Customs Fees for a returned package (nightmare)

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O

opensesame

OpenSesame
O.G.
Feb 20, 2012
367
810
#1
Hi ladies and gents,

I need help regarding a customs fee billed to me by USPS. I ordered boots from ssense.com ($800+) that was left outside of my house (I had no chance to reject the package or to pay the fees upfront.) The boots didn’t fit me, so I returned the package asap back to ssense; ssense refunded me promptly.

Weeks go by and I receive a letter from USPS to collect customs fees. I tried calling the local customer service number (760)806-3866 written on the letter and that by itself was exhausting. I was never able to reach them after multiple tries on multiple days. I had to dial some random options just to reach an agent, who happened to be nice enough to connect me to the person who is supervising. Now this supervisor told me to call the customs office and figure out the situation. I am on the waiting line for customs office line for the past 1/2 hour. Meanwhile, she will “call and email someone,” and will get back to me in unknown timeframe. It could take weeks, months, she doesn’t know, and she told me I still need to pay USPS anyway because they need to collect the fees, for an item that I neither own or accepted.

The whole situation is cumbersome. By reaching out to USPS (took days btw), I resolved nothing. Now, I can finally see the inefficiency of USPS. Ssense was gracious to offer me site credit in case I need to pay USPS. But I hope I can resolve the issue with the customs!
 
#2
opensesame said:
Hi ladies and gents,

I need help regarding a customs fee billed to me by USPS. I ordered boots from ssense.com ($800+) that was left outside of my house (I had no chance to reject the package or to pay the fees upfront.) The boots didn’t fit me, so I returned the package asap back to ssense; ssense refunded me promptly.

Weeks go by and I receive a letter from USPS to collect customs fees. I tried calling the local customer service number (760)806-3866 written on the letter and that by itself was exhausting. I was never able to reach them after multiple tries on multiple days. I had to dial some random options just to reach an agent, who happened to be nice enough to connect me to the person who is supervising. Now this supervisor told me to call the customs office and figure out the situation. I am on the waiting line for customs office line for the past 1/2 hour. Meanwhile, she will “call and email someone,” and will get back to me in unknown timeframe. It could take weeks, months, she doesn’t know, and she told me I still need to pay USPS anyway because they need to collect the fees, for an item that I neither own or accepted.

The whole situation is cumbersome. By reaching out to USPS (took days btw), I resolved nothing. Now, I can finally see the inefficiency of USPS. Ssense was gracious to offer me site credit in case I need to pay USPS. But I hope I can resolve the issue with the customs!
Click to expand...

Any time you need to claim a refund on duties the process is always long and incredibly annoying. However there is light at the end of the tunnel so you just need to remain patient.

Most of the time I don’t bother because it is a huge headache though.:lol:
 
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#3
Christofle said:
Any time you need to claim a refund on duties the process is always long and incredibly annoying. However there is light at the end of the tunnel so you just need to remain patient.

Most of the time I don’t bother because it is a huge headache though.:lol:
Click to expand...

Thank you! I still haven’t solved this problem. I hope in near future, I wouldn’t have to fret over losing $200...
 
#4
Same thing happens here.
It’s not USPSs fault, they are brokering the fee that your government is charging. They’ve been charged by your country’s customs, and paid it in your behalf. If you return the item, you need to go through your country’s customs office with proof it was returned for a refund. The shipper at that point has nothing to do with it.
Wether USPS, FedEx, UPs, whatever, that’s just the way customs is handled.
 
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#5
lolakitten said:
Same thing happens here.
It’s not USPSs fault, they are brokering the fee that your government is charging. They’ve been charged by your country’s customs, and paid it in your behalf. If you return the item, you need to go through your country’s customs office with proof it was returned for a refund. The shipper at that point has nothing to do with it.
Wether USPS, FedEx, UPs, whatever, that’s just the way customs is handled.
Click to expand...

I’ve reached out to the customs but I am unsure how to convey my situation. I was referred to the duty drawback office but I am not asking for a refund since I haven’t paid yet. I just want my debt/charge nullified. Thanks for letting me know that it’s the customs office that I need to contact and not the carrier. I hope to clear this situation soon.
 
#6
opensesame said:
I’ve reached out to the customs but I am unsure how to convey my situation. I was referred to the duty drawback office but I am not asking for a refund since I haven’t paid yet. I just want my debt/charge nullified. Thanks for letting me know that it’s the customs office that I need to contact and not the carrier. I hope to clear this situation soon.
Click to expand...

You may not have paid yet but USPS has paid on your behalf. You’ll have to pay USPS then get a refund from your government for the customs portion of it after the fact.
They can’t just nullify it because it’s not the shipper charging you, the government is charging the shipper. The shipper is just collecting from you what they paid for you (plus a small fee usually).

The process at this point is pay your shipper and get your refund (of the actualtax/excise portion) from your customs department of your government.
 
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#7
lolakitten said:
You may not have paid yet but USPS has paid on your behalf. You’ll have to pay USPS then get a refund from your government for the customs portion of it after the fact.
They can’t just nullify it because it’s not the shipper charging you, the government is charging the shipper. The shipper is just collecting from you what they paid for you (plus a small fee usually).

The process at this point is pay your shipper and get your refund (of the actualtax/excise portion) from your customs department of your government.
Click to expand...

I understand what you are saying. I want the customs to refund USPS, thereby nullifying my debt to USPS. Is this even possible? I just sent the documents to the customs drawback office, but have no idea if they are able to do that due to bureaucratic system. I wish a better system could be implemented so simplify this matter; it‘s totally possible considering how well everything is documented and tracked electronically these days.
 
#8
opensesame said:
Thank you! I still haven’t solved this problem. I hope in near future, I wouldn’t have to fret over losing $200...
Click to expand...
opensesame said:
I understand what you are saying. I want the customs to refund USPS, thereby nullifying my debt to USPS. Is this even possible? I just sent the documents to the customs drawback office, but have no idea if they are able to do that due to bureaucratic system. I wish a better system could be implemented so simplify this matter; it‘s totally possible considering how well everything is documented and tracked electronically these days.
Click to expand...
I think Lolakitten is right in her assessment. The system is not so sophisticated as you might want it to be. It is not for customs and USPS to do that since you are the one who owes the debt to USPS which has paid off customs and from USPS perspective that is what it knows. At this point you should discharge your debt to USPS and then go after customs for a refund. I’m sorry to hear that you are fretting over $200 - you should be able to get it back but it might take some time and effort. Or you can get a credit for future use at ssense?
 
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#9
Suncatcher said:
I think Lolakitten is right in her assessment. The system is not so sophisticated as you might want it to be. It is not for customs and USPS to do that since you are the one who owes the debt to USPS which has paid off customs and from USPS perspective that is what it knows. At this point you should discharge your debt to USPS and then go after customs for a refund. I’m sorry to hear that you are fretting over $200 - you should be able to get it back but it might take some time and effort. Or you can get a credit for future use at ssense?
Click to expand...

Thanks for the advice. I’ve learned alot about courier custom relationships. I will probably settle with USPS and get credit from ssense. It’s just frustrating to pay for something I didn’t get and not have the option to reject the package. I hope USPS will consider updating their antiquated system.
 
#12
opensesame said:
I am attempting duty drawback. Not sure if I’d get a response though. I’d gladly pay import fees if I kept the item, but I didn’t, and I even attached proof of returns/refund. This system should be updated in this day and age.
Click to expand...

No government is ever concerned with making the returning of money more efficient. Just food for thought.
 
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