Please help - Buyer not recieved item through Argos click and collect

[glarik]

Hi everyone,
this is the first time I am asking the eBay community to solve or to give suggestion to my problem. A buyer bought an item and gave Argos click and collect address (this is the first time I sent at an Argos address), I posted the parcel with second class Mail (no tracking). 2 weeks after, buyer contacts me that she hasn't received the parcel and also mentions that she recieved an message from eBay to collect from Argos as the parcel has reached at Argos address (means that the parcel has been delivered at correct address). She says that when she went to collect it, they told her that they never recieved a parcel. Now she contacted me to refund.
i apologised and requested her to contact eBay, but next day she opened a case against me for a refund.

what shall I do now? I will greatly appreciate all of your help and suggestion with this problem.
thank you in advance.

[missjen831]

Refund the buyer. You need proof of delivery to Argos. You shipped without tracking so you forfeited your seller protection. You shouldn’t have told her to contact ebay. 

[dhbookds]

You are in the UK, this is the US board.  I suggest you post on the UK board as we aren't familar with Argos, etc.

I agree without tracking you are probably not going to win.......but I don't understand the ebay message for her to go to pick up, if there was no tracking........

[missjen831]

Argos is a pickup option that UK sellers can offer. That is why eBay sent out a collection notice. https://pages.ebay.co.uk/clickandcollect/

the OP has to refund. The buyer gets a refund  even if they don’t collect their parcel from Argos

[tiramisu41]

@glarik, since you're located in the UK, and Argos is a UK company, I assume your buyer is also in the UK.  That being the case, you'd be better served asking your question on the ebay.co.uk Discussion Boards as this site (ebay.com) is made up primarily of US sellers who are most familiar with US buyer/seller problems/policies.

Here's a link the the UK eBay site discussion boards: https://community.ebay.co.uk/t5/Selling-on-eBay/ct-p/11900000091

Good luck!

P.S.  @*madison, you're in the UK.  Might you be able to advise this poster?

[missjen831]

Well I mean...I may not be in the UK but I advised the OP correctly and provided a link to the Argos help page. The OP has to refund the buyer https://pages.ebay.co.uk/clickandcollect/

[dhbookds]

Jen, advice may be good.........but the seller needs to understand how the whole thing works......  If ebay sent a a pickup notice, the item must have gotten to the p/u point, so why wasn't it there when buyer went to pickup? 

I agree she's probably going to have to refund, but I wouldn't advise that until she understands what's going on, where the package is and what responsibility the pickup point has, which probably will  necessitate contacting ebay...

[sam9876]

The pickup point has no responsibility.

[lacemaker3]

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@dhbookds wrote:

Jen, advice may be good.........but the seller needs to understand how the whole thing works......  If ebay sent a a pickup notice, the item must have gotten to the p/u point, so why wasn't it there when buyer went to pickup? 

I agree she's probably going to have to refund, but I wouldn't advise that until she understands what's going on, where the package is and what responsibility the pickup point has, which probably will  necessitate contacting ebay...

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Sellers on eBay UK have the same responsibility as sellers on eBay USA. They have to be able to show proof of delivery that can be viewed online.

The OP doesn't have that, so unfortunately, all the rest of it doesn't matter. Without proof of delivery, the seller will lose the INR case.

[missjen831]

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@dhbookds wrote:

Jen, advice may be good.........but the seller needs to understand how the whole thing works......  If ebay sent a a pickup notice, the item must have gotten to the p/u point, so why wasn't it there when buyer went to pickup? 

I agree she's probably going to have to refund, but I wouldn't advise that until she understands what's going on, where the package is and what responsibility the pickup point has, which probably will  necessitate contacting ebay...

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I posted the link to the argos page. And its a INR case and the buyer gets a refund even if they didn't collect the item. The OP  doesn't need to talk to ebay. The buyer did not forfeit her protection when she failed to collect the item, ebay says she has to refund them. Its on the argos page and in the ebay UK MBG. There is no refusal clause in the UK. The buyer gets a full refund if ebay determines it wasn't successfully delivered or collected by the buyer https://www.ebay.co.uk/pages/help/policies/money-back-guarantee.html