Customs help
I’m having to resend a print to a customer in Australia. The original order arrived damaged (just a slight scuff on the print due to a flaw in the paper I think) and I’m sending a replacement.
The original went ParcelForce Tracked. This time I’m sending RM Tracked (in a tube) to keep the costs down.
But I don’t know what to do about the customs fees. They will have been paid (not an Amz order) on the first delivery. And GST tax was collected. So although I’ve got the original invoice/receipt on the outside, along with a short note - replacement for damaged order - I’m not sure if I should put a value in or not? Don’t want them getting charged twice. Any advice for when sending replacements (outside IOSS) overseas? Thanks
0 replies
Seller_qZO3ZCjoBXEeL
It is always problematic. The best you can do is to include as much descriptive information as possible along with the parcel. We mark it clearly as replacement for item shipped xx/xx/xx AWB/Tracking no. damaged in transit. (edit: this will be faulty goods in your case I suppose)
At the end of the day it is down to the customs agent to make a determination. Mark up the invoice as a replacement (by hand if required). Also advise the customer to challenge any request for payment stating that it is a replacement for an item damaged in transit.
Seller_ZjZ4slOF0jHpk
Yeh, I put the value on as legally you have to. Plus a note and marked as Other: Replacement with a window envelope with details, the GST already paid, the customer’s email, my email/tel, a copy of the original order, tracking details for 1st order and the marketplace ARN. Can’t really do much more than that.
