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?
