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Buyer unresponsive to FedEx US Customs request - Advice needed
Summary: person-7 seeks advice on handling an unresponsive buyer whose $3,000 sports card shipment is held by US Customs due to a required form submission. They ask if the situation qualifies as a "Refused / Undeliverable Delivery" under eBay policy and if they are protected from an INR claim. comics-scifi-collectibles suggests that if the package is returned, it is equivalent to a refusal by the buyer, and the seller can refund only the item price, excluding shipping and return fees, and advises adding the buyer to a blocked list. The discussion aims to ensure protection of the seller's account and proper refund processing.
Hi fellow sellers and Community Mentors,
I need some advice regarding an ongoing issue with a high-value shipment ($3,000 sports card).
Here is the situation:
Shipment Held by Customs: The package was shipped via FedEx and is currently being held by US Customs (CBP). Because the item value exceeds $2,500, US Customs requires the buyer to complete CBP Form 5106 with their SSN or EIN for importer verification.
FedEx Deadline: FedEx sent a notification stating that if the buyer does not submit the required information via DocuSign by July 30, 2026, the package will be returned to the shipper at the shipper's expense.
Buyer Unresponsive: I have reached out to the buyer multiple times via eBay Messages and email, explaining the situation in detail and providing instructions on how to complete the form with FedEx. However, the buyer has not responded or taken action yet.
My Questions:
If the buyer fails to respond by the deadline and the package is returned to me, is this officially considered a "Refused / Undeliverable Delivery" under eBay policy?
If the buyer later opens an Item Not Received (INR) claim, will I be fully protected under eBay Seller Protection as long as tracking shows the package was held in customs awaiting buyer action/documentation?
Once the package is safely returned to me, what is the correct/standard way to process the refund? Should I refund the total amount minus original shipping, return shipping fees, and any FedEx processing fees incurred?
I want to make sure I take all necessary steps to handle this correctly and protect my seller account. Any insights or similar experiences would be greatly appreciated!
Thank you in advance!
comics-scifi-collectibles
Mentor1 month ago · Edited@person-7 If the package is returned to you it is considered refused by the buyer. Per eBay Policy you do not have to refund the buyer when a package is refused.
Most sellers would refund the item price only, not any of the shipping. Also subtract the return shipping costs too and Fed Ex brokerage fees. eBay refunds your fees on the portion that you refund the buyer.
Then add the buyer to your blocked list> https://www.ebay.com/bmgt/BuyerBlock