Amazon Germany Customer Service Issues

I am part of a Romanian company registered as a VAT payer looking to open an Amazon store in Germany. I will be selling products from outside Germany and won't store them in the country. I need some guidance on selling through Amazon: - Do I need to provide an invoice to customers for each delivery, whether they are individual consumers or companies, and under what circumstances? - As a Romanian VAT payer, can I issue VAT-free invoices to German customers following the EU intra-community regulations for cross-border transactions between EU entities? - If I must issue invoices with VAT, are there specific thresholds in Germany that trigger this requirement (i.e., do I need to issue VAT invoices only after reaching a certain sales threshold or from the first invoice onwards)? - If VAT invoices are required, do I need to establish a physical presence in Germany? Awaiting your response,

Dear Sir/Madam, I reached out to discuss my recent order and bought a pair of Burton Ruler BOA Black Snowboard boots in size 45 EU. Despite my request for size 45 EU, equivalent to 12 US, your system indicated it as 11 US. Consequently, I received size 44 EU (11 US) boots. As we have a ski trip planned for April 4th and this was a gift for my boyfriend, correcting this mistake promptly is crucial. Unfortunately, size 45 EU is no longer available. I kindly request your assistance in exchanging the boots for the correct size before our trip. I am willing to follow your return instructions for the incorrect pair. Thank you for your attention to this matter. Warm Regards

I purchased 2 Nixplay photo frames as a birthday gift for my father, ordering 2 sets in the same purchase. The frames were intended for my sister in the Netherlands. Placing the order on 4/5 with ORDER# [redacted]-[redacted], I accidentally provided the wrong postcode ([redacted] BW instead of [redacted] BN) for Marianne Hoek at Langerijm 20, Bergen. DHL then informed me they delivered it to Suze Robertsonstraat 20, 1062BW, Amsterdam. Despite correcting this mistake with Amazon.DE, the parcel went to the wrong address. Due to the time sensitivity (my father's birthday on April 13), and his health condition, I made a new successful order with ORDER# [redacted]-[redacted]. I now seek reimbursement for the previously misdelivered order. The error in the postcode caused a significant delivery issue, disregarding the correct address details. Your prompt attention to this matter would be appreciated. Sincerely, Hans (Johan) Hoek

Hello, I need to address an issue with my order # [redacted]-[redacted]. The Skechers Zinger Men's Trainers, size 42 EU, turn out to be too big for me. When comparing them to my previous Skechers, both marked as 42 EU, I noticed that the new pair, labeled as 42 EU and 9 US, is larger than my old ones, which are 42 EU and 8.5 US. This size discrepancy makes the new shoes unsuitable for me. I have tried them at home and would like to know if it is possible to exchange them for a smaller size, like 41 or 41.5 EU, or return them for a refund. I understand from the return policy that some items cannot be returned, but all items are eligible for a refund. As I am having trouble navigating the return process on the portal, could you please guide me on the next steps to resolve this issue? Thank you for your assistance.

I recently made a purchase on Amazon on February 21st. I received the goods on March 15th, promptly decided to return it, but faced rejection from the seller citing it was past the allowed return period. After numerous attempts and contacting Amazon over 20 times, they finally accepted my appeal for a return. I successfully returned the product on April 9th. However, the seller is now claiming they haven't received the item, and Amazon seems unable to assist me in obtaining my refund. I feel frustrated and let down by the lack of resolution despite reaching out to all parties involved more than 50 times.

I need assistance with escalating a complaint to Amazon Europe regarding my seller account suspension in February [redacted]. Despite providing the required documents, Amazon suspended my account without further communication. It has been 90 days since the suspension, and I have funds in my Amazon Europe seller account across UK, Germany, France, and Italy. I have tried contacting the Amazon Payment team multiple times to release my funds, but have not received any response. Despite trying to comply with their requests for documentation to reinstate my account, I have been ignored. I am frustrated by the lack of communication and support from Amazon, and I urgently need access to my funds totaling around £[redacted]. Despite proving my account details and fund disbursements, I am unable to access my account and receive conflicting information from Amazon's customer service. Any help in resolving this matter and retrieving my funds would be greatly appreciated.

I placed an order for a laptop yesterday, but when I checked this morning, the order was no longer in my account. I re-ordered the laptop for tomorrow, but now I can't access my account. Despite being certain of my password, I could not log in. While attempting to reset my password, I received a notification that my account name was not found after entering my name. There's also been an email alerting me about potential unauthorized access to my account. Due to these security concerns, I prefer to cancel the order and purchase the laptop in-store instead.

Hello, I'm Ilia, writing on behalf of my brother-in-law, as he prefers German to English. His concern is about an Amazon order he made on May 4th. He received only two items, specific Eucerin night and day creams, despite a larger order. When he contacted Amazon, they mentioned insufficient funds. We wonder why, as we ensured enough money was in the account when placing the order together. Also, the other items from the order are no longer visible in the "Your Orders" section, except the two creams. Thank you, Ilia (Representing Mr. Jorgji Rama, located in Worth am Rhein, Richard Wagner Strasse No. 5, Germany)

Hello, I'm Denys from Canada. Recently, I purchased a 50 euro Netflix Gift Card on Amazon for my girlfriend in the Netherlands. After a successful payment, I encountered an issue. I received an email stating there were difficulties and my Amazon account got blocked. On checking my bank account, I only saw a $1.50 charge for currency exchange. The email requested specific details on my bank statement, which were already visible. Can someone explain what went wrong and help me resolve this? Thank you.

Dear Amazon Team, I have established a company in Hong Kong and would like to register as a seller on Amazon Germany to sell my goods from China in the German market. I have heard that since [redacted], there is a new rule that foreign companies must have a European address to deliver and sell goods in Germany. This address must also be on the product packaging and on the EORI. Therefore, I have been informed that I need a representative to handle customs, import of goods, and address on the product packaging for me. However, I was also told that in online e-commerce, I do not need a representative and that Amazon can take care of this for me. This means that I can use Amazon FBA's European address so that customs can deliver the goods in Germany without any issues. I would appreciate it if you could provide information on this matter, as I am very confused and uncertain about this rule. Thank you, Regards, Marion Ruhrmann

Bonjour, Le 15/07, deux transactions d'un montant de 75,00€ et 22,83€ ont été prélevées de mon compte bancaire par Amazon DE. Je n'ai effectué aucun achat en Allemagne ni sur Amazon France récemment. Après avoir contacté Amazon et être redirigé vers Amazon Deutschland, je vous écris pour obtenir des informations sur ces prélèvements que je considère comme suspects. Veuillez me contacter en français pour résoudre ce problème. Cordialement, A. DEPLAGNE Email: [redacted] Tél: 06 62 96 45 05

Order #[redacted]-[redacted] The packing department needs improvement. I have received items with excessive paper stuffing multiple times. It is essential to use appropriate C1 or C2 boxes for small watches, not E1 or E3 boxes. Additionally, the product box was dirty, making it unsuitable for gifting. Proper training for the packers is necessary to enhance the packaging quality.

I recently received an email stating that access to my customer account is temporarily unavailable and that unfinished orders have been canceled. They mentioned routine checks may trigger automatic closures for various reasons like outstanding payments or unaddressed reconciliation requests. The email instructed me to contact them through the "Contact us" button on their help page if I was unsure about the closure reason. However, when I attempted to login, I could not find the button mentioned in the email, and the "contact us" link directed me to login which I cannot do at the moment.

Hello, I am writing to address an issue with my Amazon.de account as an international customer from Greece. Recently, Amazon locked my account due to what they deemed suspicious activity, caused by challenges with my debit card resulting in failed purchase attempts. Upon receiving an email prompting a password change, which I completed, I logged in to attempt the purchase again post-resolution with my bank. Unfortunately, the order was once more cancelled. I then followed instructions in a subsequent email to update my credit card details and wait 24 hours for resolution. However, despite complying, there has been no contact and my account remains inaccessible. My username is elvasta@[redacted]. Thank you, Leonidas V.

I placed an order under the name Alexandros Alampanos, and it was supposed to be delivered to me today. However, the tracking information shows it as delivered, but I did not receive it. Amazon handed it over to someone with no proper identification, and this is unacceptable. I am upset and anxious about the whereabouts of my package. The person who signed for it was LI, not me. This behavior is inappropriate and reflects poorly on the company’s customer service. I paid [redacted] euros for the delivery, and it was meant for me, not an unidentified person. It is disappointing that communication was lacking during the delivery process. I cannot locate my package, and it has been wrongly given to someone else. I feel let down by this service. Delivery Company: UPS Tracking ID: 1Z98XV[redacted]70

Gentili signori, abbiamo ricevuto un rifiuto per il nostro ordine con numero CAT.[redacted]-[redacted]. Avete addebitato l'importo sulla nostra carta dopo aver accettato il pagamento che dovrebbe essere completato entro 3 giorni. Non accettiamo di dover pagare per un errore di vostra esclusiva responsabilità, continuare a trattenere i nostri soldi e vi chiediamo di inviarci la merce ordinata e regolarmente pagata. Cordiali saluti.

Gentili Signori, abbiamo ricevuto un rifiuto relativo al nostro ordine CAT. [redacted]-[redacted]. Avete addebitato l'importo sulla nostra carta accettando il pagamento che viene completato entro 3 giorni. Non accettiamo che dobbiate pagare per un errore di vostra unica responsabilità, continuate a trattenere i nostri soldi e vi chiediamo di inviarci la merce ordinata e regolarmente pagata. Cordiali saluti.

DHL attempted delivery of my order (Order Number: BESTELLNR. [redacted]-[redacted]) at my apartment building. Both my husband and I were present, but the bell was not rung. They claimed they faced a "locked door", which is why I expect them to ring the bell. This is a recurring issue, despite being instructed to contact DHL last time. The solution should not require my intervention. Consequently, I am now inconvenienced with having to visit a DHL Service point the next day after 13:00 (Thursday). As a PRIME member, this is not satisfactory, and I should not have to retrieve packages myself. I appreciate your attention to this matter. - S. Stewart

Hello, I sell on Amazon using the FBA feature and utilize your Partnered carrier services for transporting my goods to the warehouse. I've encountered difficulties in scheduling a pick-up from DHL for the shipment delivery. This problem is causing me financial losses, and I need assistance in resolving it with DHL. Your prompt help in this matter would be greatly appreciated. Thank you.

Order # [redacted]-[redacted] and Order # [redacted]-[redacted] are expected for delivery today. However, the order status has changed, stating that the carriers could not leave the orders unattended. The carriers did not make contact despite my number being linked to the orders, and they did not ring the doorbell, leaving me unaware of their arrival. Assistance is needed from someone fluent in English, as communication with an Amazon representative was hindered by a language barrier. Urgent help is sought to ensure delivery today or by tomorrow at the latest, as I am unavailable thereafter. Grateful in advance for your support.