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Product in Chile Customs
Hello:
I bought a product in September which was supposed to arrive by DHL in the city of Punta Arenas, by October 7 at the latest.
When tracking it, they tell me that it only arrived in Santiago on October 10 and since October 15 it has been in Customs at the Airport in "customs clearance process for import into the country/destination area.
I would like to know why this process is taking so long and how I can find out the new estimated date when the product will arrive.
1 comment
cinthia@ebay
Hello
Thank you for your message. I understand that the item is still in customs and that no one has asked you to pay the import fees to release the item and receive it, so I suggest that you activate your eBay protection so that your money is 100% protected.
On eBay, we have the eBay Customer Guarantee Protection to cover your purchase in situations like these, where you have not received your item. I suggest that you contact the seller directly in case the item has already been shipped, but the tracking number has not been updated, as this happens sometimes. If you do not receive a response from the seller, it is important that you check the estimated delivery date on your transaction, as our guarantee protects you for up to 30 days after the estimated date.
Below, I’ll show you how to open the request yourself so you can start the process to ask for a refund and activate our guarantee, if you are still within those 30 days. You can open the case here, this will alert the seller so that the refund process and communication between the seller and you can begin.
It’s rare for sellers to ignore your request for help, but if you do not receive a response after a few days, you can request eBay’s help if you go into the case from your account and click the option "Request eBay Help".
Best regards
Cinthia
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