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Wrong item from the UK, how can I claim back customs/import/shipping from the seller?
Summary: gernreich reports a problem with an order from England where the wrong item was sent and the seller offered a partial refund. The seller wants to refund shipping costs, customs duties, and import charges, but cannot process this through the platform. bootyooty suggests waiting for a reply from an eBay employee, and anna_s@ebay explains that the VAT should be refunded automatically. Finally, anna_s@ebay confirms that the missing amounts were refunded.
Hello everyone!
I ordered a polo shirt from outside the EU (in England). The polo shirt has not yet arrived, but the seller contacted me and said he had sent me the wrong item! He then arranged a refund for me. However, not the full amount, as intended.
The seller said he could not refund the shipping costs, customs, and import charges because they do not show up for him, but the seller would like to do this. However, I can no longer initiate a return/refund as the buyer, because then eBay says "a partial refund has already been made".
So how can I claim/get the full amount or the remaining amount for customs/import/shipping back if the buyer has already agreed to cover these because of the wrong item?
Many thanks for the help and best regards!
anna_s@ebay
·2 weeks agoHello @gernreich ,
Thanks a lot for your patience.
We’ve just refunded you the difference. You should be able to see this in your eBay account shortly.
Best regards
Anna
gernreich
OP2 weeks agoMany, many thanks to bootyooty and Anna! I got the full amount including shipping refunded, and I have YOU to thank for that!
anna_s@ebay
·3 weeks agoHello @gernreich ,
great that you’re sharing your post with us.
If your seller has already refunded the purchase amount, you’ll automatically get the VAT refund back within 24 to 48 hours.
@bootyooty Thanks 😘
Have a nice day.
Best wishes
Anna
gernreich
OP2 weeks agoHey! Thanks so much for your quick and reliable help! But that still hasn’t quite solved my problem, since I haven’t yet received the shipping costs of 14 pounds plus tax. How can I claim those back as well? Thanks so much for your help and best wishes!
bootyooty
Mentor2 weeks agoHey @gernreich we'll ask @nina@ebay 💗
nina@ebay
·2 weeks ago@gernreich Hey. 🙂 I’ll check on this with our specialist department. As soon as we have an update, we’ll get back to you here.
@bootyooty Thanks a lot for flagging it. 💖
Best regards,
Nina
bootyooty
Mentor3 weeks agoHey @gernreich sure, eBay employee @nina@ebay 😘 can answer that for you; she helps out here in the community.
You’ll have to be a little patient, she has other questions to answer before yours, but then she’ll get back to you here.
gernreich
OP3 weeks agoHey Bootyooty, thanks a lot for the hot tip, then I'll just wait and practice some patience!
bootyooty
Mentor3 weeks agoThanks for your patience @gernreich yesterday unfortunately it didn’t work out anymore, but today it did.