Hi silentdream,
Thanks for posting on the Community Forum and sorry to hear about this.
In general, if a buyer does not pick up an item from customs and then files a buyer dispute case, it should not be found in their favour. However, as we do review all claims on a case by case basis, I would definitely advise contacting Customer Support directly so we can see what further steps we can take, as we would need to review the specific details in this situation.
You can find our contact details by clicking the 'Contact' option at the bottom of any page when logged in.
Thanks for understanding
Sophie
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