International buyer wants to return item, havent recieved and ebay case has been closed with refund

[curatedfindsuk]

Like the title says Ive recently sold an item to a buyer in Spain. My account does not have ebay global but I post out the item. The buyer reaches out to say I don't want the item anymore because they don’t want to pay the import taxes. I accepted the return, get contacted by packlink to say I need to pay for the item to be posted back to me.

I’ve now paid around £40 in total postage costs. The buyer contacts ebay and escalates the case after a few weeks who review the case and within 20 mins of the case being raised, close it and refund the buyer.

I now not only dont have my item back which was £250 but I am also out £40 on shipping.

what kind of BS is this and has anyone else had anything similar? Have you appealed the decision and have you had any luck. Also why is eBay have such *bleep* service for its sellers

[4_bathrooms]

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@curatedfindsuk wrote:

Like the title says Ive recently sold an item to a buyer in Spain. My account does not have ebay global but I post out the item. The buyer reaches out to say I don't want the item anymore because they don’t want to pay the import taxes. I accepted the return, get contacted by packlink to say I need to pay for the item to be posted back to me.

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What was the exact reason the buyer selected for requesting the return? In the case it will state "Return reason" and underneath that it will show the reason the buyer selected for requesting the return.

[moto-teile-parts]

Firstly did the buyer open an ITR case or a return request?
Was the item delivered and handed to the buyer? Or was the parcel turned around to be returned back to you? 
If there was an ITR case opened and to which you did not respond (Either provide POD or issue refund), there is no much point to appeal. 
If the item was delivered and the buyer posted the item back you can and you should appeal providing tracking details showing that the item has not in fact been returned back to you. 

[curatedfindsuk]

I wasnt given an option to review return reason, I got a notification to say ebay have accepted this return and a refund will be issued subject to item being received in good condition.

I then got an email from packlink to say item has been refused by the buyer do you accept the item to be shipped back to you and if yes you will be charged.

today the buyer contacted ebay and I had message to say this case will be reviewed by the customer service team.

after 20 mins I get an email the buyer is getting full refund.

[4_bathrooms]

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@curatedfindsuk wrote:

I wasnt given an option to review return reason, I got a notification to say ebay have accepted this return and a refund will be issued subject to item being received in good condition.

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You need to click into the return case from the last message you received about it - i.e. the message where eBay informed you they had refunded the buyer. When you have the case open there will be a progress bar at the top and the section underneath will be split into two columns. At the top of the right-hand column will be the main picture from the listing - just over halfway down that column you will see "Return reason" and underneath that the return reason chosen by the buyer. What reason did the buyer select for wanting to return? This has an impact on how it is best to proceed.

[curatedfindsuk]

The return reason was changed my mind. 

Also thanks for the prompt responses and trying to help.

[4_bathrooms]

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@curatedfindsuk wrote:

The return reason was changed my mind. 

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OK...that is not the reason I was expecting. What does Packlink's tracking currently show for the return carriage?

[curatedfindsuk]

They did not give me a tracking number, I emailed to say I accept the return and they just responded saying thanks it will take 7-15 days to get the item back over to you. Looks like the buyer has refused it so it has not been delivered and therefore ebay are just treating it as if the transaction wasnt complete however I am picking up the cost of postage both ways where it should be the buyer paying the costs because he didnt want to pay import fees which should be expected. The refund has already gone through

[4_bathrooms]

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@curatedfindsuk wrote:

They did not give me a tracking number, I emailed to say I accept the return and they just responded saying thanks it will take 7-15 days to get the item back over to you. 

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I'm assuming Packlink have charged you for the return carriage? You should have received some sort of payment confirmation from them via email; do you have such an email and - if so - does that contain any tracking details?

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@curatedfindsuk wrote:

Looks like the buyer has refused it so it has not been delivered and therefore ebay are just treating it as if the transaction wasnt complete however I am picking up the cost of postage both ways where it should be the buyer paying the costs because he didnt want to pay import fees which should be expected. The refund has already gone through

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It sounds like the buyer's domestic carrier billed them for the Spanish VAT, duty, handling charge etc. and the buyer refused to pay. You would have been covered if the buyer had opened an "item not received" claim but as they opened a return request and selected a remorse reason for wanting to return the MBG doesn't apply. I'm surprised eBay refunded the buyer without any evidence of the item being returned but that was probably down to a decision made by eBay Spain's customer services rather than eBay UK's.

Your buyer would never have been able to send the item back themself as they never received it. As the return shipping was effectively arranged outside eBay I highly doubt eBay will refund you for it either. You really need to try and obtain some sort of tracking from Packlink to ensure the item is coming back to you. Hopefully Packlink have instructed the carrier to tick the "Returned Goods" box on the customs declaration so you're not charged import VAT and Customs Duty on return although you should be able to reclaim if you are.