Refund due to customs?

[Whatamuckykitchen]

Hello, I sold some hand made items at a slightly discounted price for £150 to a loyal customer. For some reason this year, they won’t go through customs (to Ireland) I’ve tried 4 times and so far it’s cost in money, £50.
the buyer is rightly fed up and wants a full refund - my instinct is of course to refund in full, but I am a bit fed up with time / materials etc. cost.
should I take some money off the refund?
or refund in full?
wwyd?!

Refund in full, it's not the customers problem

Of course you need to refund in full - the customer hasn't received what they paid for.

thanks, thats what i thought. Ill do that - then shall i try posting it again - as well? Its about £11 post. Its personalised so its no use to me. Thank you!

You need to find out why it's not getting through customs or what's the point of keeping trying to send it?

Refund in full, it's not the customer fault.

You need to work out why it's not getting through customs. Lots of retailers being having this issue recently due to Brexit.

Why is it being rejected from customs?

You'll need to figure that out or you're going to massively cut your potential audience down.

Are you following the customs requirements for UK to Ireland? They're described halfway down this page: https://www.packsend.co.uk/shipping-to-ireland/

If it costs £11 to send how are you £50 down in costs incurred?

Well, she’s tried four times. That’s £44. Perhaps the other £6 is the packaging etc. Or petrol to take it the post office four times.

Perhaps you should learn about your legal obligations as a seller before you continue to do business

Yes but also, who sends something out four times without finding out why it isn't being accepted at customs?! At £11 a pop?!

I mean, not going to disagree! Don’t they say that’s the definition of madness, repeating the same mistake and expecting a different outcome?

I know! I just feel mean that they didn’t receive it. It’s cost me a lot anyway, so I may as well try and get it to them. I’m not sure this is the most business minded mentality.

Until you know the issue at customs then you're just wasting your money.

Refund the customer in full, then do some research so this doesn't keep happening.

Sending something three extra times without finding out why it was rejected is most certainly not business minded!!

Of course not. Once you've refunded (that's purchase price and postage) you don't then owe the customer anything.

You should check though, before refunding, what is the reason for it not getting through customs? Is it because there's an import fee to pay and the customer isn't paying it? Because that's not your problem, if so.

In that case the buyer either pays the fees or customs do whatever it is to items that aren't paid for, and you keep the purchase price and postage cost etc that the customer paid you for the items.

Why don't you refund then advertise locally - even personalised there may be someone who wants it for a relative or friend? How is it personalised? There are very few entirely unique names.

Thanks everyone! Virtually impossible to chat to anyone in customs. May be because it’s got teeny bits of metal in it?
it’s letters, written and illustrated to order. It’s a shame, because she is a lovely client, and is rightly fed up.
I’ll refund, and give it one last post - an excuse not to buy a bottle of wine!

You don't need to speak to someone. You need to check that it contains nothing that isn't allowed, you need to check it's packaged appropriately, that it's got the right description and hs code and you need to check with the customer what exactly if any message they got eg fees to pay.

If you do all that and you've still no clue they have an email address you can use.

Don’t keep sending it the same way

how have you packaged it?
what have you put on the customs paperwork?
does the post office have any ideas why this is happening?

The Royal Mail seem to have a good amount of information on their website: https://personal.help.royalmail.com/app/answers/detail/a_id/106 It looks as if you need to complete a CN22 customs form, as well as a valid HS tariff code and it says "it is recommended that you attach a commercial invoice to the outside, as it will assist Customs in processing the items."

There's also some info on the Irish Revenue website: https://www.revenue.ie/en/customs/businesses/brexit/info-businesses/vat-gb-after-transition/importing-from-great-britain.aspx

"Distance selling of goods from businesses in GB to private consumers in Ireland is very common. Many GB-based companies are registered in Ireland and obliged to charge Irish VAT as a result of exceeding the distance selling threshold.
These companies:

• have an obligation to register and pay Irish VAT on their supplies to Irish customers
• and
• should complete the necessary import declarations in respect of goods which they import into Ireland."

i'm assuming you aren't selling enough into Ireland to exceed the distance selling threshold but it's your responsibility to ensure that you're set up appropriately to sell to customers outside the UK. You need to decide if you do enough business for it to be worth the extreme cost and hassle Brexit has caused, or if you should only sell within the UK.

Why would you send it a fifth time when the first four times have all ended up with the item returned?

Thanks everyone! This is my new side hustle, so I’m learning and making lots of mistakes as I learn. Obviously need to stop being over flattered that someone wants my work and be more like a plumber or electrician!

I live in Ireland and if someone posts something to me from the UK it gets held at Irish customs and I receive usually several letters reminding me to pay my customs charge before they will release it. Have you asked he if she has received the letter from An Post?

And are you 100% certain it hasn't been delivered?

@ciaopizza I think the item keeps being returned to OP, so she has it again at the moment.

@Whatamuckykitchen for a side hustle I think I would limit your sales to just the UK for now.