Item bought using GSP, stuck at customs due to incorrect tariff code supplied by eBay

[karelmalan]

Hey all.  Thanks in advance for any help. 

I bought a phone on 13 June (a month and a week ago) from a UK seller using the Global Shipping Program whereby all shipping and customs charges are paid up front (Item cost GBP200, Postage GBP28.17, Import charges GBP43.19) - all paid 13 June. 

Item shipped quickly and got to customs in Cape Town by 20 June.   It has been there since.  Reason being the shipper (Pitney Bowes, used by eBay) used the wrong customs tariff code (I have proof of this on the original Commercial Invoice) which meant the declared customs charges would be lower than if the actual correct codes would've been used. This may have been an innocent mistake but it caused Customs to slap a penalty fee on the item.   I've tried asking DHL if I can pay all outstanding fees myself so the item can be released (will claim back later from eBay) but customs does not allow this.  It has to be paid by the shipper.  

I have lodged a 'item not arrived' case on 2 July (20 days ago) already.   The case keeps getting put 'on hold' by ebay for a week at a time - this has happened twice.  

Any advice on how I can contact a real human at ebay?  I have spoken with 3 or 4 different support agents who keep telling me how everything will be fine but then nothing further gets done.   

Thanks

[*vyolla*]

Is there an option in your case to ask eBay to step in, or have you done that already?

[karelmalan]

Hi Vyolla,

Yes, that is what I did.  I opened a 'item not received case' exactly 3 weeks ago and explained the problem to an eBay agent via chat.  Since then eBay has placed the issue 'on hold' twice for no apparent reason.  I'm just frustrated that it takes so long for them to fix what was clearly their responsibility. 

Some background info:  When buying something internationally using the Global Shipping Program, the seller ships it to a local eBay hub.  eBay then ships it internationally using some shipping company.  In this case, the (eBay appointed) shipping company Pitney Bowes used the wrong customs 'tariff heading' code on the Commercial Invoice submitted to customs.  This caused customs to hold on to and add a penalty fee on the item. 

Anyways, I got a message from DHL (who handles the final leg of delivery on my side) yesterday saying the shipper has finally agreed to pay the outstanding customs charges. So fingers crossed I might have the item in about a week's time.