eBay Case Question
Discussion
Not sure if this is the right forum, but here goes...
I need some experience of people who have had cases opened against them as a seller in eBay.
I recently sold some Lego to a person in Chile. He didn't ask for a postage cost before bidding, he then had a moan when I told him how much it would be. I sent him the link to the website showing him the cost and he paid up. I filled out the customs declaration, etc and sent it off.
DHL have tried to deliver it and there is duty and VAT to be paid, the buyer is refusing to pay the duties and wants a refund and is threatening to open case against me.
I hope I would be well within my rights to tell him to jog on, but just want to make sure before I do.
TIA
I need some experience of people who have had cases opened against them as a seller in eBay.
I recently sold some Lego to a person in Chile. He didn't ask for a postage cost before bidding, he then had a moan when I told him how much it would be. I sent him the link to the website showing him the cost and he paid up. I filled out the customs declaration, etc and sent it off.
DHL have tried to deliver it and there is duty and VAT to be paid, the buyer is refusing to pay the duties and wants a refund and is threatening to open case against me.
I hope I would be well within my rights to tell him to jog on, but just want to make sure before I do.
TIA
Thanks guys.
His story keeps changing, firstly it was an incomplete address causing the problem, when I pointed out that I used all the address fields I could with the courier, and checked the format with google for Chile address format, and it was all ok. He then came back with there was customs charges to pay, apparently $200 of £40 of stuff.
Now it is something about a missing phone number...
The buyer has spoken to Kirsty Medcalf at DHL and got a case number, googling Kirsty Medcalf DHL the first result is for UK girl who used to work at DHL...
I suspect a chancre, I have not told him to go f
k himself yet, but I have pointed hIm forwards eBay's FAQ about customs charges.
His story keeps changing, firstly it was an incomplete address causing the problem, when I pointed out that I used all the address fields I could with the courier, and checked the format with google for Chile address format, and it was all ok. He then came back with there was customs charges to pay, apparently $200 of £40 of stuff.
Now it is something about a missing phone number...
The buyer has spoken to Kirsty Medcalf at DHL and got a case number, googling Kirsty Medcalf DHL the first result is for UK girl who used to work at DHL...
I suspect a chancre, I have not told him to go f
k himself yet, but I have pointed hIm forwards eBay's FAQ about customs charges.Thanks folks, it had a sender on it and so far I have been polite and helpful, asked what the problem is, checked with both courier companies, and politely pointed out eBay's customs policy.
I now think I will ignore unless he raises a case, but that depends on his next move TBH.
ETA: this was the first time I have sent anything out of the EU, it will be the last as well!
I now think I will ignore unless he raises a case, but that depends on his next move TBH.
ETA: this was the first time I have sent anything out of the EU, it will be the last as well!
Ah, ok. All communication has been through eBay messenger. He doesn't have my email address, and won't be getting it either.
A thought occurred last night, he had the DHL waybill number. I had no knowledge of who Parcel Monkey used to get the parcel to Chile, only Parcel Monkey's tracking number, so he must have seen the parcel to get the waybill number, so they obviously have the correct address for delivery.
The guy just seems to be digging a bigger whole for himself at the minute.
A thought occurred last night, he had the DHL waybill number. I had no knowledge of who Parcel Monkey used to get the parcel to Chile, only Parcel Monkey's tracking number, so he must have seen the parcel to get the waybill number, so they obviously have the correct address for delivery.
The guy just seems to be digging a bigger whole for himself at the minute.
Parcel Monkey, my courier, have confirmed that he has not paid customs fees yet, and what do I want to do with the goods if he doesn't. I said that depends on if he chases me for a refund, if he opens a case and wants refund, then I want them returning at his expense.
That said, it has been 24 hours since I messenged A. Chancer with the link to eBay's T&C's regarding customs charges and there has been no response yet, which is a life time for this tool.
I have sold loads of stuff to the EU before, all without issue, this was a first outside of the EU and I had already agreed to the sale and received payment before coming across the customs docs issue.
Note to self: EU sales only from now...
That said, it has been 24 hours since I messenged A. Chancer with the link to eBay's T&C's regarding customs charges and there has been no response yet, which is a life time for this tool.
I have sold loads of stuff to the EU before, all without issue, this was a first outside of the EU and I had already agreed to the sale and received payment before coming across the customs docs issue.
Note to self: EU sales only from now...
JustinP1 said:
Amen, to the last point.
Even if you state that on your listing though, you'll still get bids. Get ready to know how to delete the bids when a sod from Australia with zero feedback insists on bidding with minutes to go...
Out of interest, was the Lego expensive or rare? I can't see why he'd bother. Unless of course, he's an idiot... which may prove likely.
Not that I know of, it was an original Minstorms robotics kit, 100% complete! but the controller brick was borked and sold as spares or repair.Even if you state that on your listing though, you'll still get bids. Get ready to know how to delete the bids when a sod from Australia with zero feedback insists on bidding with minutes to go...
Out of interest, was the Lego expensive or rare? I can't see why he'd bother. Unless of course, he's an idiot... which may prove likely.
ETA: Ah, mr chancre is back, typing in Chilean this time, translation says something about DHL unable to contact him. Curious to know hoe he knows the carrier is DHL, the address is incomplete and there are customs charges if the can't contact him... Tit.
I just responded with "In English please"
Edited by Megaflow on Tuesday 10th June 22:49
Update. I think he has got bored, he messages me on Tuesday, with some new spurious reasoning. I messages back saying this:
I said:
Sorry, I am now really confused.
At first you said they could not deliver because the address was incomplete, then you said there was customs charges, now you are saying DHL cannot communicate with you because there is no phone number or email.
Could you:
1) Explain specifically what your issue is?
2) How you found out the address to be allegedly incomplete when the package has not been delivered?
3) How you know the courier is DHL if they have no means of contacting you?
To clarify, I booked the courier through a third party, Parcel Monkey, I have no knowledge or control over which courier they use to send the parcel. So how you came to be in possession of a waybill when the address is allegedly wrong and discovered the courier to be DHL when they have no means of contacting you is confusing me.
Not heard a thing since I sent that.At first you said they could not deliver because the address was incomplete, then you said there was customs charges, now you are saying DHL cannot communicate with you because there is no phone number or email.
Could you:
1) Explain specifically what your issue is?
2) How you found out the address to be allegedly incomplete when the package has not been delivered?
3) How you know the courier is DHL if they have no means of contacting you?
To clarify, I booked the courier through a third party, Parcel Monkey, I have no knowledge or control over which courier they use to send the parcel. So how you came to be in possession of a waybill when the address is allegedly wrong and discovered the courier to be DHL when they have no means of contacting you is confusing me.
I am reasonably confident it is 45 days, sadly that is not until a week today. He just has to be a chancer though, firstly if he had a genuine issue, he would say so rather than keep changing things and throwing odd random snippets in and also he wouldn't wait two weeks to respond!
I shall ignore, possibly for a couple of days before sending a suitably time wasting response, more likely ignore completely.
Parcel Monkey, the company I have my contract with, says the parcel has been delivered & signed for.
I shall ignore, possibly for a couple of days before sending a suitably time wasting response, more likely ignore completely.
Parcel Monkey, the company I have my contract with, says the parcel has been delivered & signed for.
Doh, that was too soon.
Email from eBay: Case opened...
My official reponse:
Email from eBay: Case opened...
My official reponse:
I said:
Parcel Monkey shows the parcel as delivered. Parcel Monkey is who my contract is with for delivery. I had no knowledge of them using another carrier to complete the delivery. For you to know DHL were involved and have a copy of the waybill means you have received the parcel.
Edited by Megaflow on Friday 18th July 08:12
eccles said:
Megaflow said:
Doh, that was too soon.
Email from eBay: Case opened...
banghead
My official reponse:
I don't think thats always true (your last bit). DHL will send a letter out with all the details and the cost breakdown for you to pay before you get your parcel, although I've had some courier firms deliver the parcel and then the customs/handling bill turns up weeks later. So it's no a dead cert that he has the parcel.Email from eBay: Case opened...
banghead
My official reponse:
I said:
Parcel Monkey shows the parcel as delivered. Parcel Monkey is who my contract is with for delivery. I had no knowledge of them using another carrier to complete the delivery. For you to know DHL were involved and have a copy of the waybill means you have received the parcel.
Caterhamfan said:
Um - just a thought, if Parcel Monkey passed the package on to DHL, is the signature confirming delivery simply DHL accepting the package for onward transmission?
I don't think so, because the receipt for delivery was 16 days after is was dispatched. Tracking info:20th May 2014 @ 20:26 Collection Scheduled
22nd May 2014 @ 22:12 Prepared for export / in transit
25th May 2014 @ 16:30 Arrived at sort facility
24th May 2014 @ 13:45 Departed sort facility
5th June 2014 @ 13:30 Standard customs procedure/under inspection
29th May 2014 @ 12:15 Customs clearance: Approaching customs deadline
4th June 2014 @ 12:43 Delivery problem: Abandoned by agent
5th June 2014 @ 15:41 Delivered & Signed For
Edited by Megaflow on Friday 18th July 12:27
I've tried being polite and responding to him, but I have now had enough, I just responded with:
I said:
As I said before, I filled out all the available fields on the couriers form. There wasn't space for anything more.
You have still not explained how you have the way bill if the address is incorrect and the courier has no way of contacting you.
The address on the way bill which you have given me a copy of includes road name, road number, town and the correct 8071229 postal code for Santiago including the municipalities of San Bernardo.
The road number, name and postal code into google maps produces this result:
https://www.google.co.uk/maps/preview?safe=off&...
Please be aware that this is my last communication on the subject and I will now escalate to eBay. You have had the parcel, and are now trying to reclaim the money to cover the customs charges you forget to account for
I then escalated to eBay with this:You have still not explained how you have the way bill if the address is incorrect and the courier has no way of contacting you.
The address on the way bill which you have given me a copy of includes road name, road number, town and the correct 8071229 postal code for Santiago including the municipalities of San Bernardo.
The road number, name and postal code into google maps produces this result:
https://www.google.co.uk/maps/preview?safe=off&...
Please be aware that this is my last communication on the subject and I will now escalate to eBay. You have had the parcel, and are now trying to reclaim the money to cover the customs charges you forget to account for
I said:
The buyer is complaining that he has not received the parcel because the address is incorrect and the courier has no way of contacting him. Despite this claim he has a copy of the airway bill which he has sent to me and has also mentioned customs charges.
The tracking information from my courier shows the parcel as delivered and signed for on the 5th June @ 15:41
Courier: Parcel Monkey
Tracking No: PM_2087057_2789249
The tracking information from my courier shows the parcel as delivered and signed for on the 5th June @ 15:41
Courier: Parcel Monkey
Tracking No: PM_2087057_2789249
The verdict is in:
eBay said:
Customer Support has reviewed the case and made a final decision.
We've decided not to issue the buyer with a refund. You don't need to do anything else for this case.
Decision:
This case has been decided in your favour.
Comments:
We received tracking information from you, around the time the buyer opened the case, that shows the item was delivered to the buyer's address. You don't need to do anything else. Because we decided in your favour, this case, any Feedback left, and all detailed seller ratings left will not affect your seller performance. In addition, any Feedback left for this transaction will be removed. Note: It may take up to 24 hours for these updates to reflect in your Seller Dashboard.
Thanks for all the help and advice folks.We've decided not to issue the buyer with a refund. You don't need to do anything else for this case.
Decision:
This case has been decided in your favour.
Comments:
We received tracking information from you, around the time the buyer opened the case, that shows the item was delivered to the buyer's address. You don't need to do anything else. Because we decided in your favour, this case, any Feedback left, and all detailed seller ratings left will not affect your seller performance. In addition, any Feedback left for this transaction will be removed. Note: It may take up to 24 hours for these updates to reflect in your Seller Dashboard.
Gassing Station | Speed, Plod & the Law | Top of Page | What's New | My Stuff