I wasn’t going to respond and then I remembered I have a WordPress site
Here’s the review:
Here’s what happened. A customer in the UK ordered a pair of $22 earrings with express shipping. I shipped it out the same day I received the order. The customer refused to pay his customs fee. He opened a case against me. It’s not even about the money, it’s only a total of $34.83. It’s the principal of the thing. I’m always willing to work with customers if they are polite and until everyone is happy. This just felt like a scam to either get the money back from me and then pay the customs fee and pick up the package, or the customer really thought he could intimidate me into paying for his ignorance of custom fees. Really, how could you live in the UK and NOT know there are custom fees, or even think they are included in the shipping fees?
If he had just asked me nicely I might have refunded the $22 for the cost of the earrings instead of waiting for the USPS to return it. He didn’t. He chose to attack me by opening a case against me. If he had even bothered to find out what his customs fees were, I might have offered him a discount on his next order. He actually escalated the case for review on November 6th, and I am grateful that he did, because it was resolved quickly.
So, a big THANK YOU to Etsy for resolving the case quickly, and standing by the policy.
I’ll still refund his $22 when the USPS finally returns the package, because I’m an honest reputable businesswoman. However, I will not cave to threats and intimidation. As of today, the package is still being held for fees. I’m sure the USPS will eventually return it to me…
Here is an edited version of what happened. I left out the customers name and address, along with any other names:
“Etsy resolved the case in my favor because Sellers are not responsible for customs fees.
THE CASE WAS OPENED AGAINST ME ON OCTOBER 24, 2017
An item did not arrive.
The case was resolved on November 7, 2017.
The case was closed by Etsy Trust and Safety.
The item cost £17.34 and the customer paid £10.11 For UPS First Class International Package Service. The customer erroneously presumed that this would cover any custom fees.
I sent this letter to the customer:
Who pays for customs fees?
Generally, buyers pay the additional costs such as duties, taxes, and customs clearance fees. Import charges can vary widely but are most commonly based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country.
Most sellers on Etsy are unable to predict which of these fees, if any, will be applied, and Etsy does not expect sellers to calculate or collect these fees or taxes.
http://www.etsy.com/help/article/5023?ref=help_search_result#Q2
I wish I could help, but I cannot afford to pay custom fees into other countries.
Sincerely yours,
Laura Wilson
Laura Wilson from LauraWilsonGalleryNovember 3, 2017
The customer refuses to pay his custom fees and pick up his package.
I have contacted Etsy help to resolve this problem.
Laura Wilson from LauraWilsonGalleryNovember 3, 2017
I’m happy to ship anywhere in the World, though I am not responsible for VAT or other import taxes and fees you may incur via your local customs office.
You will likely be required to pay this upon receipt of your package. This hefty tax is imposed by your government. I have absolutely nothing to do with it, nor am I responsible for paying it. I am also not able to mark your item as “gift” or mark it at a lower value, as that would be considered fraud. Please take this into consideration when making your purchase.
Laura Wilson from LauraWilsonGalleryNovember 4, 2017
According to my research this case against me is an invalid claim because it is a shipping problem.
Ineligible transactions
Some transactions on Etsy will not qualify for the case system. Some may violate Etsy’s policies. Others may not be covered by Etsy’s case system. Some examples:
• Items that are purchased in person
• Intangible items, including services
• Prohibited items on Etsy
• Transactions where payment is not made via Etsy’s checkout system
• Items that are returned without a return agreement
• Items that have been used, worn or washed after receiving
• Physical or tangible items that are not available for return
• Items that are received after the agreed-upon delivery date due to shipping delays
• Cost of shipping disputes
https://www.etsy.com/help/article/364?ref=help_search_result
Laura Wilson from LauraWilsonGalleryNovember 4, 2017
Still waiting for the customer to pay the custom fees and close the case.
Package is still in UK.
November 6, 2017
Laura Wilson from LauraWilsonGalleryNovember 6, 2017
My shipping policy is listed right on my front page stating that custom fees are paid by the customer and that I am not responsible.
ATTENTION:
BUYERS pay the additional costs such as duties, taxes, and customs clearance fees.
More info here:
https://www.etsy.com/help/article/5023
I’m happy to ship anywhere in the World, though I am not responsible for VAT or other import taxes and fees you may incur via your local customs office.
You will likely be required to pay this upon receipt of your package.
I believe this is an invalid claim against my business.
I shipped in good faith the same day I received the order.
Hoping this can be resolved quickly.
Laura
November 7, 2017
Admin
November 7, 2017
From Etsy’s Dispute Resolution team.
Non-delivery can only occur when a seller receives payment and fails to ship the buyer’s items. After reviewing this case, it seems that this purchase has, in fact, been shipped by the seller. Etsy is unable to hold sellers responsible for items lost or delayed in the mail, as long as they have shipped the item to the address on the Etsy transaction receipt. For this reason, we must close this case.”
Magnetic Earrings & Other Wonderful Things 