What are my rights here please

Packrat

So back in mid Nov I purchased an item from a UK based vendor. Reputable company with physical location as well as online shop.

Paid by PayPal taken from debit card. €400 ish

Nothing has arrived and they are saying it's with customs here.

No contact from customs here and on trying to contact them got directed to some sleepyhead still living in 1975 who couldn't help bar quoting lists of rules.

Item is now too late and I've badly let down someone who matters a great deal to me.

Courier company here nor there can do anything and the vendor is essentially saying "your country your problem mate"

Any recourse for me at all?

https://www.boards.ie/discussion/2058328851/what-are-my-rights-here-please

Have you got a tracking number to verify what you’re being told?

Contacting A Post or Customs and revenue is pointless. The process takes however long it takes really.

Regardless you can open a claim with PayPal that you haven’t received the item.

Madd002

If it was with customs you would've received letter in post giving you I think 7 days to pay charge or it would be sent back to vendor. Get back on to vendor and ask him to supply you with customs reference if he's so sure they have it. Other than that can you contact PayPal and dispute the transaction for item not received..

Allinall

What exactly did customs say?

CramCycle

As Madd002 says, if it was with customs, you would have heard by now. Ask the company for a reference number/tracking number (it was with a courier and customs so should have something), if you get one, contact customs or the company with that. If they don't provide you with one, straight to PayPal and open a dispute.

Packrat

https://www.boards.ie/discussion/comment/121549713#Comment_121549713

No recognition of the tracking number of the UK based courier. There's a different courier supposed to handle it here in Ireland with a different as yet uncreated number.

Flex2016

Contact PayPal and open a dispute.

Packrat

Thanks all, have opened a dispute in PayPal. If not sorted in 10 days I'll escalate it to PayPal themselves.

What's their history? Do they side with vendor or purchaser?

TheChizler

What courier is it?

whelan2

https://www.boards.ie/discussion/comment/121549920#Comment_121549920

The fact you've opened the dispute should hurry things along, make them do something. Had something similar that I bought early November, they promised it had been posted, lo and behold when I opened the dispute they only posted it then. Item arrived just before the 10 days was up

Packrat

https://www.boards.ie/discussion/comment/121549966#Comment_121549966

Gls this side

martingriff

https://www.boards.ie/discussion/2058328851/what-are-my-rights-here-please

This happened to me so just wondering could you have got an email or text in your spam in relation to a package. They will have no link just log into AnPost (normally) to pay it

ah here

first of all customs don’t write to you to tell you they have your parcel. That’s not their job.

A parcel going through customs is not a big event. It’s the case for almost all packages passing through from outside the EU (Britain included). Just think for a second about the volume of parcels coming into the country the last few weeks.

Contacting revenue and customs is pointless. You should deal with no one but the vendor or the courier responsible. Please understand also that since last Saturday or before it deliveries have halted for Christmas and won’t kick into gear properly again until Tuesday.

PayPal will side with whoever they think is in the right. They may refuse to refund you because your parcel is in transit, though at this stage it’s possible it’s been lost. My main question OP is if you track the parcel what is the current status?

newmember2

Think you're on a hiding to nothing with this one. The 'damage' or disappointment has already happened and while unfortunate, it cannot be undone, no matter whatever you're told. At the end of the long and winding chase you still won't get satisfaction.

https://www.boards.ie/discussion/comment/121550318#Comment_121550318

Do you realise how easy it is to open a PayPal dispute? For €400 odd I couldn’t see myself just taking the loss over 2 min form but maybe that’s just me.

https://www.boards.ie/discussion/comment/121549689#Comment_121549689

Are you sure about this?

I had a package stuck in customs for 6 weeks earlier in the year, an electric gate manual release lock. Not a big item, only worth €150.

I did not receive any letter from customs, I know it was there because I followed the tracking. The joys of Brexit, nothing the seller could do, thankfully it wasn’t urgent.

Packrat

https://www.boards.ie/discussion/comment/121550318#Comment_121550318

So assuming it never arrives I should just suck it up???

In that case why would the seller even bother to send it at all, just take the money.

No, there has to be some satisfaction. Even if it's just the accursed thing arriving eventually. That's the minimum.

https://www.boards.ie/discussion/comment/121550340#Comment_121550340

They are confusing customs checks with a customs fee.

Customs check parcels being imported to make sure the contents isn’t illegal (or VAT etc is due) but they don’t send you a letter to tell you they have it that’s pure rubbish.

In fact customs don’t send you any letters, an post do!

In the case of couriers (ie a delivery not made by A Post) any customs charges will be communicated to you by the courier either before or after delivery.

listermint

https://www.boards.ie/discussion/comment/121550318#Comment_121550318

If anything looked like a poorly programmed bot. This does. Like a 5 year old language model.

https://www.boards.ie/discussion/comment/121550368#Comment_121550368

Ah here that’s just a blatant personal attack for no good reason!

listermint

https://www.boards.ie/discussion/comment/121550375#Comment_121550375

Really ? Or is it 'newuser2' with a slightly on topic but mostly of topic response that reads exactly like a language model had put together a response .

Feels like you've never read automated responses before or lack context of how they are implemented.

https://www.boards.ie/discussion/comment/121550542#Comment_121550542

If you think it’s an AI/bot you can report it. Otherwise what you’ve done is just attack someone for no reason.

listermint

https://www.boards.ie/discussion/comment/121550636#Comment_121550636

Cool 😎

Jim2007

https://www.boards.ie/discussion/comment/121549719#Comment_121549719

Buying anything from a third country always has a higher potential to go wrong, especially if you are dealing with a vender that clearly does not have a proper end to end shipping solution. Essentially they are basically tossing the parcel into the system and hoping it will come out at the other end and the currier on the Irish side will pick it up and that is happening when the system is at full capacity. The vendor is most like genuine, but has little understanding of the process.

Hard to say if Paypal will uphold your claim or not, you need to read the terms and conditions of your contract.

newmember2

https://www.boards.ie/discussion/comment/121550346#Comment_121550346

Apologies, I read the OP as if the item had arrived - but late, so of course you should follow it up.

https://www.boards.ie/discussion/comment/121550368#Comment_121550368

I know you meant that as a compliment so, thanks.

TheChizler

What did they say about its location? I had something sent to me from Spain through them recently and it disappeared for a couple of weeks but eventually turned up without the tracking ever updating, maybe it will just appear some day.

Madd002

https://www.boards.ie/discussion/comment/121550340#Comment_121550340

Sorry my original post meant to say received a notice not letter from customs but from An post to say customs were holding a package there was a reference number so I login and pay and package was released. It was an A5 size notice I received.

https://www.boards.ie/discussion/comment/121568408#Comment_121568408

Customs were not holding your parcel. They applied a charge which a post had to collect before they would deliver.

It is completely different to the process of a parcel going through the customs process, any charge being the last stage. You don’t get notified by email when a parcel is with customs.

Madd002

https://www.boards.ie/discussion/comment/121568633#Comment_121568633

I never said anything about an email, I received email from An Post after I paid charge that customs wanted and package was released to me. If customs weren't holding my package who was..?