Sent two parcels overseas and they being sent back to me ?

[wolfingrave]

I sold two items this month. One was sent to a buyer in Germany and the other was sent to a buyer in Italy. I made sure the declaration form was on both parcels and filled out correctly. 
It’s been almost 3 weeks and the parcel to Italy is still saying it’s in customs from 15th Jan and not moved for days !! 
checked tracking on the Germany parcel and apparently it said insufficient documentation and it’s being sent back to me !! I sent both parcels by Royal Mail International Tracked & Signed for and I don’t have a clue why it’s being sent back and I feel the same is happening with the parcel sent to Italy. Customs hasn’t released them to the buyers. I used right declaration like I’ve always used and never had any problems in the past. 
The buyer is willing to wait a few days. Will I have to refund her or wait until I get the item back to me before refunding her ? I’ve never had this happen with me before in all the time I’ve shipped over seas. 

[tressygirl]

Looks like the buyer is used to delays with customs in their country and happy to wait another few days.

However,  they can open a case for item not received one day after the item's last estimated date for delivery,  and once this has been opened,  if you do not have tracking to show delivery,  you will have to fully refund, and do so only through the case details.  Do so within 3 days so your seller performane is then,  not affected.

You then can but hope the item is sent back to you.

From the reports I see here custom hold ups in Italy are not uncommon.

@wolfingrave 

[wolfingrave]

I have been in constant contact with the buyers  and they have been so patient and understanding. My Parcel sent to the buyer in Germany for some reason is being sent back to me. She contacted the postal service and they told her their was missing documentation 🤷🏼‍♀️.. I made sure I affixed a CN22 label to the parcel but apparently it was missing more documentation that I wasn’t aware of. 
I have refunded the German buyer  fully. 
I’ve also contacted buyer in Italy. Item still stuck in customs since 15th January. She is willing to wait telling me there is a delay 🤷🏼‍♀️. She should have had the parcel by now it’s two weeks late. I’ve posted over seas many times and never had this issue. 
I’m hoping the item isn’t lost. My details are applied so no reason why they shouldn’t send back to me if any problems but I suppose I will just have to wait and see and then try and claim back through RM. 😥.. puts me off selling over seas. Maybe I should just stick to selling items in the UK.