eBay

craigsdieselrepair · ‎08-03-2022

Hi guys!

I have a bit of a problem. On Jun 2nd I shipped a doll to a buyer in Chili. Since June 6th tracking showed the package is waiting on customs duties payment. The buyer started contacting me in June and asked for a refund, she said she couldn't pay the duties. She said that she had this problem before (she's a new buyer with a feedback score of 2) and the seller just refunded her. I explained to her that I couldn't just refund her since the package is in customs, waiting on her payment.

After some back and forth messaging, she said she didn't know how to pay the duties. The package was shipped eBay Standard Delivery. So I contacted eBay CS and they said that she should've received an email telling her how to pay the duties. So I relayed this to her. She claimed that she didn't receive any emails. eBay CS then gave me a link for her to get in touch with the shipping company, to verify her email address. I sent her the link with no response. She then opened an 'item not received' dispute.

Today is the last day, I believe the case can be escalated tomorrow. eBay CS told me that on August 5th to escalate the case if she hasn't responded (the case says to resolve by Aug 3). They didn't say that it would be decided in my favor though.

I'm weary of doing this. I don't want to get a strike on my account if they were to side in her favor. I'm not sure what I should do here. She's basically refusing to pay the duties, and the package is still sitting in customs. I don't think that the package would be covered under insurance since the package isn't lost. If I refund her, couldn't she then go and pay the duties and still receive the package?

I don't understand why she doesn't just pay the fees? I find it hard to believe that she hasn't received any emails from the shipping company, telling her to pay the duties. Especially since eBay CS has contacted the shipping company and they said she would be receiving an email.

I've responded in the case, by entering the tracking details. I've messaged her through the case giving her the link that eBay CS gave me and I again told her that she needed to contact the shipping company and make sure they have her correct email information. I can't do this for her, as I don't have her email address.

How do you guys think I should proceed in this case?

Anonymous · ‎08-03-2022

She has voided her money back guarantee by refusing to pay customs/duties/vat, etc as long as you did not overstate the value of the item.

The item was shipped internationally and didn't clear customs because fees or duties weren't paid

Covered:

The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher

Not covered:

The buyer didn't pay applicable customs fees or duties for any other reason

amricons · ‎08-03-2022

The former rule is buyer voids the Buyer guarantee if buyer refuses to pick up the package once the buyer has been notified. After awhile if the package is not picked up it is returned to shipper. eBay used to considered it delivered and it voids the buyer guarantee but if you get the item back you should give the buyer a refund less what is allowed to be subtracted (may depend on your seller status).

We only ship by GSP these days as back when we shipped SA , MX etc they were a nightmare as buyers would ask all kinds of things of sellers. Most common was lowing value on customs forms. With GSP all those issues go away. The other problem was the variable ship delivery times as systems were not very reliable for example to Brazil. Just ship to KY.

Asking any seller to lie in legal forms is not covered by any organizations. Just say no to buyer or use shipping method where as all fees are pre-paid.

All sellers can get better treatment if they press eBay to recognize USPS performance standards are less than 100% as eBay will dump the USPS issues into your lap. Very critical to make sure the USPS or other shippers get the last scan at the point of delivery. That scan is you best defense. Find out what cancels buyer protection from eBay and make sure you as a sellers have those boxes checked.

craigsdieselrepair · ‎08-03-2022

Should I escalate the case or should I call eBay?

craigsdieselrepair · ‎08-05-2022

Well the buyer has escalated the case. I've reported her but I don't know what else I can do. I guess we'll see how well sellers are protected when I get the outcome of the case. It should be open and shut since she violated the rules by refusing to pay the duties. I feel like she is trying to scam since she said she had this problem with 'another order' and that seller just refunded her. She can get a refund and then go pay the duties and end up with the item and a refund. Either way seller is out if she doesn't pay the duties and seller is forced to refund.

Fingers crossed that the right decision is made. She will definitely be blocked after this!

stainlessenginecovers · ‎08-05-2022

You won't be protected- automatically as the system is set up to just 'pay' the customer back.

You will then need to appeal, or contact reps at Ebay for Business-Facebook (best place)

stephenmorgan · ‎08-05-2022

I used a different International Shipper (not eBay) a short time ago. As part of this service my email was provided in the documents for Customs. The Customs of the country I sent item to sent me a email requesting the customs be paid on-line or if it was paid on delivery it was double the fee. If Customs was paid on-line then item would be released for delivery or it would sit for two weeks before it would be delivered. I forwarded the information to the buyer and they paid the Customs.

Sometimes is is absolutely necessary to have someone's actual eMail to deal with issues that arise after 15 days. You are allowed to exchange eMail addresses for 15 days as long as you have a eBay transaction with each other. On foreign transactions I always provide my eMail after I mail item. Foreign transactions will most always take longer that 15 days and if you do not have their actual eMail to resolve a issue then you will no longer be able to exchange eMail's.

ittybitnot · ‎08-05-2022

She can get a refund and then go pay the duties and end up with the item and a refund.

@craigsdieselrepair

There is even a name for those buyers that do that: Customs Hanger

Hopefully, if the buyer's claim is "item not received", eBay will deny the claim according to policy. They could very well issue a refund from your proceeds since "technically" the buyer does not have the product.

Years ago I had my share of the customs hangers. The filed for a refund through PayPal. Since delivery said "in customs" and not delivered, I lost the claim. And yes, the products were picked up the day after the money was refunded.

Good luck with this. Do let us know how it turns out.

craigsdieselrepair · ‎08-05-2022

I just lost the case. I can't believe they decided this quickly. I appealed and put a link to eBay policy. If they aren't going to follow policy, then what is the point of having the policy? If it weren't for the policy, I would've just refunded the buyer. I shouldn't receive a strike on my account because eBay doesn't follow it's own policy and buyers refuse to pay duties.

So buyer can just refuse to pay duties and seller is on the hook? Unbelievable.

craigsdieselrepair · ‎08-05-2022

The other problem is once I entered the tracking details into the case, it wiped out ALL of the tracking history on eBay. So I don't even know if CS can see where the package has been sitting in customs since June 6th. All it says now is that tracking has been entered (when you go to the order page and click on the tracking number).

craigsdieselrepair · ‎08-05-2022

And I just noticed they are charging me for her shipping and all. So I have to even refund the shipping, that I paid? Even though she didn't pay the duties? This is outrageous. Wow.

stephenmorgan · ‎08-05-2022

@craigsdieselrepair wrote:
And I just noticed they are charging me for her shipping and all. So I have to even refund the shipping, that I paid? Even though she didn't pay the duties? This is outrageous. Wow.

I sent you a Private Message that may help.

craigsdieselrepair · ‎08-07-2022

I wanted to let you guys know I had a good outcome. I had appealed the case, and eBay ruled in my favor in the appeal last night! I explained what happened in the appeal, that the buyer didn't pay the duties, and I got a message last night stating that the decision had been reversed in my favor.

Thanks for all of the replies, I appreciate everyone who gave advice and helped!

You guys are the best!