I sold an item internationally, but the buyer claims he never received it. HELP!

[RM43]

Hello all,

I sold an item internationally on eBay and he claims to not have received the item at all. He filed a dispute and I am wondering what do I do next? I don't have a Delivery Confirmation number, but I do have a Customs Declaration form which shows our addresses and the stamped date that I shipped out the item. Is Customs Declaration form an evidence that I shipped out the item as promised? ADVICE IS GREATLY APPRECIATED!

[sandypurins]

You will need online viewable proof of delivery to win an INR (Item Not Received) claim... proof of shipment is not sufficient.

[RM43]

So I guess I will pretty much lose this dispute?

[surplusdealdude]

Probably.

However, I've always found international customers to be honest with rare exceptions.

The buyer has likely just opened the dispute as a precaution - assuming the item arrives before he closes the dispute, he'll likely inform Paypal that the case is cancelled.

[RM43]

Thanks, well I shipped the item on January 13, 2010. He filed the dispute yesterday, February 19th. The item is coming from US, Virginia to Brazil. Do you think that there is just a delay of shipment/delivery or the item is completely lost? This is my first dispute and I have no clue what to do 😞

[surplusdealdude]

If you shipped by surface, it's likely a delay.

If you shipped by air, it might be a delay or the item may be lost or it may have been seized by Customs in Brazil - depends what it was and whether you had proper documentation on it.

[RM43]

Ok thanks. I will just wait and see. I had this experience as a buyer. I bought something from Malaysia and it took a month and a half to be delivered. I really hope it is just a delay.

Also, Paypal is holding my balance and right now it is negative. Do you know why they froze my balance? Before I log in, they say that I owe them money. I don't get it at all. Thanks.

[surplusdealdude]

Paypal has likely pulled the amount of the dipute out of your account until it's been resolved - they have the right to do that.

[RM43]

Oh ok. That's understandable. Thanks a lot for the information. 

[RM43]

Hi again. An hour ago, the buyer messaged me, saying that he received the box, but the products were not in it. How do I know I am not being lied to? I think this is just ridiculous. I lost the item I am selling, and on top of that, I will probably end up refunding him. What do I do? Thanks.