Wait 7 days or escalate now?

[Mikka1]

Hi, personal account in Belgium. I opened a dispute for not having received products after having rejected to pay unannounced custom fees, and the seller, why responding, is not reacting to the core issues and stalling. I think my case is strong and the trustpilot site for the seller already mentions successful claims against them. The option to escalate is available already after 1 day. Should I wait for the usual 7 days, or can I escalate, as I would prefer to have this off my mind as soon as possible? thank you.

[kernowlass]

@Mikka1 

Customs fees are the buyers responsibility as they are the ones 'importing' the item into their country.

A seller cannot know if or how much you may get charged when you purchase from them if the transaction is international.

That is the responsibility of the buyer.

I buy a lot internationally and would never expect the seller to know or pay my custom fee if there are any. 

[Mikka1]

@kernowlass I appreciate your reply though not really relevant to my question. Maybe you missed that the fees have not been announced in advance. Did not want to go into too much detail in the question, so for your information only, the seller goes to great lengths underlining they are from the EU, never even mentions the possibility of the fees, not on their site, in the general conditions, in the order confirmation email. At the same time he advertises the price of the product as final and delivery is supposed to be free. Anyway, let Paypal be judge of that. I would appreciate if you could answer me again: The option to escalate is available already after 1 day. Should I wait the usual 7 days, is it expected from me, or can I escalate, as I would prefer to have this off my mind as soon as possible? thank you.

[PayPal_Bindu · Accepted solution]

Hello @Mikka1 

Thank you for posting your question in the PayPal Help Community and welcome!

I am happy to help you with your inquiry about escalating a dispute. Generally, you should wait at least 7 days from the payment date to escalate the dispute. If you’re unable to settle the dispute ad the time frame is already passed, you can escalate the dispute to claim any time in the resolution center of your PayPal account. 

Thanks for the help here @kernowlass!

I hope this information helps, have a great day!

Bindu

[Mikka1]

Hello, Thank you very much! Your reply was indeed confirmed in real life.