A collection didn't happen

If you're the buyer

• You've changed your mind, or can't make it: you can cancel the order from your order page any time before the handover, and you'll get a full refund. Please let the seller know.
• The seller isn't replying: give them a day or two, then cancel the order from your order page for a full refund.
• The item wasn't as described when you got there: don't give your handover code. Leave without it and report a problem.

If you're the seller

• The buyer isn't replying: send a friendly reminder in the chat. Keep the item for them, because they've already paid.
• The buyer wants to cancel: ask them to cancel from their order page. If you cancel it yourself, an automatic review is added to your profile.
• The buyer didn't turn up: message them to rearrange.
• You can't reach them at all: use Report in the chat menu (⋮) to let us know, and we'll help sort it out.

Never hand over an item without getting the buyer's 6-digit handover code. Without it, the order can't complete and you won't be paid.