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International customers (rare) complaints about VAT/customs - ideas?

by kencalhn
7 replies
Hi -

I got a complaint from a UK customer about he doesn't want to pay his $26 customs/VAT fee (for a dvd system shipped). I've only gotten a few of these types of complaints, of hundreds of international orders over the years.

Any suggestions? I already put near the order button in clear wording:
"FAQ: Do I have to pay customs/duty/VAT/tax (International non-USA customers)?
Orders shipped outside of the United States may be subject to import taxes, customs duties and/or fees charged by your country, which are your responsibility to pay and are not included. We cannot ship with the word "gift" or lower-price value on the package. Customs policies vary widely from country to country, you can contact your local customs office for more information.".

Apparently a few people don't read, or are surprised when DHL/UPS has a customs/VAT collection form for them, for them to pay customs/VAT, to get their purchase.

+ should I use bigger letters near the order form? as in... "International customers are responsible for paying their VAT/customs/taxes to UPS/DHL on delivery, prior to receipt of your package"
+ or send a followup email before after they buy/prior to shipping saying 'remember you'll likely get a customs/VAT tax due on delivery, so please be prepared to pay DHL/UPS the required (modest) amount"?

Talking with a shipping customer service guy today, he said people should expect customs due for all international shipments; I do make it clear on the order form; thankfully I've only gotten a few complaints total lifetime over this, but I'd like to avoid any in the future..

thanks,

ken
#complaints #customers #ideas #international #rare #vat or customs
  • Profile picture of the author LostIt
    That's correct: people should expect customs due for all international shipments.
    But they don't always. I'd put it in bold and red.

    Now if the person in the UK doesn't want to pay for international customs fees, they should order in the Euro zone. There will be more fees for everything else.
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  • Profile picture of the author deekay
    Put more emphasis to that fine print, kencaln. Bold it. Underline it. Italicize it. Use a red or blue font color .
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  • Profile picture of the author Anonymous Affiliate
    Originally Posted by kencalhn View Post

    Apparently a few people don't read, or are surprised when DHL/UPS has a customs/VAT collection form for them, for them to pay customs/VAT, to get their purchase.

    + should I use bigger letters near the order form?
    True: people dont read the fine print, disclaimers, etc. HOWEVER, dont cloud your order form with noise or your conversions will hurt. Do display the disclaimer in a sensible manner as it's indeed YOUR duty, but it's people's responsibility to know THEIR own tax duties.
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  • Profile picture of the author kencalhn
    true - I don't want to overreact and kill international sales because <1% of people don't read the directions.. a balance makes sense
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  • Profile picture of the author borsaronero
    Put on a Script that make appear a Tick Box to click when they are non-USA customer.

    Something like "I read and agree that I am eligible of some taxes due to the country of shipping".
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  • Profile picture of the author mraquinn
    Do you get enough complaints to change your order page for everyone? It's pretty standard for international shipments to have duties, but equally there must be people who don't know.

    But if it's a small minority of customers then maybe just dealing with them and leaving everything else alone would work.
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    • Profile picture of the author goneill
      I agree with what has been said above regards physical good but what upsets me is when i have to 20% VAT (Value Added Tax) for services provided for in the USA such as hosting yet I am being charged an additional 20% UK tax? It has also occurred when I have bought downloadable products from the USA.

      I have no proof that the USA business is forwarding that tax to the UK Government nor am I provided with a receipt, in actual fact you have to be a registered business in the UK to charge VAT and obtain a VAT number which must be shown on all of your businesses and also must provided a VAT receipt.

      I feel that some USA firms are ripping of UK customers and pocketing the 20%.
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