Package Held At Customs, Now Amazon refunded buyer

Bangduck · #1 05-19-2013

Hi everyone,

I have a package worth 165 pounds sent to an Amazon UK buyer in Belguim. The item is not VERO, branded, or illegal. It it a large costume and the pacakge is around 3.5 kg. The buyer wasn't able to receive it because the customs held the package . It is been 11 days that they held it.

Couple of days ago the buyer made a claim on Amazon stating that they still have not received it. As a response , I provided him with the invoice and contacts of his local customs office to ask him to obtain the package from the customs.

Amazon responded to the claim in favor of the buyer, and had the 170 pounds taken away from me. As an effect, I do not have my package back as it is in the customs, and also I lost all of the money because Amazon favored in the buyer in the claim.

Now , I believe that this is very unfair to me. I would like to know your opinions in this situation on how I can appeal this case or what I can do.

To be fair to me , I want to have either scenarios happen:
(1) The buyer will receive the package successfully from the customs and Amazon will give me back my money in full.
(2) The buyer could not/ did not receive the package successfully from the the customs, but the customs sent me back the package. Amazon will deduct me the price of item MINUS shipping cost. (Not the whole 170 pounds).

Thank you so much for your help!

jeffweico · #2 05-19-2013

Assuming that customs does not seize the package (sometimes an item can be prohibited in some countries and the sender has no idea) you MAY see your item or your money again.

Appealing to Amazon will not do any good unless you can prove the buyer received the item. Basically, the seller is responsible for the item until it is delivered to the buyer. So, if the item ends up being delivered, you can contact Amazon and give them the proof of delivery. If the buyer is honest, he should agree to either pay for the item or return it to you.

Whether or not customs will return your item is up to them. When dealing internationally, there are no guarantees. That is why many people will only ship to certain countries or not ship internationally at all. The risks increase quite a bit.

The lesson here is that you should never agree to ship internationally unless you can afford the loss if the deal goes south. Also, Amazon almost always sides with the buyer, especially in cases like these.

Sorry, I know it is not what you wanted to hear.

Kelly441 · #3 05-19-2013

"I believe that this is very unfair to me."

Of course it is, this is Amazon and the buyer is always right.

Bend over and expect to get reamed when selling on Amazon.

MM78 · #4 05-19-2013

You are also responsible for making sure your item is allowed into the Countries you select to ship

pawelsupra · #5 05-19-2013

Quote:

Originally Posted by MM78

You are also responsible for making sure your item is allowed into the Countries you select to ship

Just because the item is hold at customs it doesn't mean the item is not allowed in the country. the customs always try to make dumbest excuses to hold your package.
provide amazon with the tracking number.

also send message to buyer that he needs to probably send letter to customs to explain what's in the package, whats the value and how you going to use it.

Can you tell me what courier did you use?

If it's FedEx, I feel sorry for you already.

That's all from me.

MICKY H · #6 05-19-2013

Did you place a customs declaration form on the package with the invoice fixed on the outside. Proper preparation of an export is the duty of the seller. If you have not done this then this is why it is held.

It is the buyer's responsibility to pay taxes and duties but if these cannot be calculated then how can he.

If you have not done the above then amazon are correct with the A-Z sorry. All this is explained on amazon in the help section

Bangduck · #7 05-20-2013

Hi everyone,

Thanks for all of the responses. To respond ,the package was shipped via China Post EMS. The item inside the parcel is not illegal / not allowed in that country of any kind. It is a more specifically it is a Panda costume. The EMS tracking number shows that the package is still at the customs in Belgium.

Moreover, I provided the buyer with a copy of the receipt and the contact details of his local customs office since my original post. But he did not respond to me up to now. I am not sure why it he still has not responded to me up to now, if he legitimately wants to item he should have picked it up and the tracking info should say: delivered . Or if he couldn't get the item from the customs with my provided info , he would have contacted me.

The other scenario is that he doesn't want the item anymore. In this case, hopefull the item can be delivered back to me. Does anyone know how long a package will be in customs until they ship it back to original sender?

Thanks again!

GreenBean · #8 05-20-2013

Bangduck

Dont put personal info in open forum

Not sure from your posts if you have made any direct contact with the buyer even after the refund.

rsot · #9 05-20-2013

@Bangduck, if customs has held the item - if buyer does not pick it up, it will be returned.

If customs has seized the item, you will need to send paperwork as proof.

There is not much work you can do with Amazon on this one.

pawelsupra · #10 05-20-2013

Quote:

Originally Posted by rsot

@Bangduck, if customs has held the item - if buyer does not pick it up, it will be returned.

If customs has seized the item, you will need to send paperwork as proof.

There is not much work you can do with Amazon on this one.

There will be two options - They might destroy the package if you won't pay for postage back to China(if he doesn't provide customs with paper work) or Pay additional money for shipment back to China.

GreenBean · #11 05-20-2013

Quote:

Originally Posted by pawelsupra

There will be two options - They might destroy the package if you won't pay for postage back to China(if he doesn't provide customs with paper work) or Pay additional money for shipment back to China.

Correct.

Customs do not run charity shows.

There may well be a probability of extra fees for this seller should the buyer fail to uplift the item.

As an aside, something is not right with this sale.
Is it buyer remorse?

pawelsupra · #12 05-20-2013

Also it really depends with courier provider for customs. I've been importing really high VERO(for over a year now) items with DHL and my package was never stopped, also my supplier always provides a letter to customs saying whats in the package, value etc, etc.
I will show you a letter that my supplier had to provide when I sent him few items via FedEx (Sorry it's in Chinese but you know the main meaning).

http://img402.imageshack.us/img402/5960/lgtfb9f.png*

All rights reserved*

rsot · #13 05-21-2013

High VeRo via FedEx?!? Are you really ready for that kind of risk?

pawelsupra · #14 05-21-2013

Quote:

Originally Posted by rsot

High VeRo via FedEx?!? Are you really ready for that kind of risk?

Yes. As I said that was my mistake, the package got destroyed, now, I appealed for insurance money for second time and it go rejected, so whenever I will have time I will go to Trading Standards.