Click and Collect gone wrong - missing expensive item which I've paid for

Megahertz456

Hi - thanks in advance for advice.

I bought something on eBay (value £1k approx) and used Click and Collect. The seller posted the item to the correct address using 'Royal Mail Signed For' and gave me the tracking number. I went the garage to see if it had arrived but they told me that they've stopped accepting C&C parcels due to the Corona Virus. I checked the tracking number given by the seller, and it says 'Refused by customer, return to sender.' This was more than two weeks ago and it hasn't made it back to the seller. The seller made some calls and was told that it would be kept at my local delivery office for 18 days before being returned, although when I went there to ask, they told me that they've stopped doing this recently and now items are sent straight back. So, it appears to be lost in the mail somewhere.

So the reason for my post is to get some advice on what to do. It's not the seller's fault, but it's not mine either. I've paid for an item which I don't have; but the seller appears to have done everything correctly. If I check the eBay site they won't intervene until I've give the seller 8 days to respond, but the seller is in fact being very helpful. Should I fill in that form anyway and ask the seller for a refund? I paid straight away using PayPal.

I bought something else from eBay recently and noticed that they are still listing that property as a option for Click and Collect; so I'm guessing the 'fault' is with eBay or the garage for listing it as an option for Click and Collect when in fact they're not accepting parcels. But it will be a little unfair if eBay / Paypal take the money back off the seller; when actually they've done everything correctly - but in that case is it their responsibility to get it to me?

I suppose the only other issue is that the seller might have done better using a more reliable service than 'Signed For' but I think she just took it to the post office and used the service that they recommended.

Lazydayz71

For your own protection and to ensure you get your money back you need to follow Ebay's system, start the process of 'Item not received' without waiting any longer and let it run its course.

If you do manage to get the item you can always close the case.

Don't feel guilty about it, if the Buyer has done everything correctly he'll get his item back or a refund for its value.

soolin

You should be able to win an INR claim as tracking shows refused by customer , although I never now say anything about eBay with absolute guarantees as they seem to shift the rules around sometimes. However, the terms seem clear , refusing delivery means item was not delivered and accepted.

Assuming you win the claim, which I believe you will, then the seller will have to refund you.

If seller actually did send only signed for then they have an insurance limit of £50 , but that is their problem and not yours, it always remains the sellers responsibility to cover insurance and tracking. If it was sent special delivery then they may we’ll have full insurance. Depending on the item special delivery would have been appropriate. 

it is very likely though that this is just delayed in the general Royal Mail delays, many of us have seen parcels delayed by days, even a week or so , it doesn’t mean they are lost. I suspect it will get back to seller eventually. 

Megahertz456

Thanks - this is useful. I might wait a little while longer  to see if it arrives back at the seller and then make a claim.

soolin

Megahertz456 said:

Thanks - this is useful. I might wait a little while longer  to see if it arrives back at the seller and then make a claim.

Just be aware that you only have 30 days from the last estimated delivery date to make a claim. 

Lazydayz71

Megahertz456 said:

I might wait a little while longer  to see if it arrives back at the seller and then make a claim.

My advice is not to wait any longer, start the 'Item not Received' process immediately, once it arrives with you or you get your refund the case can be closed. I can't see any harm in starting the process and the Seller should understand why you've started the INR process.

TripleH

Agree with Soolin and Lazydayz71 on this. Put in your INR claim so you don't loose out. If it arrives whilst the claimis over you can close it or if it arrived after you've been refunded, contact the buyer about payment (both scenarios have happened to me as buyer or seller).
The rules are what they are and must be what we follow because we have nothing else to go by.