I was charged even though I was right in the case!

[#1]

first of all hello, I sent the product to my customer and they tried to reach my customer but no one was at the address, then I got an email from the shipping company for the customer's phone and email, then I wrote to my customer and gave it to the shipping company, then they went to the address to re-deliver and asked for customs fees and in the etsy rules (the seller is not responsible for customs fees), but my customer does not want to pay, then he files a lawsuit and the mediator says that he can give my customer a credit of up to $ 100, my customer does not accept it and they refund 333 dollars from me, how can this happen even though I have ups confirmed tracking number?

[PristinityJewelry]

UPS charges an INORDINATE amount of fees itself, to collect and process customs fees, and "escort" a package through customs.  Next time,  would be wise to notify the customer of this prior to shipping.

[turkishwomenshoes]

Since I work with shipentegra, I deliver the cargo to them and they distribute it to ups or fedex, I do not work directly with ups.

[VogueVixens]

@turkishwomenshoes Can you choose which company Shipentengra uses to ship your orders?

Fedex also charges extra fees, but in my limited experience in Canada, UPS's fees are higher. 

[LastCentury]

We can only hope that the parcel is on its way back to you. AND if not, @turkishwomenshoes you should arrange that immediately with UPS so the buyer does not have a chance to go and pick up the parcel and just pay the customs/brokerage fees and get a real deal.

You will likely have to pay return shipping but at least you will have your merchandise back.

It does sound like etsy tried to appease the buyer with a $100 credit, and most likely from their own pocket, not the seller's.

We have heard of other scenarios like this.

good luck.

[VogueVixens]

@turkishwomenshoes You should contact UPS to have them ship the parcel back to you. As the shipper, you are UPS's customer. They will make you pay return shopping costs, but I assume that your shoes are worth more than the return shipping cost, that you want the shoes back.

[VogueVixens]

In future, take time to communicate with Buyers BEFORE you ship, so that you can warn them that there will be taxes, duty and fees charged on their order. Be sure they understand and agree to pay these this, or cancel the order.

There are online tools and websites you can find and use so that you can estimate whar the customer will be charged. Also if you are planning to continue to use UPS, talk to them, or look at their website to see about the Extra fees they charge for doing the customs brokering paperwork.

[turkishwomenshoes]

it's easy to get a refund from the US, but in some European countries they charge exorbitant prices for a refund

[VogueVixens]

@turkishwomenshoes I don't understand what you are talking about when you write "refund", because it does not relate at all to what I wrote.

Because I was specifically talking about;

1. Getting UPS to RETURN the parcel to you. Yes, since it's international shipping, it will be expensive...that is always the case for international shipping.

2. In future YOU need to research what the possible charges will be for your customer and communicate with them, BEFORE shipping. Better to cancel an order than have this situation occur again.