Viabox

Customer's package arrived to their suite, customer paid for the package to be forwarded to them with shipment # (SHP [redacted] item was shipped to the customerCustomer opened this dispute before the package arrived to our warehouseThe arrival date scanned for this items was 11/26/More details can be provided if needed Adam P*** | Business Relations Managerwww.viabox.com | [email protected] [redacted] Portland, Oregon, 97217, United States

[redacted] Customer ( [redacted] ) had paid for TNT shipping charges and their package was shipped to them and delivered( [redacted] Shipping charges for the service rendered were refundedIssue was resolved directly with the customerIn depth details can be provided if needed Adam P*** | Business Relations Managerwww.viabox.com | [email protected] N Columbia Blvd, Ste C Portland, Oregon, 97217, United States

The tracking # [redacted] provided by the customer is a NON working tracking #It was not delivered to our warehouse nor is there any proof of delivery of this tracking # [redacted] All of the other items that customer wanted us to forward have been shipped to the customer

Customer's items were shipped via Aramex, tracking # [redacted] However, the shipping carrier lost the package among other ones in the same shipmentWe have proceeded to file a claim against the shipping company for the lost package but we have yet to have a resolutionWe can provide communication emails for this lost package with the shipping carrier Adam P*** | Business Relations Managerwww.viabox.com | [email protected] [redacted] Portland, Oregon, 97217, United States

This customer's ( [redacted] ***) package was shipped and deliveredThere was an issue with the shipping carrier where they delayed our Pallet which had almost packagesThe issue was with their third party company that they use to pick up pallets did not registered our pallet as being picked up, therefore, [redacted] was delayed but was delivered to this customer [redacted] has been with Viabox for a long time and we still provide our services to herIf you would like proof of communication between us and the shipping carrier regarding the pallet it can be provided Adam P*** | Business Relations Managerwww.viabox.com | [email protected] [redacted] Portland, Oregon, 97217, United States

My complaint has been marked as resolved however I did not see the response from the company and having looked at it they have completely disregarded my complaintIn it they mention my package was delivered but that is a different package not the one I complained aboutThey have offered me no resolutionI want to reopen this please

As we noted before, Viabox has nothing to do with a retailer that the customer usedViabox is a service providerIt is unfortunate that the customer fell victim to a third party posing as Viabox, but we as the company have not sold anything nor is selling any merchandise.Viabox is a service provider company

The order was returned as requested by the customerPlease note that this is a FREE service that Viabox as a courtesy to its customers provides and is not in any shape or form responsible or guarantees the return dates.The following message was sent to the customer though our help desk
on Apr 07:pm:Your item is being returned as requestedTracking# ***

Viabox is a service providerWe are not a retailer and we do not sell any itemsWe are in the package forwarding serviceThis complaint does not pertain to our company

All of this customers items were repackaged (FREE service) shipped and picked up by the shipping carrierThe tracking # is *** which was shipped via TNT express and the customer notified of his shipmentThis complaint should be closed as the service has been provided

All of the items in question have been shipped to the customerThe issue was that the customer had two accounts opened with Viabox and that the item was entered into one of her accounts (old one)The customer should have not opened another account to avoid such issues.
Seems like
*** has been delivered while *** is held and waiting for you to pay Duties and Taxes
This case should be closed as this has been resolved with the customer

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Please provide the screen shot which shows that I agreed to those outrageous shipping cost and that you provided the option to return the package to the sender.I did not agree with those outrageous shipping cost, which is why I emailed you about this problem and ask you about shipping via USPS the local postal service, which is extremely cheaper than all other shipping carriers, but you refuse to lower the cost or provide the accurate shipping cost for the carriers you listed.You then turn around and use Canada Post the cheapest shipping carrier to ship the packages and then charge me expensive prices to ship via India carrier, when I live in Canada and not in India. Canada Post was readily available, but you did not offer Canada Post as one of your shipping carriers.Please note that when I receive the notification from you about the package arriving there, it only states to log into your account to see more info about the arrived item and click on Ship Now button to make the payment for the shipping fees to your country, that’s all it saysSee Notification below:“Viabox Notification of New Arrived ItemDear ***,We would like to let you know that an item(s) has arrived to your suite at the Viabox Warehouse.Please log into your Viabox account to see more info about the arrived item(s)You can also click on Ship Now button to make the payment for the shipping fees to your country so we can forward your item(s) to you.Once we receive and verify your payment for the shipping fees, we will ship you item(s) to you.Once your item(s) is shipped, you will receive an automated email with the tracking number(s) so you can track the progress of your package(s) until it arrives to you.Best Regards,Viabox Team”

This customer has been in communications with us through our help desk for which have provided screens shot ofAll of the stated packages were shipped according to customer's choice of carriers and showing as DELIVERED
The most recent shipment via TNT tracking# *** shows
as Delivered to the customer's addressAs for the restricted items that customer is mentioning has also been shipped and is stated as Delivered through the carrier of customer's choiceUSPS tracking #
***
We don't have any outstanding packages for this customer and their account is up to date

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Customer's package arrived to their suite, customer paid for the package to be forwarded to them with shipment # (SHP[redacted] item was shipped to the customer. Customer opened this dispute before the package arrived to our warehouse. The arrival date scanned for this items was 11/26/2015. More...

details can be provided if needed.
 
 
Adam P[redacted] | Business Relations Managerwww.viabox.com | [email protected]
[redacted] [redacted]
Portland, Oregon, 97217, United States

[redacted]
 
Customer ([redacted]) had paid for TNT shipping charges and their package was shipped to them and delivered. ([redacted] Shipping charges for the service rendered were refunded. Issue was resolved directly with the customer. In depth details can be provided if...

needed. 
 
Adam P[redacted] | Business Relations Managerwww.viabox.com | [email protected]
1812 N Columbia Blvd, Ste C15
Portland, Oregon, 97217, United States

Complaint: [redacted]I am rejecting this response because: I want the full value of my goods as per the invoices showing what I paid for them. Viabox assigned values to my account not me.Sincerely,[redacted]

Customer's items were shipped via Aramex, tracking # [redacted] However, the shipping carrier lost the package among other ones in the same shipment. We have proceeded to file a claim against the shipping company for the lost package but we have yet to have a resolution. We can provide...

communication emails for this lost package with the shipping carrier.
Adam P[redacted] | Business Relations Managerwww.viabox.com | [email protected]
[redacted]
Portland, Oregon, 97217, United States

According to our Terms & Condition for which the customer agreed upon when registering with Viabox, government issued ID's are on a prohibited list. This list is available here: https://www.viabox.com/terms_conditions.php
Here is a small part of the Terms & Conditions pertaining to this...

issue.
. Viabox takes every precaution and makes every effort to fully comply with all laws and regulations governing international trade, including the Federal Trade Statistics Regulations (FTSR). Viabox reserves the right to open and inspect all items delivered in your name without notice to you. The following list is a non-exclusive sampling of items that are either restricted, cannot be shipped or, depending on your destination country, may either require an import license, additional documentation and/or cause problems and delays during the customs review of your shipment:
 
Government IDs and licenses, or items that claim to be, or that look similar to, government identification documents. This includes uniforms and badges or patches designed to look like official government issue.

Hello,
Shipping charges for this customer have been refunded (see screen shot). The claim process for lost items takes about 3 weeks. Claim paperwork needs to be submitted to the shipping company, then the shipping company needs to do their investigation as to what happened. Once the claim process is completed the check for the declared value would be sent to the client and refund issued to the customer for not delivering the package. 
This is the process and this needs to be followed in such cases.