Shipped to Venezuela
Hello,
Have a situation with a buyer and wondering the best course of action.
We shipped our product to apparently a freight forwarder who consolidated it with other orders and shipped it to Venezuela.
Upon arrival the product arrived damaged (as the freight forwarder removed it from its original protective boxes and threw it in a box with other items) and now we received a message from the buyer who stated he wants to return it as it arrived damaged but is demanding a return label from us. He stated if we don’t refund him in full he will file an A-Z Claim and will win as he has previously (I am assuming with other Amazon Sellers).
We did purchase our initial label with Amazon Buy Shipping.
1)Besides the fact that I am unsure if we are even able to ship to Venezuela because of US Restrictions, if the item was damaged upon reboxing or whatever would we still be responsible?
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If he does file a A-Z claim can he actually win? (asking to those who have actually had similar situations, not theoretical)
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Is there any preemptive things I should do?
Thanks in advance
7 replies
Seller_Ri0SgMO3rxlYn
Tell them to send a return request, approve it and provide a return label, as with any regular customer, and wait for them to fill the AtoZ. You should be protected, as you authorized the return.
You´re responsible for the order until it´s delivered to the address provided at the order. If the forwarder damaged the product, they are the responsible part.
On a side note, I know exactly how things work in Venezuela. If the item´s value was over $100, the buyer declared way below that to avoid custom theft (absolutely “normal” situation there for high value items). Now, the item was damaged, and the forwarder is not recognizing a cent over the declared value (which is usually zero, as most buyers declare items as “used” or “gifts” to avoid any fee). In any case, authorize return, provide label, and wait. That´s the standard procedure.
Seller_tzfX0jBLBCmu2
We would tell them that Amazon policy does not allow for this. We can only provide a return label for a location within the United States as we sell only to within the United States. They are responsible for the return label and its cost according to Amazon policy.
This would be different if you were based outside of the US or if you were deliberately selling to international buyers. Odds are they will lose this AtoZ claim.
Seller_3N7yVnTXPzLkL
You are responsible for the safe arrival at the freight forwarder’s US location and nothing else.
A return request if granted will generate a label valid from the freight forwarder.
You should prevail in an A-Z claim but it might take an appeal.
Seller_SSENOXHls460C
It doesn’t matter where the item ended up. You were provided an address in the US to ship to and your return label, when issued will have a ship from address the same as your original ship to address. It is up to the individual to ship the item back to the freight forwarder.
Seller_Ri0SgMO3rxlYn
BTW, keep all the conversations, don´t delete anything. This guy will file an AtoZ, but the reason, and explanation, will change as he probably already noticed he made a mistake telling you about the forwarder.
