eBay canceled order from the Intl. Hub and Buyer left negative feedback

[dealsdirectinc19]

Hi, Today I received negative feedback for extremely unfair reasons. My buyer purchased some containers that need to be shipped overseas. I shipped the items with tracking and eBay's international hub received the items. After a few days, I received an email from eBay"  

Your order can’t be fulfilled.

We wanted to let you know that unfortunately this item could not be shipped internationally. As a result, your order can’t be fulfilled. This could be due to import restrictions or eligibility requirements. You get to keep the sale and we’ve issued a refund to your buyer.

We understand this may be unexpected and would like to share more information about eBay International Shipping."  I contacted ebay and explained the issue and they refused to remove the negative feedback whiched caused by their faliure to ship the item to the buyer.  What should I do in this matter? Please help. 

[inceptions]

Hi @dealsdirectinc19 

I know you're not happy about this, but you didn't receive the negative feedback because the EIS hub failed to ship the item to the buyer. They were complying with the law. You received the negative feedback because you (not the hub) mistakenly listed an item with international shipping when you are not allowed to ship that item internationally.

Maybe if you sincerely apologize for the error to the buyer, and explain to him that you were unaware of the law prohibiting that item from being shipped to his country, he may be willing to revise the feedback. If he is, you can send him a feedback revision request from your feedback page.

[albertabrightalberta]

"You received the negative feedback because you (not the hub) mistakenly listed an item with international shipping when you are not allowed to ship that item internationally."

@inceptions 

Are you sure that's correct? It's my understanding that it's the BUYER'S responsibility to know what can and cannot be imported into his country. How can a seller know which international buyer will purchase his item?

(It looks like the feedback was removed though.)

[inceptions]

Hi @albertabrightalberta 

From this help topic:

https://www.ebay.com/help/selling/shipping-items/setting-shipping-options/ebay-international-shippin...

The following requirements apply to items shipped through eBay International Shipping:

• Items are physically located in the US and listed on eBay.com
• Items are eligible for export and the cost doesn't exceed $2500 USD
• Packages should not exceed:
  • 48 inches in length, 84 inches in length and girth
  • 44 lbs. in billable weight (not actual weight) for all countries except Canada (maximum billable weight for Canada is 66 lbs.)

I know it's hard to read, but this is an example customs form from USPS.

USPS lists prohibited items that cannot be exported by country.

https://pe.usps.com/text/imm/ab_toc.htm?_gl=1*1w564rg*_gcl_aw*R0NMLjE3MzIzMDM2MzcuQ2p3S0NBaUE5SUM2Qm...

For example, here's the list for Italy:

https://pe.usps.com/text/imm/il_008.htm

At any rate, I'm glad the negative was removed. Complying with this can be an onerous task for sellers, depending on what they sell, but it is their responsibility.