O/S seller saying item is with customs and wants me to close resolution case

[kezacheekychicken]

I bought an item from China back on 10th June. As it should have arrived long before now, I opened up a case with the resolution centre (23 July). Seller got back to me on 27 July, saying that their freight carriers have told them that customs has my item. Seller said that I should expect delivery any day now and asked that I close the case asap. I am reluctant to do so before having taken delivery of my item. I have contacted Ebay a couple of times, to get their opinion, but they just keep sending me the steps about how to open up a case, with the end choice only being to either close the case or get a refund. Do items held in customs usually take this long before being sent on to the buyer? Has anyone else experienced this, and has an opinion as to the best way to resolve it? Any suggestions much appreciated. Ebay are saying I need to give them an answer before today's end but I don't want to close the case or ask for a refund if my item may yet still be delivered.

[nevillesdaughter]

If the seller is the only person saying your item is with Customs, you can't really take that as Gospel. Don't close the case yet, just sit tight until you have it in your hands!

You could probably phone Customs to see if there's any way of locating your item, and an expected delivery date - but this might prove quite tedious. It could be being held to be assessed for any duty/import taxes or for inspection for prohibited imports - any number of reasons. I've had items from the US held up for inspection, and they generally arrived 1-2 weeks after I expected them at the most but I can't speak for goods from China/Asia. Inspections can be random or because they suspect something, and in my experience my parcels have just turned up one day with miles of Customs tape all over them and a sticker saying "Opened and Inspected by Customs" or words to that effect, with no other communication beforehand.

I'm sure all will be well, but I wouldn't be closing any case - especially when the only one telling you your item is with Customs, is the seller.

Cheers,

Marina.

[harley_babes_hoard]

Do not close the case. This is a little game the Chinese sellers play. Ask the seller to give you the tracking number that their freight carriers have that tell them it is customs.

If eBay are requiring an answer then tell them you want a refund. If the item does happen to arrive you can repay the seller.

[kezacheekychicken]

Thanks so much for your input.  Even though I have not issues with sellers in the past, I agree it is better to err on the side of caution.  I will encourage hubby to take the action you have suggested (its his purchase that is the cause of all this grief).  Cheers 

[lyndal1838]

If the package really is being held by Customs and the seller can prove that it is then you will not get a refund.

Who knows why it is being held and it is the buyer's responsibility to pay any charges or know if it is a prohibited item.

I have had items held by Customs and it usually only causes a week or 10 days delay in delivery unless there is a problem.  If it is confiscated you will get a notification from Customs.

[kezacheekychicken]

Not a prohibited item (its a ball-screw for my hubby's workshop, if memory serves me correctly), so customs shouldn't have a problem with it once they see what it is.  So, well past the 7-10 day add-on that you say customs might delay delivery by.

[lyndal1838]

OK, so not a prohibited item but there can be other reasons for Customs getting in a twist.

I had an antique plate sent from the USA in a used pizza box.....Customs was NOT impressed.  The plate was repackaged and forwarded to me with a very stiff letter about the packaging....as if I had any say in it at all.

[phorum_junkie*]

No tracking number means you will win your case so if there is one the seller would have no reason not to give you it so you can check. If there is no tracking number how could they know it was being held by custome unless it was part of a large consignment which had been held for inspection.

If it is over 4 weeks with no tracking number escalate the case and get the refund.

[springyzone]

I'm with neville's daughter and the others on this.

It sounds as if the seller is assuming it has been held up by customs or saying this as an excuse to to explain the delay, but if they have no tracking number, what it means is they really have no idea where the parcel is.

And if they have no tracking number, that's their problem, not yours.

You'll get your money back.

I'd be claiming the money, for sure. Then if it ever does turn up down the track, you have the option of refunding the seller.

[zanadoo_56]

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@lyndal1838 wrote:

OK, so not a prohibited item but there can be other reasons for Customs getting in a twist.

I had an antique plate sent from the USA in a used pizza box.....Customs was NOT impressed.  The plate was repackaged and forwarded to me with a very stiff letter about the packaging....as if I had any say in it at all.

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I had the same problem only it was a fruit box from the US.  Not only did I get the nasty letter, they sent me brochures so old that the suggested computer links to info did not exist....AND when they opened the parcel they used a box cutter and damaged my item.  I don't underestimate the importance of Customs and the work they do but they've got a nerve teling buyers off about packaging that we have no control over...as though it is all our fault.  Grrrrrrr.