Mirella Veen orders $430 worth of computer equipment and shelves through Amazon. But her freight forwarder loses it while shipping it to St. Maarten. Who’s responsible?
Question
I live in St Maarten in the Dutch Caribbean. I order a lot from Amazon, using a freight forwarder, a company that receives and ships goods on behalf of other companies.
I recently ordered $430 worth of computer equipment and shelves. Amazon claims the package was delivered, but they have no proof in terms of a signature or picture.
Now they are hiding behind the fact that they sent it through a freight forwarder and will not give me a replacement or refund.
I am going back and forth with emails and keep getting an automated message about what I said before.
I called Amazon, and a representative promised to share my information with the department handling lost freight forwarder information. She said the department would get back to me in 24 to 48 hours. I have heard nothing from Amazon.
Have you ever dealt with a situation like this? Can you give me some guidance on this matter? — Mirella Veen, Retreat Estate, St. Maarten
Answer
This is the first case involving Amazon and a freight forwarder — and honestly, I hope it’s my last.
Basically, Amazon will not cover any items it hands off to a freight forwarder. (Amazon puts it more delicately on its site, noting that using a freight forwarder “may result in complications.”)
May, indeed.
Amazon is pretty clear about its liability once it hands off an item to your freight forwarder: It has none. “Amazon cannot accept returns or issue refunds for lost or damaged items that you or your freight forwarder export,” it says on its freight forwarding page.
How do you track an Amazon package sent through a freight forwarder?
Tracking a lost Amazon package delivered through a freight forwarder can be tricky. Here’s how to keep tabs on your package:
- Start with Amazon’s tracking information. It’ll tell you when the package was handed off to the freight forwarder.
- Find the freight forwarder’s tracking information. Look for the new tracking number. Amazon might provide it, or you might need to contact customer service at your freight forwarder.
- Head to the freight forwarder’s website. Use their tracking tool with your new number.
- Try a universal tracking site. Companies like Track All Together or PackageRadar may be able to help if you draw a blank. They can often find your package across multiple carriers.
Tracking a package can take time, so be patient and never hesitate to contact your carrier for help.
Why I decided to take your freight forwarder case
There’s some ambiguity in Amazon’s fine print, which was enough to make me take your case. For example, Amazon says it won’t issue a refund if your freight forwarder fails to deliver a package. But what about credit? (Related: Can you help me restore the 654 product reviews Amazon has deleted?)
Also, will Amazon try to track down a package that isn’t delivered? It seems like Amazon has an entire freight forwarding department that handles situations like yours. By the time you contacted me, it had been three weeks since your freight forwarder had failed to deliver your computer equipment. (Related: I returned my iPhone, but Amazon is charging me for it. Is that fair?)
Instead of helping you, Amazon was sending you AI-generated emails. You might have done an end run around that department by reaching out to one of the Amazon executives (I publish their names and numbers on my consumer advocacy site, elliott.org). I would have also contacted your freight forwarder directly to try to track your package — although, ultimately, I think this was Amazon’s problem to fix.
Will you get a refund for your missing Amazon package?
At a minimum, your freight forwarder should have been able to show you proof of delivery. And Amazon might have also issued you a credit for a future purchase to make up for the loss.
I contacted Amazon on your behalf. A representative reviewed your file and said Amazon would make a “one-time exception” and issued a full refund.
