Some numpty wants to arrange a courier for collection only item. What do I do?

[EmilieFloge]

I sold a chair on Sunday night. The buyer lives miles away.
I was paid by paypal (thanks a lot) on Sunday night with no message, so yesterday I emailed to ask when they wanted to collect it.
I got a message in the evening saying they are just arranging a courier and what is my address etc.
No idea what sort of courier - if it's someone like Parcelforce I'll have to wait in all day AND wrap the bloody thing up, though I suppose it might be a normal furniture courier but if it is, that'll cost a fortune for a £10 chair so seems unlikely.
Also I'll need online tracking as she paid by paypal.
What can I do?
I've just replied saying that I am not able to wrap the chair for a courier, I cannot wait in all day and I will need online proof of delivery.
What do I do if she insists on sending someone else? I guess it's only a tenner and it might all be fine, but seriously - I hate new ebayers.
She only has a low feedback, so clearly doesn't get that you are supposed to discuss these things before bidding.
I don't want a neg for this. Any thoughts most welcome.
Thankyou

I once arranged for a man with a van to collect some garden furniture I bought on ebay. I sorted out with the seller and man when the best time was to collect it and it worked perfectly. She didn't have to pack it up or do anything except be there when he arrived, which she would have had to do if I'd collected it. If your buyer does that then I think it's reasonable to accept but make sure you get a receipt from whoever picks it up.

Reply to her:

The "binding contract" includes my stipulation for collection in person only. I am under no obligation to accept your demand to vary this. Dealing with a courier is a significantly greater burden of administration and time than a simple pick-up-in-person. Please do not bid on Collection in Person Only items again without checking with the seller, it is rude and unreasonable, as is your last message.

That is very good, thankyou very much, I have sent something like that.

Ebay advised me to open a case to cancel it so I have and also have refunded her payment.

I probably will lose my final value fee but ebay said they could probably do something about that, and also said they may be able to remove any negative feedback.

I hope so.

What an idiot, and how rude is their email!

She's left neg for someone else with over 1,000 feedback too:

'Refused Paypal. Forced to make bank transfer within hour w. 2 under 4's in tow.'

That was for some chairs as well. in April. She's having a proper toddler strop isn't she...I won't be bullied.

I should add I have almost 1,000 and 100% positive at the moment.

She has 20. I think she thinks ebay ought to do what she tells it to, even when we have way more experience than she does.

She won't get very far if she keeps up this attitude...or maybe she will, she seems to be the ultimate nightmare buyer.

I would assume "collection" just means you will not be sending the item by post?
If you are being really specific and insist that it must only be collected by the buyer themselves, you really should have stated it clearly in your listing.
If you haven't done this, you haven't a leg to stand on.

It is stated clearly right at the top. 'collection in person only'.

According to ebay customer support I have a leg to stand on.

I did wonder if she might be on MN...she has two small children.

I put this as well:

'Cash on collection please from Canterbury, Kent or can deliver locally. No paypal please due to proof of postage requirements.'

She's ignored all of it/ I think she's just really really rude.

We've sold quite a few 'collection only' things on eBay that the buyer has then arranged a courier for. (After they paid for the item via paypal.) The couriers have always come at a time suitable to us and we've never had to provide any packaging of any kind. The courier deals with that. As a seller, it's as easy as handing the item straight to the buyer. To be honest, I'm not really sure what the issue is. You'd have to arrange a time to be in if the buyer was picking it up...

Jammic, that's lovely if it all goes well.

The concern is if it does not. The item may be damaged in transit, or may not arrive. the buyer may be unhappy with it and demand a refund based on no proof of delivery.

I would have no contract with the courier and thus could not claim on her or my own behalf. It is the seller's responsibility always to ensure that the item arrives safely - someone else's courier is not a guarantee of that.

As a seller you need to be aware that paypal will first and foremost require online trackable delivery proof for any item under dispute.

If you don't have this you lose the case.
if the buyer had been polite and asked me in advance instead of barging ahead with her own little plan, I might well have bent over backwards to try and accommodate her.

But she was rude.
That does not augur well for a hassle free sale, so rather than let her get it collected and then put up with nonsense from her, I'd rather stop it now.

I've had some people send couriers without me even realising they were doing so until they showed up. I guess the photos would help protect against any damage caused in transit as was mentioned above. Maybe next time be explicit that third party collections are not possible...?

Although that doesn't really help this time. eBay probably should allow you to decide really.

If you as a seller do not want a courier collecting then that is your right to refuse. I wouldn't do it, no tracking and then if the item is damaged you can't claim from the courier as you don't have a contract with them. Plus the waiting around for potentially hours, and then the issue of packaging an item up too.

Your auction, your rules. Just because a buyer tries to bully you to do their bidding, it doesn't make them right.

Thanks both...

well, she's refused the cancel transaction case. And apparently refused the paypal refund, though I haven't checked - she just says she did.

Ebay just sent me a standard message saying please complete the transaction. Doe this mean I have to? Or what?

she still says I am being silly and she thinks I just wanted more money. I told her that if we don't complete the sale the chair is going on the bonfire, once I have rescued the lego out of it.

I also explained about liability and her asking me to take a risk I am not happy with, and told her that she is likely to encounter this problem many times with more experienced sellers. And that the other person who asked in advance about sending a courier got a 'yes' as she was polite about it and didn't assume.

So what now - obv I'll ring ebay again and ask them to sort it out, they did say they would last night.

Is there anything else I should do?

The chair could easily get broken by accident between now and when the courier arrives...

she can't refuse the paypal refund - that is nonsense.

I think you need to raise it with ebay again and see if they can sort it. There must be things they can do when a buyer is being an idiot.

well if she raises a not received case and you didn't respond then all she'd get is her money refunded - Ebay can't "force" you to sell it to her.

But if you reply stating that it was a collection only item and that she wanted it couriered instead then the same will apply re the refund and ebay can see you were right to refuse her

Glad she can't refuse the refund. ebay are being useless - I called them just now and this time, they told me they can't do anything about it.

So no Final value fee, no feedback removal and if she decides to report me for non performance she'll get away with it, and my account will be restricted.

What an absolute arse.

I had a problem similar to this.

I sold a bed on ebay. I specified that it was collection only, or I could deliver in the local area for a small fee.
I specifically stated that I would not send the bed with a courier or post it under any circumstances.

Someone bid and won it and then sent me a message asking for my address and when would be a good time for collection, I told the buyer when I would be in and sent my address.
The buyer then arranged a courier without telling me. I refused to giver the courier the bed (although he said he couldn't take it without it being packaged up anyway)
The buyer went mad at me when I emailed to tell him that the bed was collection only and that I would not accept responsibility for a courier.
He then suggested that I deliver the bed to him, since he had already paid for his courier he expected the bed delivering.
He was completely unreasonable and refused to accept that the item was collection only.

In the end I realised I had two options. Not send the bed, and get the bed feedback, strike against my account and pay the fees while issuing a refund.
Or send him an invoice for postage and packing, organise a courier myself and send the bed securely with proof of postage.

I did the latter, but it wasn't easy as he refused to pay P&P, insisting that it was my responsibility on that he had already paid one courier.
Ebay told him if he wanted the item sent via courier he had to pay P&P fees, which he eventually did, the postage cost him over £60, and I charged £30 for packaging and effort. :D

He did try to file a significantly not as described dispute against me later on, claiming that the bed was in an 'unusable condition' but thankfully I always take pictures of items before sending them so he didn't win.

I don't think one non performance strike will damage your account, I could be wrong but I am sure it won't.

Also add her to your blocked bidder list.

Try posting on the community boards, I have had to speak to eBay via email and phone and got absolutely nowhere, but am hopefully sorting it out now via the boards.

I feel your frustration though, on the phone and by email they have been nothing short of useless - so annoying.

community.ebay.co.uk/forum/Seller-Central/7

try posting a thread here asking for advice?

Is she not talking about a man with a can? You don't need to wrap and can arrange for a pick up at specific time, surely?

ItsOnly - you are very brave!!! Well done!!!

Fergoose thankyou very much, I tried posting on the answer centre and had a few replies but not altogether very helpful.

Do Ebay staff actually watch the community boards and step in?