Regarding Error in Seller Fault Unfulfilled | Seller Performance

marutien_56 · 2026-04-28T14:07:19.327000Z

Respected Team We are writing here regarding one Seller Fault Unfulfilled case on our eBay store. Allow me to explain you the reason and details in brief of this Seller Fault Unfulfilled case. This case is filled against our eBay store due to one of our order which we had booked in FedEx on 25 FEB 2026 was requested for cancellation by the buyer because the parcel was picked up from our premises and has reached India customs Mumbai but it was not moving any further and was kept on hold at Indian customs for more than 12 days. So during this time of 12 days when parcel is still hold on Indian Customs for Clearance we contacted FedEx team India many times while keeping the buyer also in our email conversation with FedEx team India regarding the escalation in customs clearance procedure because its already too much delayed in moving further to buyer destination country but the FedEx Team India was not able to provide us the deadline date on which this parcel will be release from Customs and move further. So after this long wait of more than 12 days buyer was not ready to wait longer and he requested order cancellation. Hence we accepted buyer's cancellation request and give him the full refund. Now the thing is that buyer said and accepted that he has received the full refund provided by us but there is certain amount of 500 USD which was collected by FedEx team in name of Taxes or Import duties which buyer hasn't received it yet. So due to this 500 USD refund which he hasn't received from FedEx team he has raised the dispute which means its clearly not a Fault from our side which buyer also agrees then why this case is shown on our CBT Seller Dashboard as Seller Fault Unfulfilled case as if its our fault. We also tried to contact the person who is in charge of eBay Global Shipping but he is also not responding to our query at all. For your Convenience and as proof we have attached some screenshots of our chat with buyer and FedEx Team. Hope we will get some proper solution regarding this matter.

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