP code registered and 5 minutes later I received the illusive code via email.

[lastminutes999]

But, after all this. The collection point is still not doing the scanning properly, as I went down to collect something this morning that I hadn't had a code for and had exactly the same issue. It surely isn't that difficult...

[61stephenuk]

eBay can issue the collection code and have done so this week as can be seen from this post 

https://community.ebay.co.uk/t5/Member-To-Member-Support/Can-t-receive-QR-code-on-my-non-smart-phone...

[lastminutes999]

According to eBay Click and Collect team they cannot and the link you provided does not indicate that a collection code was provided by eBay, it merely indicates the person was able to collect the package.

[artimes_hunting]

I am a buyer and have this problem. I've used click and collect for a long time, but in recent months I've had troubles getting the collection code although I can see the parcel has arrived.  I contacted Ebay via their chat (which is a pain as the chat keeps trying to give you standard answers, so you have to ask repeatedly before getting an actual person). A code was delivered the first time, the second time the parcel was no longer there, and this time I got a follow up email telling me to not worry as I can always ask for a refund if it doesn't arrive! I was astounded. Firstly, I want the parcel - it's there waiting for me. Secondly, how is that fair on the seller? They make a loss when it's not their fault. I am assuming at this point that staff at the collection point fail to register the parcel when it arrives or even steal it, so it obviously needs fixing - I've flagged this up, but it doesn't seem ebay cares?

[lastminutes999]

The latest package I was waiting to pickup (again I was waiting for the collection code), I had already been down to the collection point to try to get the package a few times, because I was sure that I was not going to get the code without going down there. The first time I went down there it looked like the staff member just didn't want to help, so I went down again today and managed to speak with the manager. He was very helpful and actually showed me what he was doing  and on this ocassion it was the system that creates the collection code through the package scanning that was at fault. He showed me him scanning the item and it was producing an error. He then put the eCP code in and it was producing the same error, although it was coming up with the information about the package. So, it was never going to send the code because of the error. But this doesnt help me as a buyer. I think in these cases where there is obviously a technology issue, that you need to get ID from buyer collecting and match that again the name on the package and if that matches, give the package to the customer and on this occassion he did, thankfully.

I have now got some things ordered for click and collect, but this time I have used a premier corner shop and Sainsbury Argos. I may post here to let you know how that goes.

This click and collect is a minefield of issues. I think alot of people have issues and even though alot of people dont have problems, too many people do and it needs to be sorted out 

[robus-ebrlml]

I also am having an issue with this. My buyer did not have a qr code or 6 digit code. I saw the emails and app. Ebay why can't I over write this as collection or no qr code available. We kept getting error messages on the buyers phone. 

I am now stuck trying to get this code. Ebay what happens if I don't get it. Ebay how do I get paid? 

Surprised this is still an issue 1 year on from this message.