Package returned to Amazon warehouse in Madrid, but I'm not a FBA seller. Can't get package back.
Hello, I sold a item to someone in Spain. This client returned the package to a Amazon warehouse in Madrid. But I am not a FBA seller and I don't have a return address in Spain. Now I can't get the item back. I opened a case and started a chat with Amazon but they keep telling me I should ask the courier. They are called Celeritas. I can only find a contact form online. But they don't respond. How do I get my package back? And how is it possible the client returned it an Amazon warehouse?
Package returned to Amazon warehouse in Madrid, but I'm not a FBA seller. Can't get package back.
Hello, I sold a item to someone in Spain. This client returned the package to a Amazon warehouse in Madrid. But I am not a FBA seller and I don't have a return address in Spain. Now I can't get the item back. I opened a case and started a chat with Amazon but they keep telling me I should ask the courier. They are called Celeritas. I can only find a contact form online. But they don't respond. How do I get my package back? And how is it possible the client returned it an Amazon warehouse?
6 respuestas
Seller_ZJhFeE3tNKzfh
Was this sold on Amazon UK? or Amazon ES?
Did the customer by their own choice return it to an Amazon FBA adddress?
Seller_xShovtSqIORUa
It was sold on Amazon ES. The strange thing is, first the customer claimed the return label, that was automatically provided by Amazon, was not free of charge. Probably because the return address is not in Spain. So I sent her a UPS return label and she still returned the package with the label she initially received from Amazon. Or maybe she just used a return label from another package. I don't know how she did it.
Seller_ZJhFeE3tNKzfh
I take it the item wasn't under €25 - as you are required there to provide a Spanish return address or otherwise offer returnless refunds.
To be honest - Amazon don't actually state within their policies that I can see what happens if the item is over €25. But the International Returns Policy page is here.
I would assume, as you don't have a domestic Spanish return address - then you should have been required to authorise the return and provide a prepaid return label?
Though we don't sell internationally at the moment - so hoping someone else can clarify. If they did return to the FBA warehouse - then techncially, they are against amazons customer return policy which states to not return third party marketplace goods to Amazon directly. Did you refund the customer?
Seller_xShovtSqIORUa
The item was about € 90. The customer received a prepaid return label which was pre-autorised. She complained that the label wasn't free, Amazon told me it was. In the end the customer was right because I wasn't aware it is only valid in Spain. The customer complained and immediately got a full refund. Lucky the customer was still honest enough to return the package. I provided the customer with a UPS return label all paid for. But in the end the customer used a prepaid Amazon label to return the package to a Amazon warehouse in Madrid. Amazon says they can't get in contact with the warehouse and I should complain with the carrier called Celeritas. Celeritas is a company I can't get in contact with.
Seller_ZJhFeE3tNKzfh
you won’t get anywhere with the courier.
They’ve delivered it to the address on the label, they’ve not done anything wrong.
Amazon won’t help you because primarily they won’t understand the issue.
I’d say realistically for €90 write it off for the effort it would take to get it back.
And if you can get a return address in Spain or look for a return forwarding service.
Seller_kh77A9MtOsq7P
Its just not worth selling in the EU despite what Amazon say, its a waste of time and money. Thank BORIS and the old ladies from the North who voted for BREXIT for this, as it would stop immigration. Whole thing is just a joke.
