Buyer left a negative feedback on a false claim

[secrecysale]

Dear  supporters,

I am Silva from Sri Lanka and am new to ebay selling,  2 weeks ago i made a shirt sale on 13th of Feb,2022 to an Italian buyer which i dispatched with in a day via Economy shipping Srilanka post (delivery time is at least 23 working days by Postal service) and uploaded tracking on time.

The buyer contacted me on 17th of Feb, 2022 regarding the courier asked him to pay a custom fee of $10.50 which he asked me to refund him. I felt my mistake which i did not mentioned that customs fees are not included in the description on the site, since i did not know to mention them in the description, by the same day itself he left a negative feedback before i check the issue with the courier.

later on I have checked the tracking via some global tracking today and it says '21 feb,2022 Your parcel has arrived at a transit centre, Srilanka' so it did not reached the destination country yet. i feel its a false claim, am i guilty on this? should i contact ebay about the false feedback?

thank you

[ckimodog · Accepted solution]

@secrecysale 

I post this is all of my listings:

THE SELLER IS NOT RESPONSIBLE FOR ADDITIONAL VAT AND DUTY TAXES THAT MAY BE APPLIED BY THE BUYERS COUNTRY

Contact ebay and tell them your situation. They may be able to get the comment removed.  Good luck. 

https://www.ebay.com/help/home

[chapeau-noir]

Contact ebay - the buyer's customs and duties are their concern, not yours.  eBay has gone back and forth as to whether we should have the disclaimer that @ckimodog states or not.  Since they can't seem to make up their mind, I also have this disclaimer in my listings.

[inhawaii]

Keep trying to contact ebay to get it removed.

Add the disclaimer to your listings.

Your reply to the feedback is good, but i would have shortened it up a bit. 

"Sorry for the inconvenience. That fee is not imposed by me, the seller. It is a customs fee imposed by your country.  When buying online, the buyer is always responsible for any customs fees."

[secrecysale]

Thank you @ckimodog for the advice, Will do the needful to add the disclaimer and contact ebay regarding this and explain my situation.

happy that i get some advice from the experts!  🙂

[secrecysale]

Thank you @chapeau-noir, some relive that am not guilty. Will add the Disclaimer for my future listing for my safety  😄

[secrecysale]

Thank you @inhawaii, i was trying to explain my situation and ebay policy, Will try to shorten the feedback replies. 

Thank you for the advice @inhawaii  will keep the good work 🙂