Best practices for handling Customs fees when selling internationally

[storagecraft-gps]

I have been selling products to European buyers for years and never had a buyer complaint about the duties/fees in the buyer's country.   Shipping to Europe can get dicey when you are trying to maintain a 100% feedback rating.  Buyers get upset about the delivery times while the product slogs its way through their countries postal and customs systems.  But today I just gave a guy a 30% refund because he wouldn't pick the product up until I refunded him UK VAT and custom fees.

What is the best way to sell to Europe ?    to keep customer happy ?   Best Practices ??  I would really appreciate some sound advise.

   

[dtexley3]

Custom fees are the responsiblity of the buyer!!! REPORT THE MEMBER!!!!

[sam9876]

"But today I just gave a guy a 30% refund because he wouldn't pick the product up until I refunded him UK VAT and custom fees."

You shouldn't have done that.

[storagecraft-gps]

Yes but does that prevent negative feedback. I got negative one time and it made me sick for year.

[storagecraft-gps]

What kind of information should there be in my listing to prevent a buyer from being shocked that he is being charge a fee by his country.

[bubbleman2010]

Use ebays GSP system then their problem is no longer your problem. They are billed up front no hidden custom fees...

[dtexley3]

You may get negative feedback, but you should be able to call CS and get it removed.   You can also leave a professional response.  "We don't have control of the custom fees, they are your responsibility".

The international buyers know this, you just got scammed for a partial refund I'm sorry to say.  Don't let negative feedback or threats of negative feedback drive your business or you'll get driven out of business.

If you must sell international (I don't) you can point them to the eBay rule that states they are responsibile for custom fees and need to contact their countries agency to find out what they are.  This is one of the few costs that is NEVER the responsibilty of the seller either to research or to pay.

[toybrats]

I don't sell internationally anymore but when I did , I wrote that the buyers are always responsible for custom fees.  I explain that sellers don't know the duties because each country is different.  Finally, I write that if they do NOT want to pay duties, perhaps they should not buy outside of their country.  I also explain that I cannot lie on the customs fees.    

The problem is that despite this explanation, some buyers do not understand English well and don't get the message.

[sam9876]

"Yes but does that prevent negative feedback. "

Huh?

[fern*wood]

Back when I did sell internationally, I finally blocked the UK.  That was the only place I ever had this problem. 

[missjen831]

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@storagecraft-gps wrote:
Yes but does that prevent negative feedback. I got negative one time and it made me sick for year.

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Partial refunds don’t prevent negative feedback. Neither so full refunds. Don’t let fear of negative feedback cloud your judgement! 

[pjcdn2005]

You can put a blurb in your listing..something like this.....

International Buyers - Please note that you are responsible for any duties, taxes and fees that your customs authorities may charge. For more details, please check with your local customs office.

They may not see it but at least you can point it out when they complain.  It is their obligation to pay taxes and duty even if you don't state that in the listing though...I wouldn't have paid those fees for them.

Or as someone else suggested, you can ship internationally using ebay's gsp. I'm not a big fan of it but it is probably a good idea for the type of items that you are selling.

Right now you do have one item, the 40gb hard drive, listed with free shipping in a small flat rate priority box to anywhere in the world. Do you know that you can have free shipping to the US but charge for shipping in other places?   International shipping is expensive, it doesn't make sense for you not to charge for it.   For international shipping, the small flat rate priority package and the flat rate envelope are treated just like first class international so it would be less expensive if you shipped using first class international. Not all countries have tracking overseas for first class though. Here is a list of the countries that do.  https://pe.usps.com/text/imm/immc2_022.htm

On your other listings you state that you ship just within the US but you don't actually have other countries blocked.

To prevent buyers from buying your US only items and then wanting you to ship them overseas, go to my ebay - account - site preferences - buyer requirements

Then check off 'block buyers with a primary shipping address that I don't ship to'

You said that you have been selling for a long time...was that on eBay? If not, I would recommend that you ship to the US only or to the US and Canada for a while until you get more selling experience here.

[go-bad-chicken]

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@dtexley3 wrote:

You may get negative feedback, but you should be able to call CS and get it removed.   You can also leave a professional response.  "We don't have control of the custom fees, they are your responsibility".

The international buyers know this, you just got scammed for a partial refund I'm sorry to say.  Don't let negative feedback or threats of negative feedback drive your business or you'll get driven out of business.

If you must sell international (I don't) you can point them to the eBay rule that states they are responsibile for custom fees and need to contact their countries agency to find out what they are.  This is one of the few costs that is NEVER the responsibilty of the seller either to research or to pay.

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I could not agree more.

But, according to Brian Burke in his response to a question that I posted during Community Chat on Dec 20th, 2017, by not collecting customs, duties, and or taxes in advance, I am a seller that disappoints international buyers. BAD! BAD! BAD CHICKEN!

My original question was pertaining to what I feel is an unfair advantage that eBay provides to the GSP - Global Shipping Program on the face page of search results by stating "Custom Services and International Tracking Provided" on other eBay sites outside of the U.S.. I am competing against sellers who use the GSP and I ship exclusively via USPS Priority Mail International for items that I sale that have a sale price over $200.00 in value. What I found interesting was not his response to my main question but what he added at the end of his response, with regards to me not collecting of customs, duties, and or taxes in advance.

I was actualy shocked by this portion of his response as the collecting of customs, duties, and or taxes on the part of sellers in advance has never really been promoted by eBay, in the past.

https://community.ebay.com/t5/Weekly-Chat-with-eBay-Staff/Community-Chat-Dec-20th-1pm-PT-General-Top...

My original question is post #46 and

Brian Burke's response to my question is post #77 and is sown here.

@go-bad-chicken "Our stating that GSP items offer  tracking and customs is because we know that items shipped through GSP offer these services since our partner is required to provide them. With other sellers we do not know this. 

It's your business decision whether to use GSP or not, our statement about the GSP service is not unfair."

Regarding this statement from you:

"I understand that "Customs" are not included with the service that I provide, but when customs are deemed necisary by that buyers government, then those are requested by that buyers local postal service and they are collected at the time of delivery."

"With GSP the buyer knows this cost is part of the purchase, is told up front and never experiences a surprise additional charge from their local post office - this is a terrible experience for the buyer. 

I hope you change your practice and collect and submit these charges up front instead of surprising your international buyers with additional fees to receive the item they already purchased from you. Most buyers are unaware of these charges. 

Thanks for selling on eBay, but please reconsider your approach to customs charges. 

Brian"

[7606dennis]

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@storagecraft-gps wrote:
Yes but does that prevent negative feedback. I got negative one time and it made me sick for year.

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If the possibility of getting a negative has that kind of affect on you, I would suggest looking for other ways of earning income than selling on eBay.  

[dbmm-media]

do not give away your money!!!

the best way for a seller to ship internationally is gsp.

as long as your order makes it to kentucky, your good.

you will not be giving away your money,  and if you get a neg, one call to ebay, tell them its a gsp order,  neg disappears. INR, not your problem, snad, not your problem....etc