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@amber-eyed-girl wrote:

Yes, the VAT is a "reason" for refused parcels. Not hard really, is it, to check up on all the little taxes beforehand.

 

Humans...that's what I think in situations like that.

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Some time back I had a buyer in UK message to say her order had not been received - when I checked Tracking it was marked to be returned to Australia that very day.  Aust Post here were amazing & actually contacted Royal Mail ? and requested they hold for another day or two while I contacted the buyer to try and sort out and get her to collect.  When I sent the buyer all the Tracking info, silly lady actually sent me a photo of the VAT document and said she couldn't collect because I hadn't paid it !!!  I explained she had to pay, and next thing she opened a case for INR.  Of course I was on the phone to CS quick smart & suggested they go through our messages - needless to say, I won that case, but CS did recommend the policy should be included in every listing and that it was OK to copy the policy word for word.  It was promptly added to all my listing descriptions & touch wood, I haven't had a problem since.

And yes, the parcel was eventually RTS

Sorry digi, I know that doesn't help you, but may be some help for others reading the thread.

Best of luck with both your problems - as I said previously, I would persevere with Aust Post if you have the patience, I gave up - was over the anger and frustration after spending nearly an hour on 4 separate occasions on the phone - I'm sure that's exactly what they hope we'll do !