What to do when a buyer doesn't collect promptly?

[userreqts]

Hello,

I have been selling large items of furniture on eBay for many years, and this is an issue I face a couple of times a year.

Someone buys an item, pays for it via paypal, then takes months to collect it.

I state very clearly in all my listings that collection must be within 7 days.

This is really just to avoid people taking 2 months +.  I am very happy to work in with couriers & understand that sometimes it will take a month or so.  The vast majority of people are great and communicate and I have no issue with longer than 7 days collection.  Swings and roundabouts (most are collected within the week).

If the buyer has paid for the item, but I haven't received any communication (nor any response to my enquiries regarding when I can expect the item to be collected), do I have any options as a seller other than to just wait indefinitely?

The issue is really that I have limited space and it costs me to store large items as I can't replace them with new items to sell.

Would really appreciate any information I am not aware of, or even suggestions on how to deal with this situation.

Warm Regards

Leanne

[countessalmirena · Accepted solution]

@userreqts,

Try to implement some pre-emptive measures to avoid this happening. For instance, you can state something like this in your listings:

❝This item is pick-up only.

CASH ON PICK-UP PREFERRED.

Once you've won the item, we can arrange a mutually agreeable time for you to inspect and collect.

This will give you the opportunity to inspect the item before completing the transaction with payment.

Please note: pick-up and payment requested within 7 days after the item has been won.

Please do not pay but fail to collect; we process uncollected purchases under our Uncollected Goods Policy.❞

(By mentioning that you have an Uncollected Goods Policy, you will minimise the incidence of goods being uncollected.)

(But of course, don't have too many caveats and notes and requirements and this and that in your listing, as that will only alienate buyers.)

Then make sure you formulate your Uncollected Goods Policy. Different states will have different particulars, but at the very least, if goods are uncollected well past the date that you can reclaim the relevant fees from eBay and PayPal, you will be entitled to cover those costs. A typical policy might be (for instance):

UNCOLLECTED GOODS PAID FOR BY PAYPAL

Where the value of the goods is under $x, and the goods have been paid for but not collected within 7 days, we will

• send a letter giving notice that unless the goods are picked up within (an additional) 7 days, the sale will be cancelled and the buyer's payment returned less all fees associated with the cancelled sale; and
  
• be available for the buyer to pick up the goods within that 7-day period if the buyer wishes to pick up the goods; and
• retain the goods for the minimum time required by law if not collected by the buyer; or
• cancel the sale after that period if the goods have not been collected by the buyer, and refund the purchase price to the buyer less eBay fees, PayPal fees, cost of sending registered letter, and any other associated and reasonable cost.

Where the value of the goods is between $x and $x, etc.

These sorts of policies are internal policies, for your guidance (and the guidance of employees if you have any). Once you yourself know your own terms and how you will handle any breach of your terms, you're in a much better and more confident position in dealing with buyers who push the envelope.

If you have any uncollected goods at present, and have been waiting for months for the buyer to collect, check with your state's Consumer Affairs/Fair Trading to find out how long you must keep the goods, how long before you send a letter, how long you must wait subsequently, etc., etc., etc.

Then... send a letter. (Tracked method.)

Wait as required.

Resolve as required.