Buyer paid but not collected item

13Kent

A buyer won an item. It specified cash on collection. Arranged a pick up time, waited in, the buyer did not collect the item. Got a message of apology saying that she would pick up the following week. After a week of no communication I sent message to ask if they still wanted the item. No reply. A further week passed again I messaged to ask did they want the item. No reply. A few days later I messaged to say if we hadn't heard by 6pm we would relist the item. I then got a message to say they'd been away and they would come and pick up the item ( this was now a month after purchase). They didn't arrive. I tried to relist but discovered I was unable to unless I cancelled the transaction, so sent this message to the buyer

"in order to relist this item I had to open a non payment case, as it wouldn't let me cancel the transaction without doing this. If you do not respond after 4 days I can close the case and relist the item."

A few days later the buyer paid for the item via paypal. (The listing specified cash on collection).

The buyer still hasn't collected. I sent a message saying

"You have paid for this item but have still not picked it up. I am assuming you have changed your mind. If not please can you pick it up by Friday, or I will cancel the transaction yet again and relist the item."

However I can't see an option now to cancel the transaction, so I'm not sure what to do next. Please can someone advise.

Lisbon

Read the sticky thread: https://forums.moneysavingexpert.com/discussion/comment/65282064#Comment_65282064

soolin

As above, the sticky thread is quite useful. However the time frame for your situation has made this even more difficult now as you are out of time for a cancellation and look set to lose your fees whatever you do, potentially you also have the possibility of a defect if you refund the paypal payment without being able to close the case.

As far as I can see the only way out, and it is not ideal, is to refund the paypal payment direct from paypal and then just walk away and hope buyer leaves it at that. If they do try and collect then just tell them to bring cash. I would also recommend the following:

1) grab a note of their email address from the paypal payment page before you refund as it is going to be safer using that than trying to share collection information later via ebay messages (ebay take a draconian view on exchanging details and it is not worth the risk)

2) block buyer from any future sales.

3) report buyer to ebay for whatever reasons you feel it fits in the drop down report menu

my suggestion will cost you though both your FVFs and the 20p paypal fee and might even give you a defect and still allow buyer to leave feedback, so it might be worth waiting for others to log in with advice.

13Kent

Thanks, am at a bit of a loss for what to do now, so that's helpful. Ebay has already closed the case I presume that's because the buyer paid. Will try to refund the money and then relist the item.