Hi,

We sell from the Netherlands to multiple countries like Germany, France, Spain and Italy.

We ship all our items with tracking with Dutch postal company PostNL.

Lately we have been getting targeted by fraudulent buyers that are claiming that the items never arrived, even though the tracking (sometimes insured shipping when the value is over €75,-) states that the items are delivered in correct manner. In some cases the tracking even states that the item was picked up by the buyer from a delivery point.

However when appealing the A-Z claim, Amazon states that they 'can't verify tracking' and that they have to side with the buyer because of this... So far this has cost us nearly €4.000,- in damages.. This is not sustainable.

I'm assuming that the PostNL tracking isn't supported for some reason (or not loading correctly) when selling on an Amazon account outside the Netherlands? (Amazon Germany, Amazon France, Amazon Spain, Amazon Italy, etc.).

Is this a bug? Because even if we provide the tracking proof of delivery, Amazon still sides with buyers on these claims...

Sometimes when we ship insured to France, PostNL hands over the package to Colis Prive for the international journey of the package. We did a test where we entered the Colis Prive tracking code as the tracking code on one of the claims and there were no problems.

So you would say; Why not just fill in the tracking code of the local postal service? Well this is not always provided to PostNL by the local service, and if it is, tracking is only registered on the local tracking page once the item has arrived in that country, which would cause Amazon to flag the item as 'shipped too late'...

Very complicated and frustrating situation, especially because we have all the tracking info stating delivery proof, it's probably just a Amazon bug where PostNL tracking codes aren't able to be verified properly...

Anyone have any experience with this issue when selling in multiple European countries?

Please advice, or if anyone from Amazon reads this, please look into PostNL tracking not working on other EU country accounts.