Orders being held by Spanish Customs - A-Z
Just wondering if anybody else has been having trouble with Spanish Customs? I have just had an A-Z closed against me but the tracking shows that the order is still with Customs in Spain.
I do not mind the fact that the customer is fed up with waiting and wants a refund, but to open an A-Z and have it immediately found against me therefore adding a defect to my account feels unfair. I have appealed but I already know I will get some copy paste response essentially saying that everything is my responsibility, even other countries Customs.
Has anybody managed to successfully appeal a case like this?
Thanks all
26 replies
Seller_ZQyopdiwkUHOZ
If there was an issue with the customs info, it’s possible the buyer was sent a bill to pay for it to clear customs. They may have put a claim in at that point as they aren’t supposed to receive any further charges to what is paid at checkout, even for international orders.
Have you checked to make sure you’re using the correct HS code? If so, you should check to see if Spain have that code placed on any lists that mean there are further expectations on you to get it to clear customs, or if it’s banned or restricted.
Seller_DSmBlrx75rMb8
I’m not 100% sure what’s going on over there, but there definitely seems to be issues with customs, but I also think it’s Royal Mail, too.
We had a parcel going to Spain, but then saw on the tracking that it was being returned.
The tracking details claimed the address was undeliverable, but the customer swears there shouldn’t be a problem.
I contacted Royal Mail, and they say the parcel couldn’t be delivered because of the address.
They send me a screenshot of the address they have on their side, which is massively different to mine.
I don’t know if Royal Mail updated the system now for Brexit, but it appears to me that they are maybe using some kind of automated address finder system, to simplify foreign address, but it is just making them worse.
The address they showed me on the system had missing letters, and didn’t contain all the information for the address, even though the address we received on Amazon, which showed the address exactly how the customer entered it, was printed in full.
They even had the cheek to try and say we wouldn’t get a refund for this, but I contacted them back a further few times to call bull**** on that, and told them it’s their fault if they’re changing addresses from what was printed on the label, so now I’m just waiting for the parcel to be returned back so I can send them a screenshot of the parcel, so they can see the exact address that was used.
I can’t check the other parcels as they were sent with standard mail, but we have at least 4/5 parcels that haven’t arrived to customers yet, and I’m wondering if it’s because of the same thing.
I’ll have a better idea when/if they are returned to us, but for now I have a feeling it’s partly Brexit and IT issues at customs, but I’m beginning to worry about whether Royal Mail have also messed up their system when it comes to the addresses.
Seller_saK5Ah2SaNYjL
We’ve had problems with every EU country except for Germany and Sweden. We’ve turned of MFN for all except DE & SE.
Holland, we had pretty much a 100% return rate, plus two A-Zs. All saying something wrong with the address or customs charges needing to be paid. Ireland and Italy were just dire. Spain and France weren’t as bad, but bad enough to stop sending there.
We are doing IOSS correctly and using the right HS codes. The IOSS logo appears on all our C&D labels. (We use RM codes DE4, MTE & MT7.) Royal Mail said we are doing everthing exactly right.
Seller_saK5Ah2SaNYjL
All the HS codes we use are 10 digits, as they should be for export.
Seller_p2AC6LO0hWOCu
Its not the HS code the point is that we have successful deliveries to the EU with the exception of Spain and the republic of Ireland
