Why was my customer charged duties on a DDP shipment?

If a package is shipped with Passport's DDP (Delivered Duty Paid) service level, all duties and taxes should already be pre-paid. However, if duties and taxes are requested on a DDP shipment, there are two possible scenarios that may have occurred:

1. Fraudulent Requests by Third Parties

• Fraudulent Attempts: There have been cases of fraudulent requests to collect duties and taxes via text message or email. These requests often come from email addresses that look similar to legitimate carriers.
  
  
• Customer Awareness: Customers should always be cautious of any requests for payments via text message or email and verify the authenticity of such requests.

2. Incorrect Service Level Shipment

• Service Level Mistake: Although rare, mistakes can occur in the service level translation from Passport to the last mile carrier. If a package is shipped DDP but an actual customs authority asks for additional duties and taxes, please notify our partner support team immediately.
  
  
• Facilitating Clearance: We will help facilitate the clearance without billing the customer directly.

Handling Duplicate Payments

• Customer Payment: If a customer pays the duties and taxes on a DDP shipment separately from the cart checkout flow, notify our partner support team.
  
  
• Invoice Adjustment: Brands should hold the original payment from the checkout flow until your Passport invoice is processed. Once we know the duplicate payment, we will remove that line item from the invoice, and you will not be charged.
  
  
• Refund to Customer: You can then refund the duty and tax amount directly to the customer.