Sellers Beware - Collection only listings danger. Any advice?

[oneofffinds]

I had 2 buyers for the same item in September when I reduced the price.  I sold to the first bidder to be fair.  The item was collection only stated clearly on the listing because it is antique and fragile glass.  I told him he could collect anytime.  He knew it was collection only.

After 44 days, he asked for a refund.  Because I had lost the other buyer and did not want to have to make a new listing, I told him he could still collect but I would not cancel the sale.  

Because he asked for a refund after 44 days, eBay automatically closed the case and that was that.  I never closed the case, I just said he could come get it.

Next thing I know he left me horrible feedback even though this is all because he couldn't be bothered to collect and changed his mind more than one month later. 

This brought my Seller Rating down from 100% positive to 66.67% positive ruining many years of a 100% track record.  eBay agreed to remove his negative feedback because if was unfair but will not restore my rating even though I did nothing wrong. The Customer Service person said he cannot change Ratings and also that I cannot escalate this problem. With a 66.67% rating, obviously I can never sell anything again. 

On top of that, he asked Paypal for a refund.  Because the item was Collection Only, I do not have a Tracking Number.  All the proof I have is on eBay in my Messages where I gave him collection details and how to contact me and the dates he bought and cancelled, and his messages saying he would come soon, but these are not files I can attach as evidence on Paypal's system. 

So a lousy Buyer who decided he can't be bothered to collect has wrecked my Seller profile and there is nothing I can do after hours of trying to get eBay to correct the problem.  

If anyone else has had a similar experience and was able to sort this out with eBay so their ratings were not affected, please will you advise. 

And for any sellers out there, be careful about Collection Only items as there is no protection for you if a Seller just changes their mind. 

There ought to be a policy that a Buyer has to collect within 30 days or something to protect Buyers and stop this kind of time-wasting person who then also can wreck your Profile even when you have done nothing wrong. 

[red_magpie]

Your account is incorrect in one important sense - you did not list it for collection only. In eBay's Postage and Payments section, which is what counts, you didn't even mention collection - you only offered to arrange a courier.

If I have understood events correctly, your buyer opened an eBay case, which eBay then closed in your favour because at 44 days it was beyond their 30 day time limit to claim.

He then opened a Paypal case. You haven't actually told us whether they supported him! If they did, it will probably be because they were confused by your reference to arranging courier delivery.

If so, you should certainly appeal, as the full description makes clear that it was for collection, and no charge had been included for delivery. Paypal's buyer protection policy excludes items sold for collection. The procedures to file a complaint with Paypal or, in the last resort, to appeal to the financial ombudsman are explained in the user agreement.

Regrettably there's nothing to be done about the refund. By not giving the reason for this, your buyer has ensured that there's no grounds for removal.

With hindsight, it isn't a good idea to refuse any refund to buyers who don't collect their items. You would have been better advised to deduct your selling fees, and refund the balance.

I wouldn't worry that much about the feedback. Not giving any reason for it diminishes its importance; any sensible buyer will look at your whole feedback and dismiss it. You would be amazed how many buyers never even check feedback anyway!

[oneofffinds]

Thanks for this. I thought it was clear in my description that the Buyer
had to collect or arrange their own collection. I thought it was clear I
would not arrange a courier because I was sure I could not pack safely but
they could arrange their own and I would be available.

Before he bought it he messaged me because his Bid was below the asking
price. I gave him my location details so he knew where to collect and so
he knew for 44 days that he had to collect or arrange collection on his
behalf. It was never unclear.

This is really helpful. I'd better go back and check all my listings
because I think I've said people can arrange their own courier before to
try to make life easier for people.

I don't know yet what Paypal will decide but when you try to dispute the
case it's a check box system for different situations, and for the closest
option you need to provide a Tracking Number for delivery. Collection Only
items are not an option.