IOSS returns, delays and extra custom charges
Firstly does any one have a good reliable way for getting items in to Europe (mainly Germany, Italy and Spain) in a timely manner, and without customers being asked to pay customs again on an IOSS order? we are currently using RM international tracked or tracked and signed, or items are light and small (under 100g most of the time, with an average value of about £30)
secondly - a german customer purchased an item from AMZ DE, shipped from our depot in the UK, so postage purchased through RM with all IOSS info imputed etc, and IOSS collected by AMZ at point of sale. Customer has just had to pay over 13 Euros in duty! so the duty has been paid twice, once by us, and once by the customer. does anyone know who I need to contact to get the customer refunded the over charge / 2nd lot of duty etc. is it AMZ UK, AMZ DE, RM or DHL?
I suppose i should be mildly grateful that it got to its end destination, because sooo many packages are just getting stuck in customs for weeks, only to go missing, finally be delivered (by which time I have had to refund due to the delays) or its returned to us, and we have grumpy customers!
3 replies
Seller_ZsZYMPtp4HrzN
As I understand it IOSS is VAT, not Duty. The two are different things.
Seller_zbLvucQCOtSSW
There shouldnt be any further charges for the end customer
Key facts about IOSS:
IOSS doesn’t just make it easier for you, the seller, but for your customers too, because they’re only charged once at point of sale. This avoids unexpected costs when the goods are delivered, because the goods go through a green channel at Customs which allows a fast and streamlined release that permits a quick delivery to the final customers.
What do you need to remember:
As of July 1, the VAT exemption on imported goods with a value under €22 has been removed, so all goods imported to the EU will be subject to Import VAT when they arrive in the EU. And here lies the convenience of IOSS, as under this regime the Import VAT is not charged if the consignment value is below €150.
Seller_uVWTL24jGk7B7
Same here, we are shipping to EU with Royal Mail International Tracked and Signed and these are the issues we are experiencing:
- packages are being held up at customs for up to 6 weeks (many customers simply ask for their money back after a couple weeks)
- customers need to pay additional duty / vat
- packages are being returned for reasons like:
a.) unclaimed, not collected – if everything is paid, why does it need to be collected?
b.) “failed electronic customs clearance” – this happens in Ireland with AN Post. - In Spain customers receiving physical letters from the Correos Espana being asked to go through impossible registration processes on the post office website (customers simply don’t have the requested documents or information), and provide / verify information about the package.
All these orders are IOSS paid and on the outside of the box we include:
- Vague product description like “Toiletries” on the customs form, no HS code.
- Marketplace name and IOSS Number
- Breakdown of order total and taxes paid (deducted by Amazon)
It has been a nightmare for the past few months, we are trying to get VAT numbers in each European country, and hoping that some kind of FBA would work out better.
Until then, any advice is highly appreciated!
Thank you for your time.
