My customer refused the parcel because of the fees. What now?
A refused parcel usually comes back to you, sometimes with a return charge, or is abandoned. Here is what happens next, what to tell the customer, and how to stop it happening again.
By the Othermile team
Short answer: when a customer refuses to pay the duty, tax or fees at the door, the carrier usually sends the parcel back to you, sometimes charging return shipping, or treats it as abandoned. Either way you have lost the sale and paid the shipping. The fix is to make sure nobody is surprised at the door.
What happens to the parcel
It depends on the carrier and your account:
- Returned to you, often with return shipping charged to your account.
- Abandoned, when returning it costs more than it is worth. Some carriers dispose of it.
- Held for a while at a depot so the customer can change their mind and pay.
Ask your carrier what your account does with refused parcels, and what it charges.
What to tell the customer
Be kind and specific: the charge was duty, sales tax and the carrier's own fee for clearing customs, not a charge from your store. If you want to keep the customer, offer to reship with the charges paid up front, or refund once the parcel is back.
How to stop it happening again
- Show the cost before checkout. A line on the product or cart page with what a customer may pay at the door.
- Charge it at checkout. Collect the duty and tax with the order and ship duty paid.
- Choose the cheaper route. For Canada, courier is often cheaper than mail on orders under C$150, because of the higher limits.
- Check orders before they ship. Othermile flags orders with a big door charge and holds them for your OK, so you can switch the route first.
Check your own numbers
- One parcel: the free border fee checker.
- Your store's last 90 days: the free border cost audit, which reads your orders export in your browser.
- Every order, before it ships: Othermile checks each one against your limits and holds the costly ones for your OK.
These are estimates from the official rules, not customs advice.
This guide explains public rules in plain language for general information. It is not customs, tax or legal advice; the exact tariff code, your paperwork and the carrier decide the final amount.
See what your own orders cost at the border.
Start freeOr try the free checker, or get an email when the rules change
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