FBM Amazon.com International Purchases - Duties/Taxes/Fees

Hi everyone,

I've had some trouble finding a clear case on Google or on Seller Forums. If I could get a word from an admin, it would clarify things. I know international customers purchasing on Amazon.com are responsible to respect import laws from their country and for duties/taxes/brokerage fees. BUT what happens when a package is refused and they open an A-Z claim?

Here's the situation:

• We're selling FBM on Amazon.com and we sometimes sell outside of Canada/USA.
• In this case, our seller is in Greece. VAT was not charged by Amazon.
• We shipped the product with UPS and the customer refused the delivery and refused to pay duties.
• Sending the product back to us is 213.23$ CAD - this is not a possibility.
• We will end up assuming the brokerage/duties either way - UPS always charge our account.

Now my question is: Are we covered by Amazon in any way if the customer doesn't comply with Amazon's policies about international orders and opens an A-Z claim? Sometimes we cannot even retreive the package depending on the country. What's the best way to resolve this from a seller's perspective?

On "The Bay", sellers are 100% protected from those situations. What about Amazon?

A.