International seller face problem when item return and pay re import charges!

[cp_elgreco]

Hi,

i am international seller (Europe) and i have been facing problems when a buyer from USA for example wants to return an item for reason: i just don't like it!

We know ebay accepts all returns but the problem is not only the free shipping.

Many items i send with TNT express and i pay more than $50 usd because they charge me also for exportation not only shipping cost and other items cheaper ones i send with the post office registered and i pay $7-15 USD.

lets say is ok with it but the biggest problem is when a parcel stops at my country customs and they ask me to pay custom fees plus VAT to my own item and this is a lot of money.

Example: sell something $100 usd and i pay shipping $7 USD because i sell always free shipping.

If the item will return and stop at customs they ask me to pay around $30 usd for custom fees and vat because they think that i bought something from USA.

I always message to buyer to write on the parcel "return to sender" and declare very low value so if the item arrive not to pay anything or at least to pay very less for my own item.

How do you handle this kind of case?

Do you partial refund buyer?

It have happened to me few times but in some cases i pay re import charges and i never partial refund the buyer only full refund.

Any advise will be helpfull. 

[cruoli-43]

Returns are not currently supported through the Global Shipping Program. However, a return can often be arranged directly between the buyer and seller. The buyer should review the seller's return policy, and then contact the seller for next steps.

[cp_elgreco]

Yes thats right is not support it thats why i always say to buyers how they have to return the item, low declare and return to sender but there is a risk and stress always.

[pjcdn2005]

It might help if the buyer writes 'returned merchandise' on the customs form.

I don't know how it works there, but in Canada if we were charged tax and import fees for a return, we can recover our fees from customs Canada. if we  can show that the item was returned from another country. Perhaps your country has something similar?

[pjcdn2005]

This has nothing do with the global shipping program. The seller is in Greece and can not send things through that program.

[kensgiftshop]

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@cp_elgreco wrote:

I always message to buyer to write on the parcel "return to sender" and declare very low value so if the item arrive not to pay anything or at least to pay very less for my own item.

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You get caught doing that, it might cause more problems then you have now.

[cp_elgreco]

believe me i have pay at least two times re import charges and was 35% f the value of the sale!!

[cp_elgreco]

Another question: when you ship for free and the buyer return it for a reason "just don't like it" or "too small" but on the description was all the measurments very clear do you keep the shipping charges when refund or not?

I don't keep nothing i always refund 100% but i want to see if i do right.

Always if there is a return for no actual reason i always loose specialy when i send with expedited because is very expensive! (shipping plus exportation $50)

[m040_6]

In many cases, the buyer and seller can work together to facilitate a return. It is advisable for the buyer to carefully read and understand the seller's return policy, and subsequently reach out to the seller to initiate the return process.

[selgo6560]

Dear cp_elgreco,

I understand the challenges you're facing as an international seller when dealing with returns and the associated re-import charges. It can be frustrating when buyers return items simply because they don't like them, and it becomes even more complicated when customs charges are involved. Here are a few suggestions on how to handle this situation:

1. Clearly state your return policy: Make sure your return policy is clearly communicated in your listings, including the conditions under which returns are accepted and any potential costs or fees associated with returns. This can help manage buyer expectations upfront.

2. Educate buyers about potential charges: Before buyers make a purchase, it's a good idea to inform them about the potential customs charges and taxes that may apply when returning an item internationally. You can include this information in your item description or communicate it directly with the buyer during the purchasing process.

3. Encourage communication with buyers: When a buyer expresses their intention to return an item, engage in open communication with them. Explain the potential re-import charges you may incur if the parcel is stopped at customs. This will help them understand the situation and possibly find a mutually agreeable solution.

4. Consider partial refunds: Depending on the circumstances, you may want to consider offering a partial refund to the buyer to compensate for the re-import charges they might face. Assess the situation on a case-by-case basis and determine if it's appropriate to share the cost burden.

5. Explore alternative shipping methods: Research alternative shipping methods that may have lower or more predictable customs charges. This could involve using different couriers or exploring shipping services specifically designed for cross-border returns.

6. Consult with customs authorities: Reach out to your local customs authorities to inquire about any potential exemptions or procedures that could help minimize the re-import charges on returned items. They may provide specific guidelines or suggestions based on your location and the nature of your business.

Remember, it's important to strike a balance between providing excellent customer service and managing your costs as an international seller. Evaluating each situation individually and maintaining open communication with buyers will help you navigate these challenges effectively.

Best of luck with your international selling endeavors!

Sincerely, [selenagomez]