Expensive item stuck at US Customs - who is responsible?

[caileigdauphinai-0]

Hello community,

I purchased an item 29 days ago from the UK, shipping to US--still not received and is 'held at customs for unknown reason' since 8/10/18. It was shipped through a carrier called DPD (European courier). Originally it was sent to the courier and sat for 5 days. When I reached out to seller to ask if it was normal, they shared that on the same day that I reached out to them, that they received notice of missing paperwork--seller indicated never having to had to provide it before.

Seller has been great about communication when I reach out, but I paid a lot of money, $1600+, for something that I've been waiting almost a month for. I reached out to seller on 8/17/18 asking them to contact courier to get more information. Nothing yet, other than confirmation that it's in the US...which I knew on 8/10/18.

If it remains stuck at customs, can I get a refund? How long do I wait before filing a claim?

Thank you for your help,

[ammart_6257]

File an item not received claim. If it shows up at your house you can we pay the seller then. Chances are it will probably go back to the seller.

[missjen831]

The seller is responsible. You can file an item not received case 1 day after the latest delivery estimate. You have 30 days from the latest delivery estimate to open the INR. So....it might be time to file the INR case. If you paid with paypal, you have 180 days to file the case with them

[caileigdauphinai-0]

Thank you. The shipper/courier did not provide a delivery estimate--does that mean I'm between a rock and a hard place?

[missjen831]

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@caileigdauphinai-0 wrote:

Thank you. The shipper/courier did not provide a delivery estimate--does that mean I'm between a rock and a hard place?

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No. Its ebays delivery estimate that you go by. You have 30 days from ebays latest delivery estimate to open the INR 🙂

[ammart_6257]

File the INR ASAP

[2015mhfashions]

Really not sure why everyone is telling you to open a case, as you state you know exactly where the package is, held in Customs, meaning awaiting clearance processing, when buying internationally before all purchases on every listing it informs buyers to be aware of possible Customs delays, there is nothing either you or the seller can do about Customs, it takes as long as it takes, I've had items sit in Customs a month before now, 11 days in Customs really is not that long, frustrating as it is eventually it will clear and you will receive it, at least you know exactly where the package is.

[missjen831]

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@2015mhfashions wrote:

Really not sure why everyone is telling you to open a case, as you state you know exactly where the package is, held in Customs, meaning awaiting clearance processing, when buying internationally before all purchases on every listing it informs buyers to be aware of possible Customs delays, there is nothing either you or the seller can do about Customs, it takes as long as it takes, I've had items sit in Customs a month before now, 11 days in Customs really is not that long, frustrating as it is eventually it will clear and you will receive it, at least you know exactly where the package is.

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We are telling her to file a case because-maybe you overlooked this-the reason the package is stuck in customs is because of missing paperwork and it is something the seller has to fix! This is a delay caused by the seller! She’ll have another 3-4 weeks to ask eBay to step in. It’s also an $1800 purchase so.....I stand by my advice.

[7606dennis]

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@missjen831 wrote:

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@2015mhfashions wrote:

Really not sure why everyone is telling you to open a case, as you state you know exactly where the package is, held in Customs, meaning awaiting clearance processing, when buying internationally before all purchases on every listing it informs buyers to be aware of possible Customs delays, there is nothing either you or the seller can do about Customs, it takes as long as it takes, I've had items sit in Customs a month before now, 11 days in Customs really is not that long, frustrating as it is eventually it will clear and you will receive it, at least you know exactly where the package is.

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We are telling her to file a case because-maybe you overlooked this-the reason the package is stuck in customs is because of missing paperwork and it is something the seller has to fix! This is a delay caused by the seller! She’ll have another 3-4 weeks to ask eBay to step in. It’s also an $1800 purchase so.....I stand by my advice.

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While I can see 2015mhfashions' point, I would probably agree that filing an INR would be prudent owing to the adversarial atmosphere here on eBay.  Of course, if the OP has a good working relationship with the seller, hopefully they do after spending that much with them, they might want to wait until the last possible moment to file an INR dispute. 

Of course, the seller should be working to correct the paperwork deficiency which appears to be the hold up.

[2015mhfashions]

Jen i didn't overlook that fact, as the buyer states the seller is communicating and i would assume attempting to fix the issue which he hadn't had before with previous purchases, attempting to fix the issue i would also assume takes a little time which an INR case would not give you, I very much doubt the seller would ignore any issues with a $1600+ item, I would also expect the buyer paying that much looks forward to receiving it, all i'm saying is give a seller a chance to fix a Custom issue, as the seller states this has never happened to him before.