The buyer has not yet completed customs clearance. | Members help members

Anonymous User · 2025-10-20T09:23:28.920000Z

Friends in the community, Hello, Order number: 25-13507-73681 The buyer ordered a package that was shipped from China. When the package reached the destination country, customs clearance required the buyer’s assistance. However, the FedEx service provider was unable to reach the phone number provided during the order process and therefore could not make contact with the recipient (buyer). A FedEx employee then contacted me to request the buyer’s correct phone contact information. I asked the buyer to provide the correct phone number, and he gave me a total of 4 phone numbers. I forwarded these to the FedEx employees right away. However, the FedEx employees said that these phone numbers were wrong and still could not be reached, so contact with the buyer still could not be established. I then sent the buyer the phone number and email address of the FedEx employees so that he could actively get in touch with them to help with customs clearance. However, the buyer did not contact FedEx. He told me that the phone numbers were Swiss numbers and that he did not want to make any calls. I also suggested that he send an email to the FedEx employees, but the buyer did not do that either. Because of these circumstances, the package became overdue and was eventually destroyed. The buyer has now filed an "item not received" claim with eBay, and eBay initially assigned responsibility to the seller. I filed an appeal and informed eBay that the customs clearance failure and the resulting non-receipt of the item were caused by the buyer’s actions. Unfortunately, eBay still upheld the decision and continued to assign responsibility to the seller. I would like to ask: according to eBay policy, assistance with customs clearance should be the buyer’s responsibility — so a customs clearance failure should be borne by the buyer. The seller cannot control the customs clearance process, yet in the end the seller is still held liable for the consequences. I uploaded an attachment — it contains the communication record between me and the FedEx employees. I hope that mentors and friends in the community can help me. I have already refunded all the money to the buyer, the package was destroyed by customs, and my shop was also affected. Kind regards,europemat

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