Ebay violating its own policy-

[everythingfouru]

I sold and shipped an item internationally.  I purchased the label through ebay, and paid $35 out of my own pocket I offered free shipping.  The buyer messages me first to lower the declared value to a 1/3rd of the value.  I message them that is not allowed under ebay policy.  The buyer then emails me to send them a receipt showing lower value, I explain I can't do this, this is not allowed under ebay policy.  I ship the item and the item arrives at customs.  The buyer messages me that the item has arrived at customs and that they refuse to pay for customs fees, and then refused to pay for customs fees.  They then falsely open a claim saying item not received.  I explain all of this and appeal the claim, its denied and the entire amount is returned to the buyer no ebay fees are returned.  I appeal, explaining this is not allowed under ebay policy, and it's denied again.  I call ebay customer service and they send a message to their support team, and then they email me this is denied again.  The tracking number shows the item has been lost in return shipping.  Ebay is violating its own policy, and my contract with them.  

According to ebay policy from ebay: A customer isn't allowed to refuse to pay for customs fees, they are responsible to pay this amount.  

Exclusions and special coverage when the buyer doesn't receive an item

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

Not covered:

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

[ittybitnot]

 Ebay is violating its own policy, and my contract with them.  

@everythingfouru 

For some reason there seems to be alot of that going on here lately.  The claim process is automated, the appeal process is not much better, and the customer service you get from chat or call back, basically appear to have no authority to do anything. My best advice to you is to wait until Monday, then plead your case via the big blue send message button here: 

https://www.facebook.com/eBayForBusiness

Include your user ID, item number, the brief description you posted here and the policy.  The people that monitor that portal are a higher tier customer service that actually have the authority to check this out and act on the situation.  

Hopefully, you will get some assistance.  Do come back and let us know how it works out. 

[chapeau-noir]

Also, if this happens again - there were some red flags - after the invoice question I would have canceled that order - you're not only being asked to do something outside of the scope of both your listing and eBay policy (twice!), but a transaction that starts down this road rarely ends well.

Good luck, and be certain to contact eBay on facebook - be sure to send the info the poster above detailed in a private message - don't post it in their feed.

[marjorysminis]

“and paid $35 out of my own pocket“ why you do that? You accommodate the customer? I don’t understand why you pay an extra $35

[femmefan1946]

When a customer makes demands after the sale you are allowed to ask if the customer would prefer to cancel the transaction since he is unhappy about his nation's import fees.

It would be tricky to do this without asking, since the buyer could protest to eBay, but one Defect is not a death knell. Just don't get another in the next 12 months.

And eBay's policy is that seller's are not required to refund one red cent if the item is Undeliverable-- which includes items that the buyer does not pick up from Customs.

Even if the seller is willing to refund, she doesn't have to refund the shipping cost and she doesn't have to refund until she has the item back.

This is a conversation from another instance of Undeliverable shipments.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

 
This is the part I'm referring to
 
Exclusions and special coverage when the buyer doesn't receive an item


Items collected by a third party on behalf of the buyer
-Not covered
T

he buyer arranged their own shipping method, such as a courier pickup
-Not covered


The buyer provided an invalid or incorrect address at checkout
 -Not covered
I don't know how to do screenshots.  There is a LOT of information on that page.

 
An ethical seller would refund the payment, less shipping costs, eBay fees, and international payment processing fees.
But it's my belief that eBay will not require any refund.
 
Hi @femmefan1946! You're correct in that a refused package is on the buyer and not the sellers responsibility to refund. As long as tracking shows the package was refused, then we would side with a seller if the buyer opened an Item Not Received claim. 
 
I agree that I would not withhold all the money, but it is up to the seller if they would like to withhold shipping, refund the buyer entirely, or keep it all. If the seller is okay with refunding the buyer entirely and being out the shipping costs, then they can cancel the transaction using the buyer requested option since in essence, they did by refusing the package. If the seller wants to retain the shipping costs, then they can message the buyer a heads up (not a requirement but a nice thing to do) and then refund them partially through this flow here. 
Velvet,
velvet@ebay 

I would suggest that in appealing this dispute, that you deal only with the eBay employees on Chat.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.
https://twitter.com/askebay?lang=en
https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.



The phones are covered by poorly trained sub-contractors, not actual employees.

[femmefan1946]

BTW- Free Shipping does not mean 'free'.

The buyer pays for shipping which has been included in the asking price.
It's a marketing strategy.

Which is cheaper : A $100 item with $35 shipping or a $135 item with Free Shipping?
 If you charged your customer $100 and then paid $35 for shipping, you customer only paid $65 for the item.

And it is a Bad Idea to offer "free shipping" overseas. The cost of shipping worldwide varies too much.

[chapeau-noir]

First attempt: "Sorry, I can't falsify customs forms.  Do you want to cancel? I can do this for you with no problem."

Second response  would be to cancel for address problem - because there is obviously a reason why the buyer continues to want illegal activity performed in order to service their address (wherever it is).  They've also been warned the first time.

I have a short way with this kind of thing.

[ittybitnot]

First attempt: "Sorry, I can't falsify customs forms.  Do you want to cancel?

@chapeau-noir 

What a wonderful idea!!!!  

[everythingfouru]

I asked the buyer if they wanted to cancel, and they said no and to send the item.   

[everythingfouru]

I will try that.  

[everythingfouru]

that is a good idea, thanks

[dbfolks166mt]

     One of the reasons I utilize the eBay Global Shipping Program (GSP) for international sales is the shipping center is the one who sends the invoice to the buyer, handles the customs forms and collects the customs fees and/or VAT taxes before the item is even shipped. There are no issues with items clearing customs and the center is certainly not going to falsify the customs forms. 

     There is a scam that shows up once in awhile where a foreign buyer will file the INR, eBay refunds the buyer as they did in your case and the buyer the immediately pays the customs fees to get the item released and it is delivered to the buyer. Don't see this often but it does happen on occasion.