Madrid Customs
Is anyone else experiencing any import issues with Madrid Customs? (Shipping from the UK/Northern Ireland to the Canaries or Balearic Islands).
I don’t know if there is a specific problem with Madrid Customs but any recent orders I have sent to the above locations, have been held pending clearance and naturally, the customer loses patience, processes an A to Z claim and Amazon gives them a refund.
Let me be clear, I don’t blame the customer. Their parcel didn’t arrive, they are perfectly within their rights however, I am wholly powerless to resolve this matter. Parcelforce/GLS hold their hands up, no jurisdiction over customs. Amazon don’t care when I explain there isn’t anything I can do and process the refund almost immediately. Today, it took them a whole 5 minutes between “You’ve received an A to Z Claim” and “A to Z Claim has been granted”.
This leaves me in limbo. The tracking information shows the parcel has been held in customs awaiting payment of fees from the recipient. I have been explaining our position to the buyers and provided them with the contact information for Madrid Customs so they can contact them to resolve but, I am always met with the same answer - No.
So - Now they’ve received a full refund from Amazon. If they are honest, then the parcel will make its way back to me. If they are dishonest, they can pay their import fees and get their order! I can (and do) ask for help from Parcelforce to get the parcel back but, as it is with customs, this is not guaranteed to work and I may well lose the item because Customs can release it for delivery before getting the message to Return to Sender.
I have a canned response I have been sending prior to dispatch, notifying the customer of possible issues with customs but this in no way solves my problem.
Any one else have any experience of this?
Madrid Customs
Is anyone else experiencing any import issues with Madrid Customs? (Shipping from the UK/Northern Ireland to the Canaries or Balearic Islands).
I don’t know if there is a specific problem with Madrid Customs but any recent orders I have sent to the above locations, have been held pending clearance and naturally, the customer loses patience, processes an A to Z claim and Amazon gives them a refund.
Let me be clear, I don’t blame the customer. Their parcel didn’t arrive, they are perfectly within their rights however, I am wholly powerless to resolve this matter. Parcelforce/GLS hold their hands up, no jurisdiction over customs. Amazon don’t care when I explain there isn’t anything I can do and process the refund almost immediately. Today, it took them a whole 5 minutes between “You’ve received an A to Z Claim” and “A to Z Claim has been granted”.
This leaves me in limbo. The tracking information shows the parcel has been held in customs awaiting payment of fees from the recipient. I have been explaining our position to the buyers and provided them with the contact information for Madrid Customs so they can contact them to resolve but, I am always met with the same answer - No.
So - Now they’ve received a full refund from Amazon. If they are honest, then the parcel will make its way back to me. If they are dishonest, they can pay their import fees and get their order! I can (and do) ask for help from Parcelforce to get the parcel back but, as it is with customs, this is not guaranteed to work and I may well lose the item because Customs can release it for delivery before getting the message to Return to Sender.
I have a canned response I have been sending prior to dispatch, notifying the customer of possible issues with customs but this in no way solves my problem.
Any one else have any experience of this?
6 respuestas
Seller_NoMNQDGnEW5Bx
The customer shouldnt have to pay import fees, you are meant to pay everything for them if theyve purchased on Amazon - its in the terms and conditions
Seller_FQHkqHJI5SqTh
Had one a month or so ago going by RM to Lanzarote. Entered Spanish postal system quite quickly but then took 3 week to be delivered, most of which was customs at Madrid.
As far as I know there were no fees to pay; just a straight forward IOSS order.
Seller_D59sukg3PflcJ
Hi,
This is Aksh from Amazon and I’m here to assist you with your concerns.
I don’t know if there is a specific problem with Madrid Customs but any recent orders I have sent to the above locations, have been held pending clearance and naturally, the customer loses patience, processes an A to Z claim and Amazon gives them a refund.
Let me be clear, I don’t blame the customer. Their parcel didn’t arrive, they are perfectly within their rights however, I am wholly powerless to resolve this matter. Parcelforce/GLS hold their hands up, no jurisdiction over customs. Amazon don’t care when I explain there isn’t anything I can do and process the refund almost immediately. Today, it took them a whole 5 minutes between “You’ve received an A to Z Claim” and “A to Z Claim has been granted”.
This leaves me in limbo. The tracking information shows the parcel has been held in customs awaiting payment of fees from the recipient. I have been explaining our position to the buyers and provided them with the contact information for Madrid Customs so they can contact them to resolve but, I am always met with the same answer - No.
So - Now they’ve received a full refund from Amazon. If they are honest, then the parcel will make its way back to me. If they are dishonest, they can pay their import fees and get their order! I can (and do) ask for help from Parcelforce to get the parcel back but, as it is with customs, this is not guaranteed to work and I may well lose the item because Customs can release it for delivery before getting the message to Return to Sender.
Based on my observations from your post, I want to provide you with a sense of direction moving forward.
Firstly, customers must first contact you and give you an opportunity to resolve their issue. Customers are not eligible to raise an A-to-z Guarantee Claim (“Claim”) without contacting you first.
We would recommend you to appeal the A-to-z Guarantee claim.
If Amazon grants a claim in favour of a customer (automatically or post investigation), you have 30 calendar days to appeal and request a further investigation. If you do not appeal within 30 calendar days, the claim will be closed and any negative impact to your Order Defect Rate cannot be reversed. For more information, go to How to appeal an A-to-z Guarantee Claim, About A-to-z Guarantee claims.
I appreciate you providing updates about your account. Please continue to post any relevant information in relation to this topic so it can be addressed at a later time.
Regards,
Aksh.
Seller_ZQyopdiwkUHOZ
This is the problem. As Sequin said, there shouldn't be any fees for the recipient to pay. What is the order value? Is it a B2C or a B2B order? Are you supplying the customs information electronically? Are you using the IOSS number?
Seller_Myh2nYkXU4rhf
Thank you for your replies. I may have to review my choice of courier as I have been using the same method for a number of years and this issue is only since June. I haven't changed how I do it and there were zero issues before. Perhaps there have been changes made ref customs and info and I have not been aware.
