tracked item not received by buyer but ebay finds in buyers favour?

[deesfrocks]

Can anyone help? IS ebay in buyers or sellers favour - to an extent that it is biased? I sent and item to Belgium that the buyer declined to pay the customs - so the item should have come back to me. Belgian Post office admit to losing the package - and the buyer obviously opened a case for cancellation. I have NOT received the dress back and I explained this to ebay helpdesk on 15th JULY who assured me I have adhered to the guidelines and the case will NOT be counted against me. Guess what, after providing full tracking details and everything else, Ebay in its wisdom, after assuring  me, has deducted the money from my account! Any wonder people are moving to Vinted /Poshmark/Etsy - online shops where you don't have to deal with imbeciles? I give up! What is the point of sendint it with tracking details when Ebay doesn't give a **bleep** about it! SELLERS, BE WARNED!

[red_magpie]

We don't know the full facts, but if your buyer refused to pay customs duty this should have rendered the item not covered by eBay's money back guarantee:

The item was posted internationally and didn't clear customs because fees or duties weren't paid

Covered: The seller overstated the value of the item or misrepresented the item's location, which caused customs fees or duties to be higher Not covered: The buyer didn't pay applicable customs fees or duties for any other reason

If so, you can appeal the decision here: https://www.ebay.co.uk/help/selling/managing-returns-refunds/appeal-ebays-decision-return-missing-it...

To read the full terms and conditions for eBay's money back guarantee see: http://pages.ebay.co.uk/help/policies/money-back-guarantee.html

[john1297576]

Did you try to point out that buyer would not pay Customs Duty, which as far as I am aware invalidates the Money Back Guarantee. Frequently Ebay Staff have no idea of their own rules.

You don't say when this happened, before or after 1st July or how much was involved, as unless a large amount, VAT would have been invoiced and  collected by Ebay. 

[deesfrocks]

It was posted on 4th June - and Belgian post has admitted they have no idea!