Ebay click and collect issue

CompletelyLost

Hi, I'm wondering if anyone can help. 

I sold an item and it must be a click and collect. The address is a shop.

I bought a royal mail label via ebay. The address looked incomplete so I cancelled the label. Concerned it wouldn't get there. Address didn't come up on royal mail post code checker. I realise now maybe click and collect labels look different?

I then purchased a separate label via royal mail website. I have added the tracking number to ebay.

Here lies the issue.
 
The item has been delivered to the store. The buyer needs an EPC (?) code to collect it.

I called the shop. They won't hand over the parcel to the buyer without the code, but they have the parcel.

I have contacted ebay but they said they have to refer it to their click and collect team and will email me within 24 hours.

Can anyone please advise? Where do I stand with this one?

Eta: can ebay create a collection qr code for a special delivery label purchased directly from Royal mail?

Thanks for any help.

tightauldgit

If you've labelled the item properly and the shop has received it then you've done your bit. It's up to Ebay to work out their end on the click and collect issues. If the buyer claims an item not received then presumably you have proof of delivery to the shop address. 

steveE2

Did your label from Royal Mail include the ECP in the address details?
This is needed for the store to notify eBay of receipt and then the collection code is generated and sent to the buyer

soolin

tightauldgit said:

If you've labelled the item properly and the shop has received it then you've done your bit. It's up to Ebay to work out their end on the click and collect issues. If the buyer claims an item not received then presumably you have proof of delivery to the shop address. 

The confusing bit is that there are 2 codes, the ones that form part of the address that seller must add to the label if it is supplied, and the one generated by the shop once the label has been scanned on arrival.

Unfortunately seller won't have done their bit if they missed off any collection code (assuming there was one) as it formed part of the necessary address. However OP if you copied the label and added any long random letter and number code then it is up to the shop to generate the collection code based on the QR scan and on the code contained on the label.

Anyway if item cannot be collected then after a period of time buyer will be refunded and item will be returned to the seller. 

Buster_Danog

soolin said:
Anyway if item cannot be collected then after a period of time buyer will be refunded and item will be returned to the seller. 

Will it? If the Royal Mail have delivered then they have done their bit haven't they? I would understand an item being returned if it ended up at a local Post Office and wasn't collected, but I didn't know that Click and Collect addresses were within the Royal Mail system in the sense that items would be returned automatically.

soolin

Buster_Danog said:

soolin said:
Anyway if item cannot be collected then after a period of time buyer will be refunded and item will be returned to the seller. 

Will it? If the Royal Mail have delivered then they have done their bit haven't they? I would understand an item being returned if it ended up at a local Post Office and wasn't collected, but I didn't know that Click and Collect addresses were within the Royal Mail system in the sense that items would be returned automatically.

If this was a proper click and collect with an eBay code then yes it will be returned. If it was just a buyer choosing to have their stuff sent to a shop and not click and collect then no it will stay in the shop unless buyer can persuade them to release it. 

OP mentioned click and collect which is a specific service, but I agree it might have just been a normal sale.

click and collect details are here including the bit about returning to seller

https://www.ebay.co.uk/help/buying/postage-delivery/changing-delivery-address-method/click-collect?id=4055&st=3&pos=1&query=Buying%20with%20Click%20%26%20Collect&intent=Click%20and%20collect&lucenceai=lucenceai&docId=HELP1012