thanks for the comments so far.
IanR - in answer, No he bought the items at the shop, at the time- not by click and collect which we realise may be an issue in a dispute but the whole transaction from leaving the car, buying items and bringing back to car and leaving took less than 5 minutes.
My instinct is not to appeal and end up getting charged more, but he is keen to pursue as it's ridiculous to give a total time limit of 2 minutes!
As many others said before avoid KFH and Pedder. The latter appeared promising at first but just as useless, in our case was clearly working for the buyer and not for us (sellers) and we lost quite a bit of money in the process.
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