Customer refused to pay import taxes. Help
Hello! I am a new seller based in the UK. Recently I have sold two items that I shipped to France. Customers refused to pay import taxes and cancelled orders. This means I have lost my posting money. Shell I still make a full refund? On my side I did everything right. Customers said they weren’t aware of additional costs…is like they weren’t aware of Brexit.
How will I turn off all the international sale on my account?
Please advise 
4 replies
Seller_7VbclcPFFRTnc
Policy on Amazon is that no buyer should have to pay anything extra when buying here
Its a legal requirement if they purchased of .fr site and amazon policy if they purchased off uk site
therefore you should have sent the item with the Delivery Duty Paid
Seller_7VbclcPFFRTnc
go to
settings - shipping setting and untick international shipping on all your templates - this stops non UK buyers buying off UK site
go to settings - account info - going on holidays and make all but UK inactive - this stops your listings on non UK sites
Seller_TvCP7Ng3EY5jq
Sorry, but in line with Amazon rules you didn’t do everything right. You should have been aware of the specific Amazon rules for selling to EU. It is your responsibility to pay the duties and taxes, so your shipping fee needs to include this.
Refer to the Amazon page “Prepare your Amazon Business for Brexit” where the below is stated. It makes no distinction between orders placed on other EU markets or UK, it is the same, no duty or tax should be placed on the customer to pay/sort out.
NOTE: Amazon have been very careful NOT to say “home” market in this instance but rather chosen Amazon Store ; you should ensure your product pricing is also inclusive of all taxes (including any VAT). You should look to use a Delivery Duty Paid (DDP) Service."
Brexit Implications for MFN
• Seller-fulfilled orders (where the Selling Partner is using a 3rd party carrier) can continue to be fulfilled across the UK-EU border. It will be the Selling Partner’s responsibility to ensure all duties and tariffs are paid prior to delivery to the customer.
• If you are selling from UK or EU, to fulfil orders across the UK-EU border, please review the information outlined in the Preparing For Brexit section to understand what you will need to prepare.
You should speak to your carrier to determine how they can support you in moving goods across the UK-EU border from January 1, 2021.
MFN Requirements
Should the UK and EU fail to agree a deal, goods traded between the UK and the EU after December 31,
2020 will be subject to the same requirements as third country goods, including the payment of duty.
Customers expect products to be listed in the local currency of their chosen Amazon Store; you should
ensure your product pricing is also inclusive of all taxes (including any VAT). You should look to use a
Delivery Duty Paid (DDP) Service.
Many carriers offer Delivery Duty Paid (DDP) shipping methods that ensure all duties are paid in advance
of the customer receiving the item. You should discuss with your carrier how duties and taxes are paid and choose shipping methods that avoid exposing customers to such charges and delays.
Please note: having customers pay duties is in violation of the Amazon Marketplace policies and can lead to the suspension of your seller account. Contact your carrier to discuss your options regarding the payment of duties.
