@jrbyron4580 wrote:
I did a meetup today with a buyer and realized that he could just say he never received the item and get his money back from paypal. However I did have him sign a receipt from eBay, but nevertheless how would I prove that we actually met and I gave him the item. Also even if he never claims he never received the item, how can I get access to the funds in my PayPal account?
Hey everyone, I can see this topic has raised some confusion and I'm happy to clarify any points needed. I generally try to keep my answers concise as longer responses are a) difficult to follow after a certain length and b) can create a series of hypothetical questions that do not apply to the general Community. However, I want to be as transparent and details as possible on this so these are the questions I have seen on this board with accompanying answers:
1. What payment methods are available for local pickup?
While payment upon pickup is an option (cash), an electronic method must also be available to the buyer and this is a perfectly acceptable option for them.
Context for the above answer: Payment through eBay checkout with an eligible method of payment (such as PayPal or a merchant credit card) is required for eBay Money Back Guarantee coverage. While cases for local pickup transactions are rare, it is a best practice for a buyer to pay through eBay checkout so they are eligible should they need to pursue a claim.
2. Is a buyer covered through an item not received claim related to a local pickup transaction?
Yes, in situations where it is clear the seller did not allow the buyer to retrieve the item. These would be based on a clear statement in eBay messages indicating the seller was at fault for this item not being retrieved. Some examples would be messages repeatedly asking to reschedule pickup, messages indicating the seller did not meet the buyer at the agreed upon time and location or messages indicating the seller has no intentions of being available to pickup.
The buyer would not be covered in an item not received case if there was not an indication of seller fault related to the item not received case. While a seller is protected if an item is not retrieved due to buyer fault, if your buyer made a mistake in purchasing a local pickup item or is otherwise unable to retrieve the item from you, a refund would be the right thing to do. I've never seen a situation where a seller was unwilling to take care of their customer when a mistake was made, but I include this statement for the sake of thoroughness.
3. Is a buyer covered through a Return Request or item not as described claim related to a local pickup transaction?
Yes. The coverage is more limited, but is available in certain situations. Examples of covered scenarios include:
- The item cannot be tested upon pickup and instead has to be tested at the buyer's location. A refrigeration unit would be a common example.
- The seller has a return policy and the buyer would like to return the item. For returns related to remorse, the buyer would need to arrange the return themselves.
- The buyer arrives to inspect the item, but it does not match the listing description the seller provided. This may also receive coverage under an item not received case - either would be applicable.
- The seller otherwise invites the return
Examples of situations not covered within a return or not as described claim related to a local pickup transaction:
- Loss or damage in transit - the buyer is liable for what happens to the item in transit in a local pickup transaction unless the seller agreed to ship the item to them. If the seller ships the item to the buyer, the transaction would no longer be considered "local pickup".
- An item found to be defective that could have been tested upon pickup. A lamp would be a common example.
4. If the listing does not list local pickup as an option, but the buyer and seller arrange for local pickup, would the transaction be treated as local pickup.
Yes, as long as this arrangement is made clear in the messages within the eBay system. Note: arranging for local pickup when the listing did not include this option for the buyer can negatively impact your tracking uploaded on time metric, so it may be a best practice to cancel and relist with local pickup presented as an option. We can, however, review any specific transactions where a seller makes accommodations for a buyer if this creates a negative impact on their account and ensure they do not loose Top Rated Status - cancelling for resale would just be an option.
5. Is tracking required for protection in an item not received claim related to local pickup?
No, tracking would not be needed. If the listing has local pickup as a "shipping method" and the buyer selects this, there would be no tracking expected. Likewise, if it is clear in the messages that the buyer and seller arrange local pickup, no tracking would be needed for an item not received case.
6. How does eBay determine if an item was defective before being picked up or if it was made defective while in transit (ie. a bump in the road causes something to become loose, impairing function)?
If an item could be tested before being taken by the buyer, then the buyer would be responsible. If the item could not be tested before being taken by the buyer, then the seller would be responsible.
Note on this answer: If your item is untestable at your location but also so fragile that it may easily become damaged in transit, it would not be recommended for local pickup. The vast majority of items that cannot be tested at a seller's location would not be this fragile.
7. How does customer service know how to handle local pickup situations? Additionally, and unrelated to local pickup, how does customer service know to handle an item shipped to an address provided via eBay messages?
We have internal references that outline guidelines for case decisions. While not every specific situation will be outlined for public review as this minimizes any abuse of our protection program, there are guidelines in place for employees to review and make a decision. While there are unique situations that do not fall neatly under one policy or another, we have a large amount of experience to draw from when it comes to determining the right decision in a case. If you feel a claim was decided incorrectly, we are here to look over it again and ensure the right decision is made.
8. Is the risk to a seller higher in local pickup transactions vs. standard transactions that involve a shipping method?
No, and in most cases the seller experiences a higher level of protection for local pickup as the buyer has the opportunity to inspect the item before taking it home. Exceptions would include the examples provided in this post.
