IOSS Failures
We ensure that the IOSS number is very clear on all despatch lables and the CN22 form. Its working well except for France. We also write the number manually on the despatch lable and CN 22 in large font so it cannot be missed
There is a pattern emerging with La Poste. Despite having an IOSS number and the customer having a tax paid invoice the customs authority are still witholding mail until the customer pays or refuses to collect.
For the minute it is just France.
Anyone else having this trouble ? @Ezra_Amazon
IOSS Failures
We ensure that the IOSS number is very clear on all despatch lables and the CN22 form. Its working well except for France. We also write the number manually on the despatch lable and CN 22 in large font so it cannot be missed
There is a pattern emerging with La Poste. Despite having an IOSS number and the customer having a tax paid invoice the customs authority are still witholding mail until the customer pays or refuses to collect.
For the minute it is just France.
Anyone else having this trouble ? @Ezra_Amazon
14 replies
Ange_Amazon
Hi @Seller_2MDS66zdjPMUU,
Even if the IOSS number is printed clearly on the CN22 and the label, La Poste may rely on the electronic customs data sent by the carrier. If that data doesn’t include the IOSS number in the correct digital field, French customs could treat the shipment as unpaid.
You may want to check with your carrier that:
- The IOSS number is included in the electronic pre-advice / ITMATT data (not just printed).
- The number is in the correct format (IMxxxxxxx, no spaces).
Ange
Seller_2MDS66zdjPMUU
Thank you but surely that should not matter as long as the IM ref is on the CNN . I will check with the RM CN22 - I thought I saw in the FOoum that RM had stopped including the IM number on the CNN allegedly at Amazon's request.
If it isnt on. the RM CNN cant see why having it manually entered in the CNN is a problem ?
Wonder if others using RM are having the same issue ??
Seller_ZQyopdiwkUHOZ
We don't ship to France due to the EPR requirements so I can't say what's going wrong or how common it might be. I do think if this was a very widespread problem, we'd see more people commenting on here about it, so there might be some reason.
It's true that the number being on the CN22 is not in itself enough. The information has to be being sent electronically, but I Imagine that must be happening otherwise you'd be having problems with other countries as well.
I think your best bet is to pick one shipment then contact your RM account manager to get the information that was included in the electronic data for that shipment to see if something might be missing, then take it from there.
Ange_Amazon
Thanks a lot for your insights and recommendations @Seller_ZQyopdiwkUHOZ .
@Seller_2MDS66zdjPMUUlet us know what you discover as you speak with your carrier about this. It seems FR has potentially tighter controls around that.
And let's see if other Sellers can share their experience on this.
Ange
Seller_5G7GfRX0SIPAD
I am having the same problem with France and Spain. Many customers are complaining that they are being charged customs fees and some not receiving packages at all. I have started using a mini label with the IOSS number on it and placed it next to the shipping label and this has not worked.
Ange_Amazon
Hi @Seller_5G7GfRX0SIPAD,
Have you chatted with your carrier about this? What have they told you?
Ange
Seller_2MDS66zdjPMUU
@Ange_Amazon
IT IS STILL HAPPENING WITH RM DELIVERIES. Twice today. AND MORE THAN THAT THE PROPOSED TAX IS AROUND 50% OF THE ITEM VALUE (NOT 20%).
DESPITE ALL THIS THE CUSTOMERS ARE REGULARLY BEING ASKED TO PAY TWICE.
THIS IS A RM ISSUE SINCE ALL THER EU DELIVERIES ARE MADE AND PAID THE SAME WAY WITHNO ISSUE.
THIS IS AN ISSUE AMAZONneed to sort with RM because one seller does not have the contracts.
Seller_2MDS66zdjPMUU
Surely you. must understand that the level of access one seller has to RM systems is non existent. I suspect some AZs coming our way for which we are not culpable but will be punished.
Seller_ZQyopdiwkUHOZ
If Royal Mail aren't doing the job you're paying them to, it's down to you to hold them to account.
They have a contract with you that they aren't meeting if they're messing up shipments. You can take legal action against them if they fob you off.
This has nothing to do with Amazon at all.
Ange_Amazon
Hi @Seller_2MDS66zdjPMUU,
Have you checked this?
Even if the IOSS number is printed clearly on the CN22 and the label, La Poste may rely on the electronic customs data sent by the carrier. If that data doesn’t include the IOSS number in the correct digital field, French customs could treat the shipment as unpaid.
You may want to check with your carrier that:
- The IOSS number is included in the electronic pre-advice / ITMATT data (not just printed).
- The number is in the correct format (IMxxxxxxx, no spaces).
Ange
Seller_2MDS66zdjPMUU
My carrier said oh dear what a pity its above my pay grade. Ask Amazon its their responsibility !!!@!@!@!@
Seller_XJW948XQxw3t7
We are experiencing a critical and persistent issue where French customs are demanding payment from the recipient on almost every single IOSS shipment we send.
We have tested this across multiple booking platforms & couriers, including Royal Mail Click & Drop and Parcel2Go with DPD, and despite ensuring the correct IOSS details are input every single time, the result is the same.
Crucially, this issue is isolated specifically to France. We send daily IOSS shipments to Ireland and Germany using the exact same process, and they clear customs without any issues.
We have resorted to emailing signed letters to customers confirming the IOSS status so they can dispute the charges with the delivery agent, but this is massively time-consuming and unsustainable.
Whether this is a technical failure in receiving the data or a systematic processing error at French customs, it needs to be resolved urgently as it is severely impacting our ability to trade.
