Buyer from Turkey had package refused by customs - Do I need to refund shipping fees?
Summary: A participant initiated a discussion about whether they need to refund shipping fees after a buyer from Turkey had their package refused by customs. Several participants, including clemowbooks, sapphyres-designer-jewellery, and mrdutch1001, exchanged thoughts on the situation, though the content of their contributions is unspecified.
Hi, I shipped a package of artist oil paints to Turkey via Canada Post to Turkish Post and it was refused by Turkish authorities due to them not being able to handle/ import "chemical materials" due to bogged down regulatory reasons so they returned the package to me.
Am I required to refund just the item cost or do I need to refund the shipping fee as well?
What is the official ebay policy?
for clarification - the buyer DID NOT refuse the package due to import fees. Customs agents threw their hands in the air and decided that they are incapable of assessing artist hobby paints for import because of bogged down regulatory reasons and forced a return.
Let me know.
Thanks!
mrdutch1001
·3 months agoperhaps it would have been best to acquaint self with rules, regulations, restrictions on those paints prior to exportation to Turkey>known fact that there are some restrictions on paints, even hobby/artist paints, and that process includes compliance with that county's customs regulations
rdemaree
OP3 months agoIt isnt really about restrictions on the items its that their national postal service cant handle their importation/ brokerage.
For some countries I HAVE TO use things like UPS for successful export into said country.
Because obviously those countries import art supplies from around the world, the only exception to this rule would be North Korea or Iran and I think we can all agree it is for different reasons they dont import stuff from the outside world as freely.
Another example is Asendia. They are incredibly strict about what they will ship. For this reason I can only use Chit Chats services for USA and Canada (primarily USA) but I have to use either UPS or Canada Post for international shipments (depending on what is more convenient on the day) but some countries I have to use UPS for bloated regulatory reasons that a professional broker/ courier can handle.
sapphyres-designer-jewellery
·3 months agoI would refund in full, and then block Turkey and not ship anything there anymore.
I'd also examine the other places I ship to see if there will be any future problems.
While the buyer should know what they can import, sellers should also know where they can ship their wares, but that's just me.
C.
rdemaree
OP3 months agoI will be shipping to their friend in Italy via UPS instead of Turkey / Canada Post.
This should do the trick.
Very rarely do I encounter this issue unless I am using Asendia to ship or I am buying something from someone else via the Global Shipping Program. Both are absolutely awful to use. Slow, bloated with restrictions etc.
Anyways. I have shipped my handmade and vintage art supplies to every continent on earth and very rarely had an issue unless the mentioned shipping services are involved in the process.
hold-my-chawowah
·3 months agomrdutch1001
·3 months ago"Art Supplies" are still scrutinized by Türkiye customs officials...still involves compliance with customs regulations, must have applicable HS codes, must comply with safety regulations,etc,etc,etc......
rdemaree
OP3 months agoYeah all of the paperwork was correct, ive been doing this around the world for nearly a decade and rarely have an issue unless GSP or Asendia is involved tbh but on rare ocassion when using national post office and shipping to an obscure country something like this happens.
Re shipping to customers friend in Italy via UPS. Problem solved
clemowbooks
·3 months agoThe buyer/importer is responsible for knowing if the purchase can be imported into their country.
The package was Undeliverable and eBay does not require sellers to refund for Undeliverable shipments.
https://www.ebay.ca/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy?...
This is the part I'm referring to
Exclusions and special coverage when the buyer doesn't receive an item
The item was shipped 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
From a long ago discussion of this question with an eBay employee
An ethical seller would refund the payment, less shipping costs, eBay fees, and international payment processing fees.
But it's my belief that eBay will not require any refund.
Hi @femmefan1946! You're correct in that a refused package is on the buyer and not the sellers responsibility to refund. As long as tracking shows the package was refused, then we would side with a seller if the buyer opened an Item Not Received claim.
I agree that I would not withhold all the money, but it is up to the seller if they would like to withhold shipping, refund the buyer entirely, or keep it all. If the seller is okay with refunding the buyer entirely and being out the shipping costs, then they can cancel the transaction using the buyer requested option since in essence, they did by refusing the package. If the seller wants to retain the shipping costs, then they can message the buyer a heads up (not a requirement but a nice thing to do) and then refund them partially through this flow here.
Velvet,