Order to Sweden, lost, refunding but who pays custom charges?
Hi guys, slight dilemma with an order we had sent to Sweden.
Tracking indicates the item is “stopped” by PostNord, but customer has informed us they paid the customs charge for this a few weeks ago and now PostNord are telling her they have “mislaid” the parcel.
As she has now waited over a month for this order she wants a refund which I can’t blame her. I’m refunding both postage and goods costs and would like to refund the amount she has already paid in customs charges, but wouldn’t that be up to PostNord to refund the custom charge as it’s them charging it on behalf of their government, and it’s them who has lost the order?.
This isn’t through Amazon incidentally, but I know there are a lot of experienced folk here with a better understanding of international postings outwith Amazon too hence the reason I’m asking.
Thanks in advance
0 replies
Seller_7VbclcPFFRTnc
I would say that as this is amazon, and by amazon rules the buyer should not have paid any customs fees in the first place , you need to refund the buyer and try and take it up with the courier directly
However, I think you can only refund up to an extra £16 as a concession ?!
Edit sorry just seen its not an amazon order so scrap that lol - long day 
