Buyer not paying the custom has opened a case. How can I ask ebay for help?

[dodoskin]

The buyer needs to pay there own custom, which is our policy listed.

And the buyer said they cannot pay the custom and the product is thrown away at the airport.

So, we told the buyer we cannot issue a refund with the order and now the buyer has opened a case.

I'm trying to contact ebay but I cannot find it how to.

Can anyone please help.

[shipscript]

A new case is handled by the bots. I assume the case is for "item not received". You must respond within the allotted time frame. In your response, reiterate that you are not responsible for the buyer refusing to collect the item. After the case has been opened for 3 days, either party can ask eBay (a human) to step in. When you ask eBay to step in, do ask that the agent review eBay messages.

If the case is closed by the bots due to tracking not showing delivered, you can appeal.

https://www.ebay.com/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-item...

If you need to preemptively speak to customer service, scroll to the bottom of any related help page and click the "Contact Us" option.  Type "Agent" in the chat window that appears and you will be given the option to chat with a human or request a callback. Make sure that you disable any sort of call-blocking on you phone.