This article is for both buyers and sellers. It explains what to do when collection doesn't go as planned: delay, unavailability, absence of one of the parties, a non-conforming item, or an on-site disagreement.
Summary
- Never confirm a collection that did not take place: confirmation is final and triggers the payout of funds.
- If you're unable to make it, notify the other party before the agreed time slot.
- The collection code does not expire: postponing costs you nothing.
- In case of a disagreement, stop the process and contact customer service the same day.
1. You can't make the scheduled time slot
You're the buyer
Notify the seller as soon as possible, using the contact details in your collection information, and propose a new time slot among those they've announced. Your collection code remains valid: nothing is lost.
You're the seller
Inform the buyer as soon as you notice the issue (site closed, staff unavailable, item inaccessible) and propose a new date. Do not confirm collection until the item has been handed over.
A one-off delay is almost always resolved with a simple phone call. It's the lack of communication that turns a hiccup into a dispute.
2. The other party doesn't show up
Situation | What you should do |
The seller is absent on the day of collection | Don't leave without a record: note the time of your visit, try to reach the listed contact, then report the situation to customer service. |
The buyer doesn't come to collect the item | Follow up with them, then report the situation to your Agorastore contact. Do not confirm collection. |
The buyer stops responding | Report it: fees may be charged to the buyer in accordance with the general terms and conditions of sale. |
3. The item doesn't match what was advertised
- Do not take the item and do not share your collection code.
- Take photos on site, from several angles.
- Discuss with the seller: sometimes an explanation is enough to clear up the doubt.
- If the disagreement continues, contact customer service the same day, attaching your photos and your invoice reference.
Once the code has been shared and collection confirmed, the transaction is considered complete and the funds are paid to the seller. On-site verification is therefore an essential moment.
4. Other common situations
The item is too heavy or too bulky for your vehicle
Loading is the buyer's responsibility. Arrange a new time slot with suitable equipment rather than attempting a risky collection.
The item is damaged during loading
Loading takes place under the buyer's responsibility. Immediately report the incident to both parties and to customer service.
You shared the code too early
Contact customer service right away: the confirmation cannot be cancelled from your personal space.
The collection code is rejected
Check what you entered character by character. If it has already been used, collection has already been confirmed: customer service can check the status of your case.
The buyer wants to back out of their purchase
A won bid is a firm commitment. The situation must be presented to customer service, who will explain the applicable consequences.
You can't find your collection code
You can contact Agorastore customer support directly, who can help you in this situation.
5. Contacting customer service effectively
For a quick resolution, have ready:
- the invoice reference in question;
- the date and time of the scheduled appointment;
- a factual summary of what happened;
- your photos or written exchanges, if applicable.
Our tips
- Confirm your visit the day before: this prevents most incidents.
- Keep a written record of your exchanges with the other party.
- Check the item before loading, never after.
- If in doubt, don't confirm anything and contact customer service.
Frequently asked questions
Does my collection code expire if I postpone my visit?
No. It remains valid as long as collection has not been confirmed.
Can I cancel my purchase if I can't make it?
No. The purchase is still due; explain your situation to customer service to find a way to reschedule.
I'm the seller: do I have to keep the item indefinitely?
No. Report the missed collection to your Agorastore contact, who will tell you what to do next.
Who pays in the event of a missed collection?
It depends on the situation. Fees may apply in accordance with the general terms and conditions of sale.
The seller is asking for the code before handing over the item
Do not share it. The code confirms that you have received the item.
Can I get a refund if the item doesn't suit me?
It depends on the type of sale. For a standard brokered sale, a consumer buyer benefits from a 14-day right of withdrawal starting from the first day of the collection period. For a sale awarded by our auctioneer, this right does not apply: only a proven non-conformity can justify a review by customer service. See Is there a warranty on items sold on Agorastore?.