Wondering if anybody has a suggestion

[blu-eyz1979]

I sold an item.  Item worked fine when it left.  Buy claims that the package arrived damaged and that the item was not working correctly.  This was a keyboard.  Basically it is a user setting that is wrong.  But, the buyer refuses to even tell me what keys are typing wrong of in what program/s.  

The issue is that the buyer wants to keep the item anyway, and I suspect the item is fine since the buyer did not claim the insurance on the package.  The buyer does, however, want me to pay the customs fees that eBay customer service says I am not responsible for.  I already ate $14 on shipping since the winning bidder was claiming eBay shipping was showing a much lower price than what I ended up getting but no big deal.  If I pay the customs fees I basically make nothing on the item at all.

So my issues:

1.  The buyer refuses to do anything in the way of providing me with what is not working.  I could help get the thing set up correctly if they buyer would.

2.  The buyer kept responding with they are fine with the item but wanted me to pay the customs fees.

3.  I have talked to eBay custom service and they claim that the buyer has the right to claim it was damaged and get a refund.  Even telling me the buyer did not even have to send the item back.  So the buyer could make a false claim, not even do anything with the package insurance, not provide any evidence it really is damaged (the "damage" is user error), and get the item and the money (including shipping back.  This would me I am out an expensive item and the almost $40 shipping.

Anybody have any advise?  Should I call in and ask for someone higher up?  Is that even possible?  

I planned on selling other items but I am not so sure now.  If it is that easy just to claim something does not work and keep it and the money that would mean I would have to avoid eBay.  Surely this is not the case.

[moo*cow*corner]

Sorry this is happening to you. Selling on ebay can be challenging at times to say the least...

1. There's no way to force the buyer to cooperate in any troubleshooting.

2. Ebay policy states that buyers are responsible for all customs fees and relevant taxes collected by their country.

3. The buyer can open a Return Request claiming damage. Without proof.  If he does, we can guide you from there. You are not obligated to do anything until the buyer officially opens a request.

If you want the item back, you'll have to pay return postage. Buyer will have to get his fees and taxes back via whatever procedure authorities in his country offer.

Returns for an overseas sale can be tricky. Come back immediately if he does open a return request claiming damage or SNAD (significantly not as described). Never let any time frames lapse without action. Always bad news there.

[blu-eyz1979]

Well, the issue is that the buyer is insisting on those custom fees or he will not drop the case.

The buyer, through the return request case on ebay, said that they wanted to keep the item and just wanted those fees back. Customer service says there is nothing they can do without the buyer ending the case. And that the buyer can get the money back. So that basically is forcing me to pay these customs fees.

Buyer may not be obligated to do any troubleshooting but the buyer admits the item works by saying the buttons work but are typing something different. That is a simple issue and is user error. The buyer admitted to knowing about the item so the buyer is not unknowing to what it does in terms of being a gaming keyboard that has gaming functions. If one of those are turned on by accident it could also change what a button does. But what it happening is the buyer straight up refuses to even say what is not working. Only that it is broken. I would think that a simple request like "What 2 buttons are typing the wrong thing" would be a simple request. I did request that and that is when the buyer said "This is going nowhere and I will have to contact ebay again". And the buyer simply is requesting these fees back.

The return is open. That was opened immediately when the buyer got the item. And it immediately turned into a request for those fees. No proof of damage. No response to questions about exactly what was not working. Only repeated requests for those fees. Even claiming they put the data on the case that they purchased another one of these items and the buyer shipped it without these fees and they just want me to refund those. And said they sent the data to ebay. Well, ebay customer service cannot see anything like that on the claim. And the buyer is not providing any information on the damage. Just trying to prove I should pay those fees.

I guess I probably am just out. I will probably have to refund this guy for those fees to get the claim to stop. Ebay customer service said if he accepted that offer it would end the claim. Sadly, I will probably not make anything here. I was giving ebay a go and had a lot of other stuff I wanted to list. Looks like I will have to go other routes since a buyer can claim anything with no proof. And really, I would be fine working it out if the buyer would have just proved an answer to the question of "What 2 keys are not working" instead of just constantly messaging about me paying those fees.

[tarpedge]

"Who pays for customs?

Generally, buyers pay additional costs such as duties, taxes, and customs clearance fees. To avoid problems, make sure that your listing clearly states this. You can cut and paste this directly into your listing:

International Buyers – Please Note:
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.
Please check with your country's customs office to determine what these additional costs will be prior to bidding or buying.

If you add this information to your listing and receive negative or neutral Feedback from the buyer about having to pay import duties and taxes, we may remove the Feedback. Find about more [sic] Feedback which refers to customs delays or customs fees."

[moo*cow*corner]

I understand the buyer isn't going to cooperate. It's annoying, but it is what is. Ebay doesn't require any cooperation or proof of damage. Ebay policies are very buyer-centric.

You are pretty stuck. That's why many sellers won't do international transactions. At least with domestic sales, the return postage process is easy to navigate and isn't a killer price-wise (for light items anyways).

You can insist on return, but then you'll have to pay return shipping. Plus you'll end up refunding the buyer's original shipping too. Even if they send back a rock.

There's a saying around here... If you can't afford to give it away or pay shipping both ways, then don't sell it on ebay. That's even more true for international sales.

Set your preferences to exclude foreign countries. At Paypal, set your preferences to exclude foreign currencies.

[moo*cow*corner]

Forgot to add...whatever you do, don't let the seller response time frame pass without taking action. If ebay steps in, you're likely to lose ALL your money and the item to boot. Plus get a major defect against your account for Case Unresolved By Seller. Those are deadly, along with Seller Cancellations for Out Of Stock. For a small volume seller, it only takes a few instances to get a seller restricted or even suspended.

[creoleorchid]

There is no option for the buyer to request customs fess on a return request. They say it's not as described, you have the option the accept the return or give a partial. I think the buyer just wants the keyboard so he may just drop the issue when you accept the return. You will have to pay shipping. (Assuming this was NOT GSP?)

Once a case is open you need to quit communicating with the buyer and deal through the resolution center. And consider cutting out international shipping.

[missjen831]

Before you listen to the advice already given, you need to clarify one thing--which should have been asked by the other responded--did you use ebays global shipping program? If you did, then ignore everything you've been told. The Gsp is responsible for the damage NOT YOU!! Have the buyer open a request and then you will need to call customer service immediately and tell them it's a GSP sale and that damaged items are the GSPs responsibility.

[southern*sweet*tea]

The gaming keyboard? your listing states you ship only to the US. Did you ship to a US address or to an overseas address? You mentioned customs fees...if you shipped to a US address, then your buyer is using a reshipper. Using a reshipper VOIDS a buyer's MBG. They would have no case.

[desco1961]

I agree with Missjen316. If it is a Global Shipping Pavkage and the item got damaged it is the GSP problem. If you sent it without going through GSP then it is your responsibility.

EBay should of told you that.

My personal experience , I never send myself. You have protections sending GSP.

I also agree with Creoleorchid. There is no way for them to request custom fees back. They did not send you personally the cost of customs. You never receive that payment. Custom fees are not refundable to the best of my knowledge.

Even if you lose alittle I would request item back. 9 times out of 10 they will drop eBay case and not do anything. Sounds like they are just trying to get it cheaper or free.

If they do send it back, take pictures of package before you open it and afterward.

If they dont send it back by time allowed by eBay, call immediately to have case closed. Keep a close eye on this case till it is over.

I have had cases opened saying item damaged and they dont return so I call immediately and have case closed.

After everything is over call eBay and request to file a complaint on this buyer.

You can also block this buyer from buying anything else from you. EBay customer service can also help you with this if you need help. Check out the help topics first it is very simple. 

I wish you alot of luck and prayers.