I have a customer in Dubai.
Before they purchased the order the specifically asked if I would waive the shipping costs as it was very expensive for them.
This is an expensive item circa £200.
I replied that ‘Unfortunately customs import duties, taxes and admin fees are not in my control. These need to be paid to UPS before the package is released from customs’
‘This cost is out of my control I’m afraid.’
The reply was
I meant the shipping costs not the import duties.
I replied that I could not adjust the shipping costs as it is very expensive to ship to the UAE.
Anyhow they place the order and it has arrived next day in the UAE.
So far I’ve received 3 requests to refund the shipping costs as the customer has had to pay 50 euros extra costs. WTF!
You know when you just know the customer is going to be a problem.
So far I have replied politely that I did make them aware there would be extra cost incurred to import goods of this value into the UAE but I keep getting requests from amazon to resolve this with the customer.
How would you handle this ?
I obviously don’t want to refund anything as I have been upfront and professional from the start.
I know the next step I will now probably get hit with a negative feedback.
I almost want them to open an A-Z as I’m sure they would find in my favour as it’s all there in the message thread.