Buyer not collecting EVRi parcel

WLM21

Last week a buyer bought two items from me. Initially they were listed with Royal Mail delivery, but combined the weight was well over the 2kg limit for a small parcel.

I messaged the buyer stating that the combined weight would mean they would have to be sent using EVRi. I noticed there was an offer on, with very cheap rates for delivery to a local EVRi agent, rather than to the buyers address. I asked about this and stated there would be a good discount, which I would pass on.

The buyer was happy and stated they often go to that EVRi shop as it was near their home.

Great I thought, so I refunded the postage discount and sent the parcel.

During ordering they asked for an email address, so I gave my one, as the buyer hadn't provided one.

last week the parcel was ready for collection, as I received an email from EVRi. I copied this and made it into an image, which I sent using eBay message system to the buyer, together with a short note. I have had two more reminders, again I have sent these to the buyer.

Checking the tracking details, the parcel has not yet been collected and the deadline date is only 2 days away. If the item is returned to me, do I have to refund the total money, or can I withhold the courier cost

Spies

Full amount

GadgetGuru

Refund the full amount. 

WLM21

Buyer just messaged me saying she can't be bothered to collect the parcel, adding that EVRi will now return the parcel to me. She then asks .. What am I going to do next.

I replied, saying I would refund when the parcel is delivered back to me.

very annoying

Spies

If it was ebay, report her so she at least gets a mark against her account

WLM21

Spies said:

If it was ebay, report her so she at least gets a mark against her account

yes, it was ebay

I might phone them tomorrow and ask their advice .. it bugs me a bit that I have to refund the postage charge. Why should I be out of pocket because she can't be bothered to collect the parcel .. after having said "that shop was fine, she often goes there" when I first asked

WLM21

OP here .. I have just contacted eBay about this.

They said I don't have to refund at all .. it was the buyers responsibility to collect the item from the parcel shop .. once it was delivered there, my responsibilities as the seller ended.

I will refund the purchase price though .. seems fair, but will withhold the courier charge. Ebay say they would remove any negative feeedback

Spies

Excellent, hopefully she learns her lesson

GadgetGuru

Was all comms via the eBay messaging system? If so you should be fine.

On the other hand, what happens if she opens an item not received case after it is returned back to you?

the_lunatic_is_in_my_head

No good deed goes unpunished....

Using delivery services which don't deliver to the buyer's delivery address on the order page (unless it's a click and collect order which will of course match the address) is asking for trouble really.

I'm surprised CS were so accommodating, would be interesting to see if their promises are met if the buyer opens an INR claim.