eBay

brwo4830 · ‎08-14-2022

So I ended up selling an item for around $400 and I shipped it to the UK with Ebay International shipping. The buyer has opened up a request because the item has not arrived yet (I have until the 18th for the request). I checked the tracking number provided by eBay and it says "Arrived at pickup point" and I did some searching and ended up finding it on parcelforce saying that they are "awaiting for payment of customs charges" and that its currently in the delivery depot right before going "out for delivery". What should I do? I never shipped internationally and with eBay, if someone could help it would be greatly appreciated.

an-36344 · ‎08-15-2022

@brwo4830 wrote:
1. I already sent messages to the buyer
2. and updated the tracking information that it is awaiting customs charge.

I even spoke to eBay customer service and they seem to understand. Unfortunately, no communication back from the buyer yet.

That rep doesn't understand how eBay works. eBay considers Awaiting customs payment to be the same as Delivered. After adding tracking, you can immediately ask eBay to step in -- NOT ASK EBAY TO PROLONG THE DELIVERY -- to close the case without a refund.

Then it's up to the buyer to either pay the customs fees to pick up the item, or allow it to return to the sender and forfeit the refund.

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soh.maryl · ‎08-14-2022

Did you contact your buyer and explain that it's waiting for him to pay those charges?

brwo4830 · ‎08-14-2022

Hey, i am going to contact the buyer now. If he does not respond what should I do?

bonjourami · ‎08-14-2022

The item should eventually come back to you.

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“Never pick a fight with an ugly person. They don’t have anything to lose.” ~Robin Williams

stephenmorgan · ‎08-14-2022

Since the buyer open a request you may want to contact eBay shipping department and ask them to extend the delivery time.

ms.rodriguez* · ‎08-14-2022

Notify the buyer that they MUST pay their customs /duties. Let them know that the item will be returned to you if they do not pay. Be very careful because some crooked buyers file a claim, get the refund and then they hurry to the customs place to pay the duties. So they end up getting the item for just the cost of the duties.

brwo4830 · ‎08-15-2022

Yes I had a feeling that could be the case. I already sent messages and updated the tracking information to the buyer that it is awaiting customs charge. I even spoke to eBay customer service and they seem to understand. Unfortunately, no communication back from the buyer yet.

an-36344 · ‎08-15-2022

@brwo4830 wrote:
1. I already sent messages to the buyer
2. and updated the tracking information that it is awaiting customs charge.

I even spoke to eBay customer service and they seem to understand. Unfortunately, no communication back from the buyer yet.

That rep doesn't understand how eBay works. eBay considers Awaiting customs payment to be the same as Delivered. After adding tracking, you can immediately ask eBay to step in -- NOT ASK EBAY TO PROLONG THE DELIVERY -- to close the case without a refund.

Then it's up to the buyer to either pay the customs fees to pick up the item, or allow it to return to the sender and forfeit the refund.

soh.maryl · ‎08-15-2022

eBay has a "shipping department"?

brwo4830 · ‎08-15-2022

I tried contacting the seller multiple times but no response. It’s been a day but should I ask eBay to step in now?

brwo4830 · ‎08-15-2022

Actually, it seems like I can't ask eBay to step in because the buyer has already opened a request to eBay to step in 3 days. After he opened up the request I provided the additional tracking information confirming that it is indeed awaiting customs charges and messages saying he needs to pay the customs charges or it will be returned back to me. It seems I can't do much else until the 18th when eBay steps in.

stephenmorgan · ‎08-15-2022

@soh.maryl wrote:
eBay has a "shipping department"?

Well, that is what I call them. They have staff that are specialist in dealing with shipping issues and they have extended delivery dates for me before.

ms.rodriguez* · ‎08-16-2022

Maybe try emailing the buyer again to pay for the custom duties or you will ask Ebay to return the item back to you. This is a big problem with international shipping.

brwo4830 · ‎08-16-2022

After looking over item not received issues page on ebay I found something interesting when it came to the tracking number.

It states "integrated with eBay" I don't see Parcelforce or royal mail listed and that is the site that says "Awaiting payment of customs charges". I also have a DHL tracking number but it only states "The shipment has been processed in the delivery depot".

Can I still use the Parcelforce tracking number for the item not received case?