I contacted the buyer and his response is as followed.
"hello good afternoon, as you can see, I have not received the article, the customs of my country informed me that this product had arrived without a legal invoice to proceed with the shipment, and without the necessary documentation."
I'm not sure what this means for me and why they opened a payment dispute instead of just contacting me. Also, shouldn't eBay be the one filling out the proper customs information if it goes through their International Shipping Program.
. Bit of a conflict between your OP and the recent information you received from the buyer. It would help if you could tell us which item it was so we could take a look at the listing with regards to the shipping section.
If the buyer did in fact file a "does not recognize transaction" dispute with their CC company this generally occurs when the buyer doesn't remember the transaction or their account and/or CC information was hacked and used by someone to purchase something. Generally eBay will respond to the CC chargeback and provide the information regarding the item purchased. The seller will generally prevail in these types of chargebacks. Did eBay ask you to respond to the chargeback case and if so how did you reply and what information did you provide?
If the buyer filed an INR chargeback that is a different story. While generally eBay only requires the seller to upload the tracking information showing delivery. However, your case is different since it involves what appears to be the EISP which is in essence a glorified freight forwarder. For normal freight forwarder situations, the buyers MBG coverage ends once the seller delivers the item to the freight forwarder but eBay has waffled on this a couple of times.
Since it appears the EISP is involved the situation may be different. Unlike the GSP which was well established and worked well the EISP is new. The GSP would honor the sellers list of foreign countries they would not ship to. I am not sure if this is the case with the EISP. For an INR that was delivered to the EISP logic would dictate that the EISP is responsible from that point forward in most cases. A NAD chargeback may be the exception.
In addition to the information others provided regarding the EISP following is the eBay policy regarding seller chargeback protections. Whether eBay stands behind the policy is another question.
https://www.ebay.com/help/payment-dispute-seller-protections/selling-policies/payment-dispute-seller...
