An Post returning packages from outside the EU-See 1st post

Amazon deliver the packages into An post directly. So all of their parcels are local Irish delivery as far as an post is concerned.

This has been the way they operated since day one.

Effectively until the truck is emptied at the an post depot in Dublin, the parcels are in full control of Amazon. Which is why you can have dispatch notification at 4pm and delivery the next day if the early Holyhead sailing is caught.

I hear what you say about Amazon and I have no dispute.

My point is that Amazon do not display customs declarations, which is why most parcels are returned.

I get that they calculate and process Duty/VAT, but so would the rest of us f given the chance.

We don't get the chance! An Post arbitrarily returns parcels citing no or incorrect documents, which is many cases

is a barefaced lie. For one of my parcels, they cut open an stole the documents to justify returning them!

`didn't know this! Good for Amazon, but a little unfair for the small Irish businesses just trying to make a buck!

I checked my bank account this morning and on 8/9 I received my refund for the VAT I paid on the package that was subsequently returned (incl. An Post handling charge). I first emailed the eComm email on 24/8 requesting a refund and never got one response via email for the ticket (but several calls, chats, IMs assuring me that they would get to me with copy and paste responses).

Basically, anyone else in the same boat just keep at them to ensure you are refunded for any charges paid for packages not received, but just be aware that they may not notify you that you have been refunded.

Two parcels sent back to Japan - Japan Post refusing to refund any postage costs as they say all documentation was submitted correctly. One parcel returned to NZ, sender showed me a photo of the completed CN23 which was attached to it.

An Post are being absolutely useless here - its one of the most infuriating experiences I've had - scripted answers which offer no assistance, and then we're expected to tell sellers how to fill in the documents correctly, as if each one of us is a customs expert.

I have been sending and receiving packages from outside the EU this week and have observed,

1. Parcels from outside EU not shipped with AN Post and with a CN 22 form are getting through.
2. Sending parcels out with An Post for the weight and value where the CN22 is the correct form, An Post is producing a CN23 label.

As people can see from images being posted by sellers online returns are having stickers requesting CN23 forms. These forms are only required for items over a particular value and weight, not all packages, CN22 will be the correct documentation for many (if not most) deliveries.

The question An Post needs to answer is

" Have packages been returned to sender where a correct CN22 has been completed, due to either an error or requirement of the An Post system to use CN23's only"

If the answer is yes and I strongly suspect it is, this is an incredibly serious issue not just in terms of online shopping but the risk it is posing to many small business's in how they secure supplies.

Really a question that need's to be submitted by either a journalist or public representative.

Where do you get a CN22? I see a tool online made for the UK, but what if someone is sending from the US?

Already posted by their reply and reposted, you can back for full post I'll just share this bit

...

Please be advised that ComReg would not have any remit regarding customs or the forms that are necessary with the delivery of goods. 

You may still wish to utilise An Post's complaints process as outlined below.

"An Post’s complaints procedures are available on its website: https://www.anpost.com/Customer-Charter/Feedback-Complaints

Please be advised that you must allow 30 calendar days for An Post to respond and provide a resolution to your complaint in accordance with their Code of Practice.

You should be provided with a unique reference number (usually starting with CS or WB) however if you are not provided with this ask the Customer Services Agent to confirm it.

If you are unhappy with the resolution offered by An Post you may then escalate your complaint to the Customer Advocate, who you can contact online at https://www.anpost.com/Help-Support/Customer-Advocate-Form​ "

It would be an awful shame if people directed their frustration towards An Post CEO David McRedmond on Twitter, who has decided to jet off for a month long vacation amidst an almighty crisis within his company.

5 emails to Eamon Ryan over the past two weeks remain ignored, except for a query from his assistant.

Conor Pope may not be wise either. He writes for the Irish Times who

a) Has ignored two emails to the editor and

b) At the same people who awarded David McRedmond Business man of the year for his work with An Post!!!

Try by all means, just be aware of this!

From what I've heard so far it comes down some problem with the labels not being correctly read by the new system, some issue around old irish customs codes and the new EU ones. Anyway packages are pilling up and An post don't have the space to store them so they just ship them back.

It basically sounds like upper management poorly implemented the new system and then fecked off on holidays to leave the mess for others to handle. Naturally frustrations are high with fingers being pointed at customs even though they're only really concerned with illegal items and fed up staff are turning away the packages and sending them back. Normally I believe An post acts as an agent and applies the customs codes themselves and then collects on behalf of Revenue.

Hopefully something will be resolved by the end of the month?

Is it as simple as they only want to deal with the CN23 electronic version of the forms and are insisting on this for everything, even though customs regs are that's it is only needed for certain items & for all others the CN22 is ok?

Because this means less work for them.

Eamon Ryan isn't answering his emails on this issue. Write to your local TD's with evidence (if any) that your package has been incorrectly refused and any correspondence with An Post/Revenue and have them make enquiries. They're more likely to get these complaints in front of Ryan and McRedmond than we are it would seem.

So instead they lie as to why they are sending it back. My niece was looking out for that package. It wasn't refused. The fact that they lied about why it was returned really enrages me.