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Order no 04-14055-08021 - Seller Error Resulting in Unavoidable Forwarding Charges
I am currently residing in the United Arab Emirates and I hold an active Shop & Ship account with Aramex, which I use to receive international orders placed on eBay.
Shop & Ship provides me with a UK delivery address. The seller ships the item to that address, after which Aramex forwards the shipment to the UAE and applies the applicable forwarding fees. Once a shipment is delivered to the Shop & Ship address, I am not allowed to refuse, discard, or cancel it, and the forwarding fees become mandatory.
Timeline of events:
• On 2 January, I placed an order on eBay and provided my Shop & Ship UK address.
• By 6 January, the order had not yet shipped, so I contacted the seller to request cancellation.
• On 6 January, the seller informed me that the order had already been dispatched.
• On 8 January, the seller contacted me again and confirmed that they had sent the wrong item by mistake. The seller asked me to keep the item and issued a full refund, which I have already received. However, the item is not what I ordered and I have no use for it.
• By that time, the shipment had already been delivered to my Shop & Ship UK address.
After this, Aramex informed me that since the shipment was already received in my shop and ship account in uk, I must pay AED 107 in forwarding charges to complete the process. I was also informed that failure to pay this amount within 40 days would result in the deactivation of my Shop & Ship account.
Although the seller has acknowledged full responsibility and refunded the order, I am now placed in an unfair situation where I must either:
• Pay unavoidable shipping fees for an item sent incorrectly due to the seller’s mistake, or
• Risk losing my long-standing Shop & Ship account.
I would like to emphasize that:
• The mistake was entirely on the seller’s side.
• I acted in good faith and attempted to cancel the order once I noticed the delay.
• I had no control over the shipment once it reached the forwarding address.
• The additional charges are a direct result of the seller’s error, not my actions.
I respectfully request eBay’s assistance in reviewing this case and helping reach a fair resolution with the seller, as the current situation is entirely caused by their mistake. While I understand that errors can happen, I should not be required to bear additional costs or risk account deactivation due to an issue beyond my control.
I trust that eBay will consider this matter fairly and support its customer where no fault lies with them.
Thank you for your understanding and assistance. I look forward to your prompt resolution.
jckl1957
·6 months agoThis is a member to member forum. We are buyers and sellers like you, not 'Ebay'.
You will have to contact Ebay - there is a 'Help & contact' link on most pages.
However, (only my opinion) they can't compel the seller to pay your additional expenses and are unlikely to compensate you from Ebay funds.