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Original poster

Can't get hold of seller

39 replies

clam · 23/12/2013 14:46

Clicked on 'Buy now' for an exercise bike/cross trainer. Paid straightaway via PayPal and funds appear to have been taken. It's not too clear who's supposed to contact whom, but we have now emailed them three times and phoned twice (voicemail) with no reply.

The item is for collection only and we're happy to go and get it asap. It's a commercial seller with what looks like lots of experience and 100% positive feedback.

What should we do now? Newish to this lark, but have bought and sold a few bits and pieces over the years.

OP posts:
SundaySimmons · 23/12/2013 15:15

Closed for Christmas?

Have a look on their shop home page and see if there is a message saying they are closed over the Christmas period.

If they are a business seller, the address will also be displayed so you could call by if not too far away.

Original poster
clam · 23/12/2013 15:33

It's not a shop; appears to be a residential home, having street-viewed the address. I first emailed last Weds/Thursday, so that seems a little early to be closing for Christmas.

OP posts:
SandyDilbert · 23/12/2013 16:50

open a not received dispute - they should only take cash for a collected item anyway.

Original poster
clam · 23/12/2013 17:22

Ah, that's interesting to know. It says on their page that paypal is acceptable, but for this particular item it says cash. I saw that bit too late.
How could I prove I've paid cash if there's a dispute later?

OP posts:
SandyDilbert · 23/12/2013 17:33

you can't - you need to check goods before collecting really.

Original poster
clam · 23/12/2013 18:43

So should I cancel the paypal payment then? Can I, even? Is it allowed?
To be honest, I'm a bit fed up, as would have liked to collect before Christmas (is dh and my joint present to each other, although we're grown up enough to deal with it and get other little ones instead ).

OP posts:
Original poster
clam · 23/12/2013 18:44

At what point would I be justified in cancelling the whole transaction?

OP posts:
SandyDilbert · 23/12/2013 19:48

yes you just file not received with ebay and they will refund you.

SundaySimmons · 23/12/2013 19:56

Having an ebay shop isn't the same as having a physical shop. If you are buying to sell you can have an ebay shop and run your business from home.

You can't cancel your paypal transaction, you can only file a complaint for goods not received and as the seller cannot prove you have the item, you will get your money back.

Original poster
clam · 23/12/2013 19:57

OK, thanks. Will leave it for a few days after Christmas to see if they contact me and then make a decision as to whether to cancel altogether.

OP posts:
Original poster
clam · 26/12/2013 10:00

As I said, I'm not that experienced on ebay, but the site made clear that it was "buyer collects" only, yet have just found a statement elsewhere saying that the item will be delivered on 29th January (and I therefore can't open a dispute until after then).
I'm guessing that there is no option on the site for avoiding that delivery statement, but why have a "Buy it now" option if you can't, in fact, buy it now?
And is it acceptable to make no response to email/phone enquiries for over a week, even if Christmas Day happens to be on one of those days? I want to get my facts right before I give negative feedback.

OP posts:
SandyDilbert · 26/12/2013 10:33

you can open a dispute with paypal instead - just log in and go to the resolution centre there.

Original poster
clam · 26/12/2013 10:44

Well that's another issue. I paid by paypal, but it now says cash on collection.
What's the etiquette there?

OP posts:
lljkk · 26/12/2013 10:56

Before leaving Fback, You should phone Ebay Customer service and talk thru your questions; it sounds like maybe you didn't read the advert right but also the seller is not living up to usual Ebay Customer service expectations. I wonder if seller had a notice to say they couldn't reply to messages for that week.

lljkk · 26/12/2013 10:56

Is the seller still selling them? Send us a link to the listing.

Original poster
clam · 26/12/2013 12:28

scrolldown

Thanks

OP posts:
TarkaTheOtter · 26/12/2013 12:40

The seller HAS to accept paypal. They may not want to, but ebay insist on it. So that shouldn't affect your refund.

Original poster
clam · 26/12/2013 12:41

OK, well that's something. Out if interest, why is it considered better to pay cash for an item that's to be collected?

OP posts:
TarkaTheOtter · 26/12/2013 12:46

It's better for the seller. Otherwise the buyer can collect but then tell paypal they haven't received it. The seller has to prove it was collected. The only proof paypal accept is signed for courier. So paypal will refund buyer and seller ends up with no good and no money.

CloserLook · 26/12/2013 12:47

I think taking cash on collection is more for the seller's protection. If they take Paypal the buyer could (in theory) say they never actually collected the item and if Paypal take the buyer's side on it they could automatically refund the buyer from the sellers Paypal account.

Original poster
clam · 26/12/2013 12:49

I see. Clearly I would make a rubbish scammer!

OP posts:
CloserLook · 26/12/2013 12:49

X-post with Tarka sorry, but same point.

AdiposeLoveMe · 26/12/2013 12:54

Have you tried the mobile number and the landline number from the listing?

Original poster
clam · 26/12/2013 12:56

Yes. Both go to voicemail. Have left messages for them to call us back but nothing.

OP posts:
SandyDilbert · 26/12/2013 13:47

I would open the not received case with paypal now, escalate later today and leave a neg and low stars. If that doesn't get their attention nothing will.

Their feedback isn't that great.