mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I'm sorry you have been running into issues.
You should NEVER put that an item is a GIFT on a Customs form. That is against the law. So don't do that ever again. When a buyer asks you to do that, they are trying to decrease their customs fees when the item arrives in their country. So they are trying to avoid paying fees they should be paying. Don't get involved with that as it could come back to bite you.
You only have less than 24 hours to respond to that claim. DO NOT let that time pass or the buyer can then escalate the Return Request to Ebay and Ebay is likely to rule in their favor and force you to fully refund them. We have 3 days to respond to a Request for Return.
What was the reason the buyer selected when opening the return request? This is very important.
Since you have a No Return policy, if the buyer selected a Buyer Remorse reason to open the Return for Refund, there would be a button in the Return Request that says you can deny the claim, which is your right when you have a No Return policy. But be sure it is really a Buyer Remorse reason, don't do it if you are sure, find out.
If the buyer filed the Return Request for an INAD reason, Then even with your No Return Policy, you need to process it. You need to accept the return of the item.
Since this shipped to another country, you will need to explain to your buyer that they will need to pay for return shipping. Then send you an picture of the receipt for shipping. Once you get the item back, tell them you will refund to them for the item they purchased AND the amount they paid for return shipping.
You do NOT need to reach out to Customs. That is your buyer's issue NOT yours. Stay out of it.
Now did the buyer file an INR because they haven't received the item because it is hung up in Customs and the buyer doesn't want to pay the fees? So they are claiming they haven't received the items. It becomes important exactly what the tracking says. If the buyer is simply not picking up the items because they do not pay, then you will likely be covered under Ebay Seller Protection. But be sure to verify this is correct and retain the proof in case it becomes important.
Give more details of the type of dispute the buyer filed, what date they filed it and what the tracking says.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
