buyer has not picked up from a collection point

[dand7009]

A buyer bought an item and asked for it to be delivered to a collection point, the buyer then states they forget to collect the item until over a week later, when she went to the collection point, she was told the item has been returned to the seller, as the wait period had elapsed. I have not received the item back and the buyer is now asking for a refund. I have tracking proof that the item was delivered to the collection point.

I would think, that I have completed my end of the deal by carrying out the buyer's request to deliver to a collection point of the buyers request. the failure of the buyer to collect the item should not cause  me to lose out by having to refund the buyer and I also lose the item (£50+ )

Can someone tell me how I stand on this issue

regards

[the-nutwood-collection]

As the item has been delivered, you should be protected against an Item Not Received claim.  If the buyer opens an INR case, make sure you enter the tracking number against the case.

Hopefully, the item will eventually make its way back to you.  When it arrives, you should refund the buyer.  You are under no obligation to refund now - the item may never be returned to you.  In my experience, Royal Mail parcels take two to three weeks to return and it was three weeks before a 'lost' Evri parcel arrived on my doorstep.  Understandably, returns are not a priority to carriers.   

You may be able to see where it is at the moment by entering the tracking number into the carrier's website.

[zoomingmouse]

If they open a case for item not received & tracking shows delivered to the address given by Ebay then the case should close in your favour.

What I would add is that it's usually best to keep an eye on your deliveries if possible as prevention is the best way forward. I've had it myself & now always message the buyer when a parcel arrives that needs collecting. Some buyers are just too busy.

https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4... 

[xyz307xyz]

It may depend on whether this was Simple Delivery or not - two different types of SD.

I think the below refers to the non SD C&C:

https://pages.ebay.co.uk/clickandcollect/

"You’ll [buyer] receive a refund within 6 working days of the seller receiving the item back." It implies it's automatic, but I've always collected my ebay parcels (have missed a few Amaz** ones) and I don't offer C&C as a seller - mainly for this condition and the idea that the buyer could just change their mind/find the item elsewhere and not bother collecting it.

It would be interesting to know what you need to refund - item cost and postage, item cost only or even something else. thanks

[xyz307xyz]

I meant "two different types of C&C" above.