How to Avoid Bad Feedback from a Buyer about Customs Fees?

[Anonymous]

Got a message this morning from a UK buyer who expressed displeasure about having to pay customs fees.   He hasn't left feedback yet.  I'm hoping he'll just skip it.  His FB left for other sellers is all positive.

How should I respond to his message to maximize the possibility that he won't leave bad feedback?

I am aware that bad FB about customs fees can be removed by eBay, especially if there's also a message from the buyer complaining specifically about customs fees.  I found some helpful tips in this old thread, where the seller ultimately got the feedback removed:

http://community.ebay.com/t5/Selling/Bad-review-because-buyer-was-mad-about-customs-charges/td-p/263...

Just curious what everyone thinks about how best to respond to the buyer's message at this point.  Thanks!

[starroute-us]

Hi @Anonymous🙂

I would let the buyer know you have no control over custom fees imposed by *their* country.

The customs form is auto filled out for only the purchase price when printing label to mail.

Some countries are worse than others depending on the item.

I never alter customs forms for buyers, their country, they should be aware of VAT/fees. The listing states info about custom fees as well.

If they leave neg FB stating custom fees issue and nothing else about the purchase, you can most likely get it removed with phone calls to ebay with policy in hand.

[emerald40]

First, if you sell Internationally you should have a blurb in there about Custom Fees being the responsibility of the buyer.

Second,in an email just tell him that.

Do not get in a back and forth with him.  Just rinse and repeat.

And if he gives you bad feedback because of it show ebay that original message together with any others  so they can tie it in together, and ask that they remove it while you remain on the phone.

[Anonymous]

Thank you, Star and Emerald.

I'll just nicely tell him about that blurb in the listing about customs fees. 

By the way, is it true that with GSP, eBay does include all customs fees/VAT in the total shipping cost? 

[campesinoplastic2014]

France was notorious for this very scenario.

[starroute-us]

GSP has the total cost including import fees upfront.

I forgot they removed the custom fees disclaimer for others, I just figure non US buyers usually always know and the few I have had complaints from where just fishing:(

[emerald40]

I agree that anyone from another country who has purchased from the US is well aware of custom fees.

So I also feel this person is just fishing for a partial.

[nowthatsjustducky]

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@Anonymous wrote:

Thank you, Star and Emerald.

I'll just nicely tell him about that blurb in the listing about customs fees. 

By the way, is it true that with GSP, eBay does include all customs fees/VAT in the total shipping cost? 

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Not only do they do that, but they charge customs fees even if there would be no such fees otherwise had the seller shipped directly.

[Anonymous]

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@nowthatsjustducky wrote:

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@Anonymous wrote:

Thank you, Star and Emerald.

I'll just nicely tell him about that blurb in the listing about customs fees. 

By the way, is it true that with GSP, eBay does include all customs fees/VAT in the total shipping cost? 

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Not only do they do that, but they charge customs fees even if there would be no such fees otherwise had the seller shipped directly.

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Really? Wow! 

I've never opted in to the GSP, as I once checked out international shipping costs from a buyer's perspective by browsing other GSP sellers' listings.   I couldn't believe how high the total cost was! 

[Anonymous]

Hi Star @starroute-us

I went ahead and responded to the buyer, including your suggestion to mention the customs form is auto-filled with only the declared item value. 

I also included a link to a guide on VAT fees for UK buyers:

http://www.ebay.com/gds/Buying-and-receiving-goods-from-USA-to-UK-VAT-fees-/10000000013477946/g.html

And I copied what eBay shows in the footnote on international shipments:

International Shipping - items may be subject to customs processing depending on the item's declared value.

Sellers set the item's declared value and must comply with customs declaration laws.

As the buyer, you should be aware of possible:

- delays from customs inspection.

- import duties and taxes which buyers must pay.

- brokerage fees payable at the point of delivery.

Your country's customs office can offer more details, or visit eBay's page on international trade.

Hopefully this helps the buyer.   Thanks again for the advice!

[duchess-at-speakeasy]

I would not respond at all unless the buyer has asked you a direct question. Even then, I would indicate that VAT and/or duty are the responsibility of the recipient and are not included in the price of merchandise imported from the U.S. Purchases from the EU do include VAT (if any) and certainly the eBay GSP advertises that all taxes and duties are "included" in the total paid up front.

Keep in mind that the UK charges VAT on the postage amount as well as the declared value of the merchandise. (Most countries do not.)

Depending on the value of USD vs. GBP, the taxable merchandise value is somewhere around US $25 and VAT is about 20%. Couriers also may charge a delivery fee, although Royal Mail may waive such a fee on low-value packages.

Oh, and once the UK leaves the EU, boy are the Britons going to be in for a financial shock!

~~C~~

[takikawa4]

That wasn't the case when I ordered something from the U.K. using GSP. I wasn't charged anything other than the shipping fee as the item was less than $40. Don't know, however, how that works going the other way.

[starroute-us]

Oh good it is there, I just looked at some random listing and didn't see it.
I do GSP, sometimes the cost is high. Although for Aussies, I find GSP to be faster and of course their VAT is only charged on real high cost items. Can't recall if 1K or more.

[Anonymous]

Dear buyer,

I am so sorry to hear of your displeasure in having to pay custom's fees.  As you know, VAT, customs's fee and the 8 pound processing fee are fees imposed by your country and sellers outside the country have no control over these and do not benefit in any way.  Many countries use these fees to protect their local commerce and to pay for those great "free" social programs their citizens enjoy.

Even still, we do want to help our buyers in any way we can and that includes directing them to the proper place to lodge their complaints.  Here is the link that may help you in lodging a complaint against these unfair charges:

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/customs-international-trade-a...

We could try writing to your revenue and custom's department on your behalf, but it is doubtful we could get any response or resolution since this really is citizens and their government.

Kind regards,

Happy helpful seller

[duchess-at-speakeasy]

U.S. buyers (mail order)  have been able to import up to $200 tax free for years, and I believe the limit was raised recently to $800.  So a $40 purchase from the UK, direct or via the GSP, would not be subject to tax.   However, duty -- which is not the same thing -- might apply to certain products. The complaint has been that the GSP applies tax across the board, regardless of the value or the product itself.  I think  the GSP has made adjustments to reflect tax requirements of individual countries.   This is not to say that the shipping amount has not been inflated to cover handling by Pitney Bowes and the courier employed to deliver an order.  And, of course, international buyers do have to pay the seller's domestic shipping amount, whether it is separately stated or included in the selling price. ~~C~~