Amazon causing EU orders to be rejected by customs

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Seller_yarfQd7J3Im93

Amazon causing EU orders to be rejected by customs

Couriers tell us that in order to ship to a business customer in the EU we have to supply the business customers EORI number, Amazon say this is incorrect and that we have to supply our own EU EORI number along with our UK EORI number. So we tried what Amazon said and the shipments were rejected by customs. We contacted the couriers again and they told us that Amazon was talking out of its backside. As the business customer’s EORI number is required in order for the shipment to get through customs I have asked Amazon about 10 times why they aren’t supplying the business customers EORI number together with the order. The answer is that they have to pass mit onto their specialist department (the one that sends you messages for about 3 months saying we are working on this and will get back to you ASAP. After 3 months you stop receiving those messages and you never hear from them again. You check the case in your case log after a year and it says “Awaiting attention from Amazon.” That apparently is what is meant by customer centric. Oh,but of couse Amazon doesn’t consider sellers to be customers, they are interlopers on a site which its owner believes should be the sole domain of Amazon.
Anyway, I then asked how we could stop receiving orders from business customers in the EU. Answer: You cannot. So Amazon take orders from EU business customers that can’t be despatched because they are lacking the needed EORI number. Amazon then blame you for not despatching the order on time. Then when you have to cancel the order and refund it, Amazon blame you for that too.
Amazon’s solution to this was that we should message the customer asking for the EORI number. So we have done that. 2 of the EORI numbers received weren’t valid, and nobody else replied in time for us to despatch on time.

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42 replies
Tags:Customer, Refunds
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42 replies
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Seller_esvgLzKXw2YAl

There is nothing like an old fashioned rant!

Ok, how are you selling your items to EU destinations?
Are you selling on the UK website, or other EU sites?
Are you fulfilling yourself, or is Amazon?

You need to make your explanation a little more concise and informative, in order to get a sensible answer.

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Seller_7VbclcPFFRTnc

are you talking about sending your stock to an EU FBA warehouse ?

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Seller_xDtaDZ1Iek9Fq

I agree with @Dedez and @NEil but just like to be a little “helpful”; EORI is VAT number with Suffix. If you have got the VAT number, you can check the EORI number is correct before putting it on the invoice/form.

1 last bit, you have to send DDP on regardless which marketplace on Amazon.

This conclude the “helpful” information to OP.

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Seller_DTufFoxJuMU0M

The way it reads to me is Neil (who is a very helpful and frequent visitor to the forums) asking a few questions that I presume will make it easier for him to answer you. Admittedly I don’t send overseas so I have no idea.

Your response was to slag off everyone who uses FBA implying they are stupid and don’t give a damn about customer experience… and you fail to see how you were rude and aggressive?

In one post you yell at the little shop for not reading the answer however your answer was after their question…

Seriously for the benefit of your own health, step away, have a break and calm down a bit, your posts read very aggressive and angry. There are people here who will help you, but you need to stop attacking everyone who tries…

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Seller_sFEUMUfeW5484

The problem is this, we are all still going through the “growing” pains of leaving the EU. Even prior to January, many business didn’t have an EORI number.

I think the “mistake” you’re making is assuming that there is a solution. Not all businesses on either side of the water have an EORI number, so you cannot supply it.

It’s a pain yes, the same way that we (along with many others) can no longer sell to the EU, due to teh fees of having to ship DDP etc.

The ONLY real advice anyone can give is either switch off EU sales, or continue to ask the buyer as and when you get an order for their EORI number, if they have one.

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Seller_xUKHc5xSYJmI4

There is a lot of information online now. Amazon do offer support for small businesses support on how to register for EORI number. The process of registering is simple and takes a while to adjust.

There are several companies online who will advise you through the full process such as DPD.

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