Buyer opened a case of not receiving the shipment

[smile122]

Hi , a buyer opened a case that he did not receive the shipment. The shipment tracking number shows that the shipment was delivered to the buyer’s country, but there were problems at customs due to:
Reason: Insufficient / incomplete / incorrect
The shipment may be returned to my address
I have added all the necessary information to deliver the shipment without problems
I will contact the German Post tomorrow during official working hours, but I decided to contact the eBay community
I have a lot of experience, but this is the first time this problem has happened to me, so what is your advice to me? I have another question. Will a defect be recorded for a shipment that did not arrive on my account?

What is your advice to me to avoid registering a defect for a shipment that did not arrive on my account?

Thank you.

[dbfolks166mt]

      First you need to respond to the INR case the buyer opened. Provide all of the current tracking information and the information regarding the delays. If you do not respond after 4 days the buyer can ask eBay to step in and 99% of the time they are going to fully refund the buyer and not require them to return the item. Have you reached out to the buyer regarding the delays? If not you may want to consider doing so. 

     Second you are in Jordan so I am not familiar with your carrier services but Germany can be a tough country to ship items to given all their import restrictions. When you sell and ship internationally unfortunately the onus is on the seller to fully understand those laws and restrictions. 

     As for the ding to your seller metrics that would depend on the outcome of the INR. 

[ckimodog]

@smile122 

Tagging on with @dbfolks166mt , your item was most likely stopped at customs because what ever you sold them cannot be exported to that country.  You need to follow up with the claim and stay current & communicative with your buyer.  Once you receive the item back in your possession, refund the buyer.  You also need to stay on top of what can & cannot be exported if you choose to sell internationally.  Important. 

I wish you a positive outcome!

[smile122]

Hi I sent the same product to Germany previously and there were no problems. The product is a musical instrument. Anyway, I will never send this product again to Germany. Thank you for the reply I really appreciate it.

[fashunu4eeuh · Accepted solution]

Commercial shipping to Germany requires a special form. In addition, the country has other forms that need to be included. For more info, see link below.

https://www.easyship.com/blog/germany-shippping-restrictions-guide