This year we decided to use Amazon Global Selling SEND program to save some money, but now the majority of our shipments are incorrectly being charged duties and taxes.

We have our Mexico based factory ship our products to Amazon Fulfilment Centers within the US. All our products qualify and are covered by USMCA (previously called NAFTA) which means there should be no duties or taxes applied to these shipments.

For the last several years we used our own UPS shipping account and never had a problem with duties or taxes being incorrectly applied to our shipments. We are very familiar with the international shipping process and paperwork required.

Some of the shipments made through the SEND program are being treated properly (no duties and taxes) so we know the system can work as it should. Technically, US Custom is incorrectly adding a custom charge to our shipments and Amazon pays these charges and then deducts these payments from our account.

Since the entire shipping process, including brokerage, is being handled by Amazon’s UPS account we do not have the ability to dispute these incorrect charges with Customs. We have created a couple of cases to get this issue resolved but Seller Support has either ignored the issue or incorrectly informed us that we need to contact our custom brokers.

Has anyone else encountered this problem? Can anyone please help?