So, I sold this item on eBay ~ 8000 AUD to a guy in USA / NY from Perth, Western Australia. Item was shipped, packed with prompt payment from the buyer. I posted item and insured it at my own cost as sign of goodwill for the buyer so that item received is in tip-top condition, with no risk to either of us if it's damaged in Transit. Item departed Perth on DHL Express via the shipping company, with tracking and air freight with an only consignment number to myself and posted on eBay. Tracking shows it arrived within the week and has been in customs DHL since 29/7.
Now the issue.
i) The item keeps showing in customs and I have rung my courier and DHL to enquire for reasons as such - requires USA Tax ID from the buyer (I and buyer have been conversing throughout ). I provisioned buyer with Article ID from DHL and informed what needs to be done. The buyer had 1 week+ to call DHL and clear customs but that was never done, the item is on RTO (return to origin) to me via DHL as it was way overdue ~ 2 weeks+ in total in their hold. Now Buyer is calling me a scammer and has initiated a complaint/refund process, which PAYPAL has removed the full amount from my balance - showing on HOLD.
ii) I have called local courier and DHL, which I have also received a confirmation email that the Buyer never attempted to make any form of contact with them since arrival into NY, which I have informed buyer since it arrived in Customs NY - available in the message thread via eBay. Buyer only made 1 contact which was 1 day ago, but by then the item was RTO and could not be held in customs further. There has also been numerous contacts from DHL to make contact with the buyer throughout the process with no success. Buyer is now wanting a full refund at costs incurred to me, ~ 2000$ AUD - shipping 1100$, PayPal fees and eBay selling fees etc.
iii) I have kindly offered to complete the sale transaction - due to his negligence, to repost the item to his nominated PayPal address again at any cost incurred to myself, however, he is still adamantly refusing to provide me or eBay with the TAX ID to continue with the transaction.
As a seller, I want to know if Paypal will be able to see this case to my favour in your experiences, as this is clearly negligence on the buyer's behalf and his current intentions to no longer want the item despite committing to the purchase - item was a no returns accepted product in disclosure and on ebay selling option
I am wanting to enquire if you guys have had experiences like these, that not only has a merchant gone above and beyond required - I rang and hand-fed information to this buyer and he still did not do his due diligence, and if so, how did it end for you? Is it common for Paypal to deduct payment from your balance as soon as a transaction is done and refund it to the buyer? Or is it just standard procedure that when there is a dispute on Paypal, the funds are retracted from the sellers account until resolved? Some reassurances would be great as it is increasingly frustrating and anxiety-provoking. It feels as though the seller is being penalized for buyer's neglect and fraudulent behaviours - buyer claims to have made multiple phone calls however the email from DHL/shipping courier proves otherwise.
PS: Reasons he wanted to cancel the transaction is because he can't afford to buy or have 2 of the same items and wants to purchase another locally instead. like seriously, take some responsibility? 🙄
