Case log

1. 04.09.2026
   Application

   Order placed as an international one

   The seller confirmed the application was filed as a foreign one (yurt dışı) and asked for proof of payment.

   ↳ seller's email
2. 14.09.2026
   Payment

   Order paid in full

   The buyer paid by bank transfer and sent the seller the payment receipt.

   ↳ payment order, correspondence
3. 16.09.2026
   Shipment

   Seller reports the parcel has been shipped

   E-imzanız bugün kargoya teslim ediliyor (your e-signature is being handed to the courier today).

   ↳ seller's email
4. 23.09.2026
   Delivery

   Parcel held at customs

   Tracking shows Parcel is pending release from a Government Agency. The buyer informs the seller.

   ↳ tracking, buyer's email
5. 24.09.2026
   Seller's commitment

   Seller promises to cover customs costs

   …gümrük ücreti ne kadar çıkarsa biz karşılıyoruz (whatever the customs fee turns out to be, we cover it). In the same email the seller suggests that the buyer ask the courier about the parcel directly.

   ↳ seller's email
6. 29.09.2026
   Seller's position

   Seller shifts customs clearance onto the buyer

   The seller writes that the problem lies with the customs procedures of the buyer's country, that the seller is not liable after handover to the courier, and suggests the buyer pay customs and be reimbursed later. A refund is refused on the grounds that the certificate is personalised. An Aras Kargo tracking number and the contract are provided.

   ↳ seller's emails
7. 29.09.2026
   Buyer's demand

   Buyer demands delivery in writing

   The buyer demands delivery within the statutory 30-day period and warns that otherwise the buyer will terminate the contract and claim a refund. The buyer declines to act as an unpaid customs broker for the seller.

   ↳ buyer's email
8. 05.10.2026
   Notice

   Notice of intention to sue

   The buyer formally notifies the seller: if the order is not fulfilled within 45 days of payment (by 29.10.2026), a claim will be filed in a Bulgarian court at the consumer's place of residence.

   ↳ buyer's email
9. 06.10.2026
   Correspondence

   Seller asks about the parcel's status

   The seller asks what customs has said. The buyer replies that apart from the «pending release» status the buyer has received no notices, and that the nearest customs office is an eight-hour drive away.

   ↳ emails of both parties
10. after 06.10.2026date to be confirmed
    Return

    The parcel went back to the seller

    The parcel was returned to the sender, UPS tracking 1Z44…9292 (full number kept in the case file). The buyer never received it.

    ↳ UPS tracking
11. 29.10.2026
    Deadline passed

    45 days since payment have passed

    The product has not been delivered and the money has not been refunded. No substantive reply from the seller.

    ↳ —
12. 09.11.2026
    Preparation

    All teams engaged, documents prepared

    The legal, technical and advertising teams are on the case. A legal opinion, a letter before action in English and Turkish, and a draft claim to a Bulgarian district court have been prepared. This page has been opened.

    ↳ —
13. soon
    Planned

    Letter before action

    The seller will receive a formal letter with a choice: deliver to the door (DDP) or refund. 10 days to respond.

14. next
    Planned

    Complaints to Bulgarian and Turkish authorities

    Complaints to KZP (Bulgaria), the Turkish Ministry of Trade and BTK, with a link to this page.

15. next
    Planned

    Claim in a Bulgarian district court

    If the dispute is not settled, a claim for a refund and costs will be filed at the buyer's place of residence.

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