customs and import duties

[richard.0408]

EBay truly despises its sellers.

I sell an item from Australia to Brazil at $800 plus postage.

I posted it with insurance and signature on delivery to the customer in Brazil.

The customer in Brazil refuses to pay the import duties for the item and it sits there for six weeks and Brazil Customs send it back to Australia.

The buyer complained he never received the item which I ring eBay to discuss when he lodged a claim and I'm told everything is okay because the buyer didn't pay the import tax.

I make an offer to the buyer to partially refund less the postage and fees that eBay charged me.

The buyer makes a claim and eBay gives them a full refund leaving me with the cost of international post and eBay fees.

No matter how hard we all try to create a safe trading platform, sometimes I ask if it's worth it.

[sugar249]

Why is it Ebays fault, sounds like a dispute between buyer and seller.  Not Ebays fault you are selling to a country with import duties.

[digital*ghost]

I'm not sure if much of this info will be of help for the current situation, but if it ever happens again (or for those facing similar circumstances), when you get in touch with eBay CS, request the case be closed in your favour  immediately, on the basis that the buyer is not eligible for the money back guarantee (see screenshot below, if they refuse to pay import costs, they are only covered under the MBG if the seller overstated the item value, and can prove that's why they won't pay it) Link to page this screenshot was taken from: https://www.ebay.com.au/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-pol...

I don't know if offering the buyer a refund could have impacted the outcome in this case, it can sometimes because ebay will take it upon themselves to uphold these offers at times,  so while it does make it more difficult to negotiate with a buyer amicably and resolve between yourselves, it's better to leave those kinds of offers off the table until any case raised with eBay is resolved, statements like "I will be happy to discuss your options once the item has been received back in the same condition as sent" is the best bet.

The only advice I can offer from here, is to try contacting ebay and appeal, let them know under their own terms, the buyer was not eligible for the MBG and a refund should not have been granted, as such you expect to be credited in full at least for the fees and postage charges, if not the full amount (assuming the item is still on the way back to you? You're in a better position to appeal if not delivered back to you) 

[richard.0408]

Thank you for this information, it's much appreciated.

It's a pity I didn't know this beforehand.

When I spoke with eBay, they actually assured me everything is fine and it was the buyers responsibility to pay the import duties.

I don't believe that eBay read any of my replies or information supplied or information from their employee on the phone call.

I am mainly cranky because eBay appeared to never support the Sellers that keeps this platform working.

Also, I didn't wish to take the buyers money and offer them a refund to merely cover the costs of eBay fees and Australia Post.

Tracking shows it clearly made it to Brazil was received by Customs Brazil awaiting duties to be paid and then return to Australia, I don't believe eBay read the tracking.

I have submitted an appeal against the decision and will update this post with their review.

[siddieswans]

I know it’s after the fact but I would re-think your intention of selling to Brazil. There are numerous threads around about items being held in Brazil customs; I had a similar situation  in Mexico when I was still naïve enough to sell there. If you sell to places where eBay collects the taxes up front (GB, USA (most states), EU, NZ -  there should be a list somewhere but I don't know where), then you do not have to face this problem. I do sell overseas but there are 149 (I think) locations I DON’T sell to.