Refusal of acceptance due to customs (UK), shipping costs withheld & negative review | Members help members

suqliers.shop-de · 2026-02-18T03:21:52.638000Z

Hello everyone,I currently have two cases with shipments to Great Britain and would like an assessment of the correct procedure according to eBay guidelines.In both cases, I shipped on time with DHL International. According to tracking, the shipments were handed over in the UK to Royal Mail, where import/customs fees became due.Case 1:Tracking shows “Customs charge rejected” or “Rejected by recipient”. The shipment is being sent back to me. The buyer refused to accept it because of the import fees due.Case 2:Import fees were also due here. The buyer did not pay them and justified this by saying that, in their opinion, the shipment arrived too late. However, I shipped on time; the delay occurred in the delivery process of the shipping provider.In both cases, delivery was therefore not prevented by a shipping error on my part, but by the non-payment of the import fees.My questions:In such cases, am I allowed to retain the actual original shipping costs incurred when issuing a refund, since acceptance was refused?If a buyer leaves a negative review because of this (e.g. due to allegedly missing information about customs or because of withheld shipping costs), how is this assessed by eBay? Is there a realistic chance of the review being removed in such cases?Many thanks in advance

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Refusal of acceptance due to customs (UK), shipping costs withheld & negative review | Members help members | eBay Germany