Open case · updated 09.11.2026

Paid for.Never delivered.Not refunded.

A buyer from Bulgaria keeps a public log here of a dispute with EİMZATR Bilgi Güvenliği Hizmetleri A.Ş. (e-imzatr.com.tr, Ankara). The facts and documents are collected on this page, and every next step of the case will be recorded here.

Case log → Summary in three points

Summary

What happened, in three points

Every statement below is backed by the correspondence with the seller, the seller's own contract and tracking data.

Paid in full

The buyer ordered a 2-year qualified electronic signature certificate with a token, for delivery to Bulgaria. The seller accepted the application explicitly as a foreign one («yurt dışı»). Payment was made on 14.09.2026.

Never delivered

On 16.09.2026 the seller reported that the parcel had been shipped. It stopped at customs clearance and was then returned to the sender. The buyer never received it.

Payment withheld

The seller asked the buyer to handle customs clearance and refused a refund. Today the seller holds both the product and the money.

The parcel's route

16.09.2026

Ankara

The seller hands the parcel to the courier (Aras Kargo).

23.09.2026

Customs clearance

Status: «pending release from a Government Agency». The buyer received no notices.

—

Buyer's address, Bulgaria

Not delivered. Under the seller's contract, this is where delivery must happen.

after 06.10.2026

Back to Ankara

The parcel was returned to the sender (UPS).

Who is handling the case

All of the buyer's teams are working on this case

The legal, technical and advertising teams work on this case together. Each one handles its own part, and the results will be recorded on this page.

on the case

Legal team

Formal letter before action, a claim in a Bulgarian court at the buyer's place of residence, and complaints to consumer protection authorities in Bulgaria and Turkey.

on the case

Technical team

Preserving the evidence: original emails in .eml format with SHA‑256 checksums, parcel tracking, and a copy of the seller's contract. Running this page.

on the case

Advertising team

Brings the facts of the case to everyone they concern: public authorities, the e-signature market, review platforms and foreign buyers.

Seller's position

What the seller wrote

Verbatim quotes from the seller's emails, in Turkish and in translation. Staff names are withheld: the dispute is with the company, not with individuals.

16.09.2026seller's email

E-imzanız bugün kargoya teslim ediliyor.

Your e-signature is being handed to the courier today.

24.09.2026seller's email

…gümrük ücreti ne kadar çıkarsa biz karşılıyoruz.

…whatever the customs fee turns out to be, we cover it.

29.09.2026seller's email

Yurtdışı gönderimlerinde yaşadığınız bu sorun, yaşadığınız ülkenin gümrük prosedürleri ile ilgili bir durumdur.

The problem you are having with the international shipment relates to the customs procedures of the country you live in.

29.09.2026seller's email

Gönderinize şu an bizim müdahale etme şansımız bulunmamaktadır.

At the moment we have no way of intervening in your shipment.

29.09.2026seller's email

Sonrasındaki süreçte kargoda yaşanan olumsuzluklar ile ilgili zararlardan satıcı sorumlu değildir.

The seller is not liable for losses caused by problems during shipping after handover to the courier.

29.09.2026seller's email

…elektronik imza sertifikası ile ilgili bir hizmet veya ücret iadesi yapılamamaktadır.

…no refund can be made for the electronic signature certificate.

Contract and law

What the seller's own contract says

The seller sent its distance sales contract (Mesafeli Satış Sözleşmesi). Its own clauses, as well as Turkish and EU law, say that delivery is complete only when the goods are handed to the buyer.

cl. 3Seller's contract

Satış Fiyatı (KDV ve her türlü masraf dâhil)Sale price (including VAT and all costs).

The seller itself promised a final price with no extra charges. The buyer was never warned about customs charges.

cl. 4.5Seller's contract

Teslimat kargo şirketi aracılığı ile ALICI’nın … adresinde elden teslim edilecektir.Delivery is made by courier, by hand, to the buyer at the buyer's address.

The place of performance is the buyer's address in Bulgaria. Until the goods are handed over there, the contract is not performed.

art. 9(4)Turkish Distance Contracts Regulation

Malın satıcı tarafından taşıyıcıya teslimi, tüketiciye yapılan teslim olarak kabul edilmez.Handover of the goods by the seller to the carrier is not deemed delivery to the consumer.

The argument «we are only responsible until handover to the courier» contradicts Turkish law itself.

art. 20EU Directive 2011/83

The risk of loss of or damage to the goods passes to the consumer when the consumer acquires physical possession of the goods.

A carrier chosen by the seller is not the recipient. The risk stays with the seller.

What the buyer asks for

Nothing beyond the contract

Option A

Deliver

Deliver the product to the buyer's door in Bulgaria at the seller's cost, with customs charges paid by the sender (DDP). The 2-year certificate term runs from the date of delivery.

Option B

Refund

Refund the full price of the order to the buyer's account. The product is already back with the seller.

Either option closes the dispute. As soon as one is carried out, the first line of this page will say that the case is resolved.

Next steps

Where this page will be sent

A link to this page will be attached to every complaint. It will also go to market participants and to anyone for whom this information may be useful.

Bulgarian authorities

Commission for Consumer Protection (KZP)consumer complaint
District court at the buyer's place of residenceclaim for a refund (EU Regulation 1215/2012, arts. 17–19)

Turkish authorities

Ministry of Trade (Ticaret Bakanlığı)consumer complaint, Tüketici Hakem Heyeti
BTKthe regulator supervising electronic signature service providers

Market participants

Other e-imza providers and resellersincluding the seller's competitors
Partners and intermediariescourier and payment services involved in the transaction

Review platforms

ŞikayetvarTurkey's largest consumer complaint platform
Google Maps, Trustpilotcompany reviews

Foreign buyers

Expat communities in Turkeypeople who order e-imza remotely
Specialist media and blogson request

The company itself

EİMZATR Bilgi Güvenliği Hizmetleri A.Ş.letter before action with a 10-day deadline
Right of replythe company's position will be published here in full

Opinion

The cost of distrust

This is the opinion of the page's author

A qualified electronic signature is a product of trust. People use it to sign contracts, file reports and log in to government systems. Anyone who pays for one and hands over their passport details expects the seller to see the job through.

In our view, this case shows the opposite. When the shipment abroad did not go to plan, the seller shifted the problem onto the buyer and stopped looking for a solution. Today the company has both the money and the product, and the customer has nothing.

A foreign buyer choosing where to order an e-imza remotely today will find this page. We believe that for a company that sells trust, a story like this costs more than one parcel: in this business a reputation takes years to build and can be lost over a single unresolved dispute.

The fix is still simple: deliver the product or refund the money.

Right of reply

If EİMZATR has its own position or documents, we will publish them on this page in full and unedited. If any fact here is stated inaccurately, write to us and we will check and correct it.

Contact: incident@a-b.email

FAQ

Frequently asked questions

Why didn't the buyer just pay the customs charges?

Under the seller's contract the price includes all costs (cl. 3), and delivery is made by hand to the buyer at the buyer's address (cl. 4.5). The buyer was never warned about extra charges, and on 24.09.2026 the seller itself wrote that it covers customs costs.

Also, the carriage contract was made by the seller, and only the seller as sender controls the parcel. The buyer received no notices other than the «pending release» status, and the nearest customs office is an eight-hour drive away, one way.

The certificate is personalised. Can the buyer still ask for the money back?

The exception for personalised goods only limits the right to withdraw from a purchase without giving a reason. This is a different situation: the product was not delivered, so the contract was not performed. In that case the buyer may terminate the contract and get the price back, as both EU law and the Turkish Distance Contracts Regulation expressly provide.

Why will the case be heard in Bulgaria and not in Ankara?

The buyer bought the signature as a private individual, and the seller accepts foreign orders and shipped the product to Bulgaria. In that situation EU Regulation 1215/2012 (arts. 17–19) lets the consumer sue in the courts of their own domicile, and the contract's Ankara jurisdiction clause cannot be enforced against the consumer.

What on this page is fact, and what is opinion?

Facts (dates, quotes, contract clauses, tracking numbers) are backed by documents kept in their original form. Opinions are placed in a separate section and labelled as such. If you believe a fact is stated incorrectly, please use the right of reply.

How will this end?

As soon as the product is delivered or the money is refunded, the top of this page will show «Resolved» with the date. The page will stay online as an honest account of how the dispute was settled.