Wrongfully combined shipping leads to additional customs fees

[pokemoka93]

tl;dr: I had two different orders of multiple items from an international seller from Japan (total order values of $80 and $120). Both orders were paid separately including shipping fees, but the seller still send them together. This lead to a total order value of more than $150, which made it subject to additional customs fees in Germany (where I live). Now the package is kept at my local post office and I have to pay additional customs fees of almost $50 in order to receive the package. If I don't pay after 1 week, the package will probably be returned to the seller.

What are my options here and how should I proceed within my rights to either get the items while also receiving back the additional customs fees or at least get my money refunded in case the order is sent back to the seller?

Detailed description of events:

I bought several items from a seller from Japan over a period of about 2 weeks. The seller offers combined shipping. After the first week I received an invoice for the combined purchases of this week including the shipping fee for a total value of around $80, which I paid immediately.

The following week I continued buying additional items of the same seller and after a few days the tracking number for the first order was provided by the seller.

After the second week I again received an invoice for the combined purchases of the second week including the shipping fee for a total value of around $120, which I also paid immediately.

Since both orders had a total value of less than $150 they are not subject to additional customs fees in Germany (the country of destination) besides the VAT which were already collected automatically by ebay.

In my experience from a handful of similar orders, everything should be fine with this.

After a few more days the tracking number for the second order was provided by the seller, but at the same the seller updated the tracking information of the first order and changed the tracking number to that of the second order.

This suggests that the seller combined both orders and shipped them together although I paid them separately including shipping fees.

At that point I did not realise that the total value of both orders when shipped combined would be way over $150 and therefore could be subject to additional customs fees when detected during the import process.

I didn't realize this until two weeks later when I received a notice from my local post office that they had a package for me for pick-up that was subject to customs fees of almost $50, which I would have to pay when collecting the package.

The tracking of the order on ebay and on the Japanese post website shows the final delivery of the package, while the DHL website correctly states that the shipment could not be delivered and was brought to the local post office for pick-up.

In my view the seller wrongfully combined the shipment of both orders which has lead to the higher total value of the shipment of more than $150, making it subject to additional customs fees that otherwise would not have to be paid. Since this is not my fault, I should not pay the additional cost of customs fees myself. But please correct me if I am wrong.

[downunder-61]

I agree that the seller should not have combined without asking you first. They most likely thought they were doing the right thing to save you some shipping cost.

I am not sure how you would go about getting any restitution for the additional funds though as this would not fall under an ''issue for eBay''.

In future I would:

1. Contact the seller and explain the reason you want shipping seperately before buying.

2. Purchase one lot and then after that is shipped purchase your second lot.

[stephenmorgan]

As a seller I had a buyer from Germany purchase two separately listed items and paid for both items along with the two shipping fees.

I messaged them and ask since they paid for two separate shipping fees if they wanted the items sent separately or did the want me to send them together and refund the difference in the shipping cost.

They wanted two separate packages and they did mention about the Import Taxes.  No big deal, I sent two packages.

If you paid separate shipping fees maybe the seller should refund you part of the shipping cost.

[pokemoka93]

I could understand the motive of saving me some shipping costs, but this is not the case.

The seller collected the shipping fees two times, once for each order, but proceeded to ship both together. That probably saved them some shipping costs, but not me.

I paid for my second order 9 days after I paid for the first order and four days after I received the tracking information for the first order. Unfortunately I can not recall if the order also was marked as shipped at that time, but at that point I probably did not think it was necessary to explicitly ask the seller if the order actually has been shipped by them.

Basically, I just expected to get what I paid for, which was the shipping of two orders. Of course I won't do that anymore in the future, especially in cases like this where it is of greater importance that such things are understood by the seller.

[stephenmorgan]

You should defiantly ask to be refunded for one of the shipping fees.  That would help to pay for your tax.  

You paid for two separate shipments and only received one.  You received a shipment of less than what was offered and what you paid for.

[pburn]

tyler@ebay 

velvet@ebay 

jasmen@ebay 

Could you suggest what recourse a buyer has under these circumstances? Buyer paid full shipping for two separate items but received one package containing both items. Can the buyer file a SNAD/INAD based on the shipping not matching the description? What options might be available to this OP?

Perhaps you could also touch on the fact that the import/customs tax increased considerably for this single package because the seller shipped in the fashion, unbeknownst to the buyer. Any recourse for that complication?

Thanks!

[pokemoka93]

A refund of one of the shipping fees would be the least. Unfortunately, those fees are negligible compared to the additional customs fees ($4 vs $50).

My problem is not them charging me a few dollars more of shipping fees, but their "mistake" (or attempt to earn a few bucks extra) causing me a potential upcharge of roughly 25%.

I'd rather reimburse the seller the shipping fees and let the shipping company return the package to the seller for a refund than paying $50 in unnecessary customs fees. But I don't know if the package will also be tracked on the way back and if I have a valid claim for a refund in that case.

[7606dennis]

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@pokemoka93 wrote:

A refund of one of the shipping fees would be the least. Unfortunately, those fees are negligible compared to the additional customs fees ($4 vs $50).

My problem is not them charging me a few dollars more of shipping fees, but their "mistake" (or attempt to earn a few bucks extra) causing me a potential upcharge of roughly 25%.

I'd rather reimburse the seller the shipping fees and let the shipping company return the package to the seller for a refund than paying $50 in unnecessary customs fees. But I don't know if the package will also be tracked on the way back and if I have a valid claim for a refund in that case.

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Just out of curiosity, wouldn't you have had to pay Customs fees on each of the items if they were sent separately?  

[downunder-61]

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@pokemoka93 wrote:

I could understand the motive of saving me some shipping costs, but this is not the case.

The seller collected the shipping fees two times, once for each order, but proceeded to ship both together. That probably saved them some shipping costs, but not me.

I paid for my second order 9 days after I paid for the first order and four days after I received the tracking information for the first order. Unfortunately I can not recall if the order also was marked as shipped at that time, but at that point I probably did not think it was necessary to explicitly ask the seller if the order actually has been shipped by them.

Basically, I just expected to get what I paid for, which was the shipping of two orders. Of course I won't do that anymore in the future, especially in cases like this where it is of greater importance that such things are understood by the seller.

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Well, I totally agree the seller was really out of line by doing this, I assumed they were trying to save you shippiing costs, but as you say they were only looking out for themselves.

Sorry this happened.

[downunder-61]

No, some country's have a capped $$ limit before customs duty is charged for individuals. 

The seller placing all in one order would have put the sale over the $$ cap for Germany.

[7606dennis]

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@downunder-61 wrote:

No, some country's have a capped $$ limit before customs duty is charged for individuals. 

The seller placing all in one order would have put the sale over the $$ cap for Germany.

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Makes sense.  Thanks!

[pokemoka93]

That's the whole point - I would have not have to pay extra customs fees if they were sent separately. In Germany, orders with a value of less than 150$ are only subject to VAT, but not extra customs fees.

Only above a value of 150$ an additional customs fee is applied depending on the item.

[downunder-61]

Customs works the same way here in Aus for individuals, a $$ cap, so I understand your problem.

An idea, if you go to your orders, could you print them out and take them with you when you collect your item to prove they were in fact purchased in 2 transactions of lower $$ values and on different dates ?

Hardly your fault the seller took it upon themselves to send together.

No idea how customs works in Germany, but may be worth a try.

Good luck

[pokemoka93]

The problem in Germany is that I have to pay the customs fees to the postal service no matter what because the postal service has paid them already (which they are allowed by law to simplify the delivery process). Only after I have paid the fees to the postal service in order to received the package I can tend to the customs office with my receipt and try to appeal the fees.

The seller now replied that he is not responsible for any customs fees. No comment on them wrongfully shipping the orders together and thereby causing the package being a customs case.

I don't know if the seller really does not care or if there is some sort of language barrier and the seller just does not understand the entire problem. I tried to explain it to them again, but yet no response.

[velvet@ebay · Accepted solution]

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@pburn wrote:

tyler@ebay 

velvet@ebay 

jasmen@ebay 

Could you suggest what recourse a buyer has under these circumstances? Buyer paid full shipping for two separate items but received one package containing both items. Can the buyer file a SNAD/INAD based on the shipping not matching the description? What options might be available to this OP?

Perhaps you could also touch on the fact that the import/customs tax increased considerably for this single package because the seller shipped in the fashion, unbeknownst to the buyer. Any recourse for that complication?

Thanks!

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Thanks for the tag @pburn! While a frustrating situation given the added expense of the two orders being combined, we don't have an option to hold the seller responsible for that added cost. In the end @pokemoka93, you would need to pay the custom fees to get the items, or have the items returned with no guarantee that the seller will cancel the transaction and refund you. 

It sounds like you may be able to appeal the charge with your customs office and I hope @downunder-61's suggestion works to show that they were originally two separate orders. Going forward though, you may want to wait until an item/package is shown to be well on it's way to you before buying additional items from the same seller like downunder-61 suggested.

I'm sorry I don't have a better answer for you and remember that you have the option to leave Feedback to let others know of your shipping experience with this seller.