Locked
Discussion interactions are currently paused.
Item returned from customs
I bought a cream, and when it arrived at customs they asked me for €60 more, I didn’t pay it and the item was returned to its origin. The seller doesn’t reply to my messages and I made the purchase as a guest. It’s impossible for me to sort it out
1 comment
cinthia@ebay
Hello @sandrferna-pkagjt,
Thank you for your message. I’d like to tell you that it is the buyers’ responsibility to pay the customs costs and receive the item, since you are the one who selected where to buy the item from and you should be prepared to pay these taxes.
As you made the purchase using a guest account, you can get the help you need by following these steps. You can check the email you received when you completed payment for the item. This email will have a link that will take you directly to your purchase and the guest account. You’ll only need to upgrade it to a registered account using an email address that has not previously been used on eBay to continue with this cancellation. You can use this link to make that update. There is no charge for having a registered account and it makes it much easier to communicate with the seller to get this sorted out.
If you have no way to access the email address, the best option would be to contact our customer service team here: https://www.ebay.es/help/account/signing-ebay-account/signing-ebay-account?id=4191. While our support team won’t be able to help you cancel the order, they can send you an email with the order details and also any tracking information when the item is shipped. You can reach them through the "Need more help?" link, section at the bottom of our help pages. To get the order number for the transaction, it should be in the transaction details in your PayPal account or in your bank/credit card account. The transaction details should say something like "ebay O* XX-XXXXX-XXXXX". The "XX-XXXXX-XXXXX" will be the order number, which you can use to get the order details.
You can also visit this page for more information on how to get help. Thank you for allowing me to explain this to you today.
I hope the information is helpful.
Best regards
Cinthia
-------------------------------------------------------------------------------------------------------------------
This space is for comments and help from "User to User", in this channel, we will not be able to provide full Customer Service assistance. To access our help channels, you can go to our Help Pages where you can select a topic and find information to use our self-service links or at the bottom of each page, you can see the link to contact our customer service channels.