How to proceed with return/refund where import charges have not been paid.

[vna_antiques]

I am unsure of how to deal with an issue I have regarding several orders to Ireland.

We have only just started offering EU orders again due to the fiasco at the beggining of the year, but it just seems to be ongoing.

Buyer contacted me earlier in the week (9th) asking where their order was. ETA was the 9th March so I politely asked them to wait a few extra days. Tracking showed still in transit.

Buyer messaged again today. Tracking shows parcel is being returned to me with severeal notes stating import charge reminder sent between 5th-8th March.

I explain this to the buyer who states that if he had known the parcel was ready then he would of paid straight away, but he has recieved no notification via Email, Phone or post.

P2G Live chat explain that due to the Email address being the new Ebay generated internal email addresses then there is a high possibility the email would be either blocked by Ebay or not recognised by the courier as a valid Email address.

This is very frustrating for both buyers/sellers.

I am not sure how to proceed. Currently have 3 orders on the way to Ireland could be very costly as the P2G website states the parcels can be destroyed if fees are not paid.

Any advice will be much appreciated. 

[tobiasd4]

I think you will have to contact ebay cs.

Technically if buyer refuses to pay import fees they invalidate MBG , but looks like this ould be unfair due to new system.

[vna_antiques]

Think will wait till monday and try get Ireland CS as the adviser was not very helpfull.

The order that is being returned I have been told to let the buyer know they will have to repay postage if it does get get returned to me. Which is unfair to the buyer or I can refund in full and cut my losses on a £135 item and just refund them. 

The items still awaiting customs to be paid 1 buyer states they did not know that any customs fees would need to be paid on an Antique item, £55 item made c1980's as stated on the listing. 

Think will have to turn off all EU Shipping again, too much stress.