Negative feedback after buyer refused delivery due to import charges – looking for advice
Summary: wonderful-treasures sought advice on handling a negative feedback situation after an international buyer refused to accept a delivery due to import charges, resulting in the item being returned. Despite providing eBay with detailed documentation, feedback removal was initially denied. Various participants shared experiences and advice, suggesting direct communication with eBay and highlighting key points such as the refusal of delivery. wonderful-treasures eventually succeeded in having the negative feedback removed and shared lessons learned, including the risks of blocking a buyer during an unresolved feedback dispute, emphasizing the importance of persistence and effective communication with eBay.
Hello everyone,
I would appreciate some advice from experienced sellers regarding a negative feedback situation involving an international order.
The item was sold on eBay and shipped from Spain, which was clearly stated in the listing.
The buyer did not accept the delivery after being asked by the carrier to pay the applicable import charges. The parcel was subsequently returned to me.
The buyer then left negative feedback stating, among other things, that the package had been returned to the seller and that the seller would not work with the buyer regarding a refund.
I contacted eBay and provided the tracking information, the carrier documentation and the relevant message history. I asked eBay to review the feedback, but the feedback was not removed.
I am trying to understand how other experienced sellers would handle a situation like this.
In particular:
When an international buyer refuses delivery because of import charges and the package is subsequently returned to the seller, how does eBay normally handle the resulting negative feedback?
Has anyone had a similar situation where the buyer refused delivery because of import/customs charges and eBay reviewed the resulting feedback?
I would appreciate hearing about other sellers' experiences and what procedure worked for them.
Thank you.
shado-x
·2 weeks agoDo not sell Internationally in today's day and age. 25 years ago, no problems.
tobaccocardyahoo
·2 weeks agoI looked at your listing and I did not see any advice that this shipment would be subject, but I found myself looking at the .es site.
Given all of the cya information in your listing, the omission of a warning on duties was surprising.
It appears to me that Ebay did not remove the FB because the buyer dissatisfaction should be reflected. And whatever protections offered you under Ebay policy were financial protections.
wonderful-treasures
OP2 weeks agoUPDATE – CASE RESOLVED
I wanted to close the loop on this discussion and share the outcome in case it is helpful to other sellers who may encounter a similar situation.
After my initial request to remove the negative feedback was reviewed and denied, I contacted eBay again and continued asking for the case to be properly reviewed. I also provided the tracking information, carrier documentation and the buyer-seller message history, including the circumstances surrounding the import charge and the refused delivery.
After a further detailed review by eBay, I was notified that the negative feedback and ratings would be removed. eBay confirmed that the issue was related to delivery and that the item had been shipped on time with UPS.
The feedback has now been removed and my profile is back to 100% positive feedback.
I would like to thank everyone who took the time to comment and share their experience, especially those who suggested focusing on the refused delivery, the import charges and asking eBay to review the messages between the buyer and seller.
One important lesson I learned from this case concerns blocking a buyer. Before blocking the buyer, I had already exchanged close to 100 lines of messages with her and had made extensive efforts to communicate with her and resolve the situation. At that point, an eBay agent advised me that I had done everything I was required to do, that the buyer had not fulfilled her part of the transaction, and that I did not need to continue responding to further messages. The same eBay agent advised me to report the buyer for her conduct and to block her, which I did following eBay’s guidance.
During the later review, however, I was told that blocking the buyer had cut off the possibility of further communication and that this was relevant to the review of the case. This was something I had not understood at the time, especially because I had followed the guidance I had received from eBay.
My practical advice to other sellers would therefore be: if a feedback dispute or other issue is still potentially under review, be very cautious about blocking the buyer, even if an eBay agent advises you to do so. Make sure you understand whether blocking could affect any future review or communication related to the transaction.
The Community discussion was not the final decision-making channel, but it helped me identify the points that needed to be raised again with eBay.
I hope this update is useful to other sellers facing a similar situation. Sometimes it may take several attempts to get a case in front of the right person, but in my case the matter was ultimately reviewed and resolved.
This was one of the most important lessons I took away from the whole experience.
Thank you again to everyone who contributed.
tobaccocardyahoo
·2 weeks agoGood for you. And may your result be a precedent for others.
squinkercat59
·2 weeks agoI have this little paragraph at the bottom of all my listings. I have sold quite a bit internationally, and never had one issue. I am in the U.S. though, so not sure if it is appropriate for your location.
"International buyers, please note that I will gladly mail to most anyone, worldwide. However, import duties, taxes and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be before bidding or buying. Also, cost of merchandise will not be undervalued on customs form; doing so is against U.S. and International laws."
wonderful-treasures
OP2 weeks agoUPDATE – I’m still looking for guidance on how to have this case properly reviewed.
eBay already reviewed my feedback-removal request and declined to remove the negative feedback.
However, the transaction messages clearly show that the buyer was informed of a $60 import charge, and the buyer stated that he did not want to proceed if he had to pay it. UPS tracking subsequently recorded the delivery as “refused”, and the package was returned to Spain.
eBay’s decision states that the listing, tracking history and buyer-seller messages were reviewed.
I have now escalated the matter through the appropriate channels and am trying to find out whether there is a way to have the import-charge/refused-delivery circumstances specifically reviewed under eBay’s Feedback Policy.
Reference: 1-508758339015
If any seller or eBay representative has dealt with a similar case, I would really appreciate knowing how the case was reviewed.
comicscauldron
·2 weeks agoYou should be protected. Just contact ebay via mail and ask them to remove negative feedback. Just explain them briefly that buyer neg you because he refused the package
wonderful-treasures
OP2 weeks agoThank you for your advice. I have already contacted eBay several times and provided the tracking information, carrier documentation and message history. Unfortunately, eBay reviewed the feedback and declined to remove it.
That is why I posted here, hoping to hear from sellers who may have experienced a similar situation and found another way to have the case properly reviewed.
Thank you again for your input.
comicscauldron
·2 weeks agoThe big problem here are the import taxes.
I sell from Mexico to USA and i use shipping services that let me prepay the import taxes so buyers dont pay anything extra when they get their packages.. You need to find a service that does that , otherwise you will have more issues with US buyers
mam98031
·2 weeks agoFile for Feedback removal on Ebay. Then if you are still denied, contact Ebay and talk with someone. Make sure you explain that the buyer REFUSED delivery. That is a clear violation and the buyer admits that in their feedback they left. Also make sure they understand that the buyer didn't want to pay the tariffs or custom fees. Hit all the highlights in both what you file on Ebay and if you have to contact them. It is important that you call all this out as well as making sure you ask them to review the messages between the two of you on Ebay.
wonderful-treasures
OP2 weeks agoThank you, I really appreciate your advice. I have already filed the Feedback Removal request, and eBay reviewed it and declined to remove the feedback.
That is why I am now trying to have the case reviewed through another appropriate channel. The buyer’s messages and the UPS tracking both document the refused delivery and the $60 import charge.
I will make sure to highlight those points and ask eBay to review the messages between the buyer and me. Thank you again for pointing me in this direction.
mam98031
·2 weeks agoThe next step is to contact Ebay directly and ask for an appeal of the feedback as I previously described. Siting policy and specifics is the way to get this done. Keep your feelings and opinions out of it. Talk FACTS.
I'm not at all sure what you mean by "another appropriate channel" as ONLY Ebay can fix this for you.