[redacted] [redacted] [redacted] *Hi ***,Hope you are doing well.My apologies for delay in responseI checked and found you have been refunded for both the above target ordersWe are not able to fulfill them due to heavy influx of ordersWe have sent you promo code that you can utilize to avail the offerOnce again my apologies for the experience you have had.As discussed please go ahead and reorder and will refund you shipping and handling charges for one order as service gesture.Feel free to write to me for any further assistance on this matter.ThanksRegards,Mohit M [redacted] Manager Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There are two issues:The bill on the order of goods I orderedBorderfree has said that they have to input the value of the amount of shipping on the commercial invoiceIf this is in fact true, then they willingly participated in advertising by claiming free shipping to international customersWe are very aware of the rules for importing goods into Norway which is why I (and many others) placed orders under this amountThere was no mention that they would report a much higher number on the customs form Target has sent me an invoice which clearly shows free shipping and a total well under the kr limit(See attached)I also know that several other shoppers from Norway have had similar problems and have been dealing with Borderfree for weeks now and many of them have gotten their fees refunded from Borderfree from the bills they paid for these invoicesI want my fees refunded as well The box of stuff I did not orderI'm glad that Borderfree agrees that this is a problem that I should not be responsible forSince this attempt to get this corrected has been going on for over a month, I have had to pay these two bills to [redacted] to avoid a negative effect on my credit ratingYou said that I should work with you to fix this, but I have no way to contact you other than through this replyThe contents of this box are not listed on the packing list and are of very little monetary value(diaper bin liners, breast milk storage bags, etc) Please help me to make this right, this has gone on too longI will not give up though, because it is the principle of itI refuse to be financially responsible for items I did not order In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] Dear [redacted] ,I apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the orders you have placed with usAs you are aware, when you select DDU [Deliver Duty Unpaid] you take responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightFreight for customs purposes does have a value and so if you had calculated the CIF value with no shipping value then this would have been incorrectAs customs do not recognise shipping as having a zero value, they do expect a value to be placed on the commercial invoices and we have to provide a commercial invoices that reflects the true shipping value for customs purposesFailure to do this can result in goods being held in customsIt is more than likely that the value of freight has taken the CIF value on your order above the minimum level where tax and duties are applied under CIFAs you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but we only offer free shippingWe do not offer any reduction on duties or VATIf you had paid DDP, we would have collected this money and paid it for you I’m sorry to say that as you selected DDU you become liable for the duties but these are only the duties you would have paid up front on DDPWhilst we cannot comment on what other people may or may not have receivedAnyone who has received a refund by us would have has been given so incorrectlyI am happy to answer any further queries you may have Best regards Mark H [redacted] Customer Care Manager
Revdex.com# [redacted] Order ref: [redacted] & [redacted] : [redacted] Dear [redacted] We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customsWhen you select DDU [deliver duty unpaid] you take responsibility for all the duties that are liable from your customsIn Norway customs will collect from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognize shipping as having zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged forWhen you pay DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties If require any further assistance from me I happy to offer more clarity on the matter at any timeBest regards Mark H [redacted] Customer Care Manager
Hi ***,Hope you are doing well.My apologies for delay in response to your complaint regarding tracking of your parcelAm working with our network team to track itIn the meanwhile I have refunded you in full on BorderfreeWe are experiencing backlog in our hub due to the overwhelming response on the promotional offers and we are experiencing delay in response due to high volume of calls and emails we are working on it and should get over by this weekend.Once again apologies for the poor experience you have had with usIf you need any further assistance on this matter you can write to us.ThanksRegards,Mohit M [redacted] Manager Customer CareGlobal Ecommerce
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
The customer has been contacted via phone and a refund has been processed for CAD Please allow 3-business days for the credit to post to the accountThank you
[redacted] Hi [redacted] , Hope you are doing well My apologies for delay in responseI checked and found out of orders that you have placed order # [redacted] is fulfilledAlso you have been refunded for both the above [redacted] ordersWe are not able to fulfill the other two ordersWe have sent you promo code that you can utilize to avail the offerOnce again my apologies for the experience you have hadFeel free to write to me for any further assistance on this matter Thanks Regards, Mohit M [redacted] Manager Customer Care Global Ecommerce
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I received an email last Thursday at 10am from Borderfree's Customer Care representative Mohit M [redacted] saying "I will get back to you with an update on the tracking details in next working hours." 48hrs have passed since I received the email and I haven't heard back from themI tried calling Borderfree Customer Care but there's no answer at allI've sent another email asking for an update with no response on their sideAs of today it's been days since I placed my order at [redacted] and the items haven't shipped Borderfree's HubOn my last email sent to CBI asked them how can I speak with someone at borderfree and their response was " *** [redacted] Maybe they should include that information on their website so people will be able to make a more informed decision before buying something at their online storeI appreciate your help sorting this out and hopefully borderfree can ship and provide a tracking number soon Sincerely, [redacted] ***
Hello [redacted] Hope you are doing well, This is with reference to your email to New York Revdex.com complaint # [redacted] Your orders were cancelled as we had backlog in our HUB due to overwhelming response of the offerI apologize for the inconvenience you have hadPlease place a new order on Target and Borderfree will refund you for shipping and handling charges one time as service gestureOnce again apologies for the poor experience you have hadOnce you place an order please email us and mention the reference # [redacted] I tried reach you on the nogiven however it went unaswered and I have left voicemail for you.For any further assistance you can write to me or on [redacted] Thanks Regards, Mohit M [redacted] Manager Customer Care Global Ecommerce
Hi ***,Apologies for the delay in responding to youWe have an update on your order [redacted] We apologize for the delay in the good reaching youThe goods arrived and were checked into our hub on **We have subsequently shipped the items in two parcels [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Mohit has credited all the shipping fees on **/09/of MXN + = MXN Again I’d like to apologize for the length of time taken to deliver your orderA long delivery time of 8-business days has been compounded by a large delay in our Chicago HubI will personally be looking after this parcel and I’d like to be your permanent point of contactKind regards Mark H [redacted] Customer Care Manager Dublin Ireland
Revdex.com#*** Order ref: Target : *** : *** Dear ** *** ***, We apologize for the delay in responding to you and that your orders were cancelled due to the unprecedented demandAs you are aware if items had not been received by the customer at the
time that we cancelled the promotion all line items were cancelledThese items are not now available under the free shipping program but we did offer each customer a code by email that gave them US$off their next order of a value over US$Please feel free to use this voucher code on your subsequent order with usBest regards Mark H*** Customer Care Manager
Revdex.com:At this time, I have not been contacted by Borderfree.com regarding complaint ID ***. However, *** intervened on my behalf and had a refund issued to me. I would still like an apology from Borderfree for the lack of customer service, and the failure of
their customer support team to have a manager contact me.Sincerely,*** ***
Revdex.com# ***Link to case Order ref : ***Dear ***, I apologize for the delay in responding to you but I’m here to address your issue with respect to the charges/duties that you have been invoiced forThe charges that *** are raising on the commercial invoices are in fact correct
but as we have recently emailed you explaining that we will refund you and of course we will indeed honour thisI’d like to clarify to you what has happened here so that you may understand the whole situation more clearlyWhen you select DDU [Deliver Duty Unpaid] you take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight on the invoice has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties As you have been advised that we will credit you we will indeed honour this but I wanted you to be aware that for any future purchases that DDU orders where the shipping is free will most probably generate a tax bill that you would be liable forBest regards Mark H*** Customer Care Manager
*** *** ** ***
*** Order ref n/aDear *** ***, We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the
orders you have placed with usWhen you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties I am happy to answer any further queries you may haveBest regards Mark H*** Customer Care Manager
Revdex.com#*** Link to case [BFR case number ***] *** Order ref *** *** *** *** * *** *** Dear *** ***, 1. Tax and duties I would like to clarify what I wrote in my previous emailShipping & Handling and tax & duties are total separate items of chargeBy choosing DDU it becomes the full responsibility for the buyer to completely understand the custom rulesWe don’t apply the rules but we have to follow them and provide commercial invoices of value of freightUnder our promotion we gave free shipping to our customers in Norway but we did not offer to pay the duties or taxes Under DDU this is the responsibility of the buyer and clarification can be sought from Norwegian customsTarget would have been correct in issuing you with a sales invoice reflecting your purchase valueThis would not be a valid customs document because by choosing DDU you have opted to take responsibility for all understanding and adhering to the import tax and duties in NorwayAs you said you are fully aware of the customs rules in Norway, then you will be aware that they collect taxes and duties under the term CIF which is the value of goods, insurance and freight You would therefore be aware that for customs purposes freight has a value irrespective of its invoice charge and by choosing DDU you have agreed that you understand thisWe cannot refund you for the correct application of tax and duties by Norwegian customsWhilst we don’t comment on what other customers may or may not have received back, anyone who received refunds or credits back would have been done so incorrectly2. Incorrect parcel and associated incorrect duties I completely agree that any parcel that you collected that was not for you, you would not be liable for any chargeI also understand that the contents do not reflect the packing listI still need the packing list as this is what the charges would have related toI presume that both the following orders were correct? Order ref *** *** *** *** * *** *** If you can photograph or copy to an email & forward to me any relevant paperwork and I will deal with accordinglyI would also need to see your receipt of payment of the dutiesI will email you from our customer service email address so we can work out a solution for youKind regards Mark H*** Customer Care Manager
Hi *** ***, Hope you are doing well, This is with reference to your email to New York Revdex.com complaint #***Your orders were cancelled as we had backlog in our HUB due to more than expected response of the offerI apologize for the inconvenience you have had
As discussed on the call please place a new order on Target and Borderfree will refund you for shipping and handling charges one time as service gesture Once again apologies for the poor experience you have hadOnce you place an order please email us and mention the reference # *** For any further assistance you can write to me as well Thanks, Thanks Regards, Mohit M*** Manager Customer Care Global Ecommerce
Revdex.com# *** Link to case *** Order ref : *** *** ***Dear ***, I apologize for the delay in responding to you but I’m here to address your issue with respect to the
charges/duties that you have been invoiced forThe costs and charges that *** are raising on the commercial invoices are in fact correct but as we have recently emailed you explaining that we will refund you and of course we will indeed honour thisI’d like to clarify to you what has happened here so that you may understand the whole situation more clearlyWhen you select DDU [Deliver Duty Unpaid] you take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight on the invoice has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWhilst we have provided free shipping we have not provided free taxes and duties and as such we have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties As you have been advised that we will credit you we will indeed honour this but I wanted you to be aware that for any future purchases that DDU orders where the shipping is free will most probably generate a tax bill that you would be liable forBest regards Mark H*** Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** ***
Revdex.com:At this time, I have not been contacted by Borderfree.com regarding complaint ID [redacted] .Sincerely, [redacted]
[redacted] [redacted] [redacted] *Hi ***,Hope you are doing well.My apologies for delay in responseI checked and found you have been refunded for both the above target ordersWe are not able to fulfill them due to heavy influx of ordersWe have sent you promo code that you can utilize to avail the offerOnce again my apologies for the experience you have had.As discussed please go ahead and reorder and will refund you shipping and handling charges for one order as service gesture.Feel free to write to me for any further assistance on this matter.ThanksRegards,Mohit M [redacted] Manager Customer Care
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: There are two issues:The bill on the order of goods I orderedBorderfree has said that they have to input the value of the amount of shipping on the commercial invoiceIf this is in fact true, then they willingly participated in advertising by claiming free shipping to international customersWe are very aware of the rules for importing goods into Norway which is why I (and many others) placed orders under this amountThere was no mention that they would report a much higher number on the customs form Target has sent me an invoice which clearly shows free shipping and a total well under the kr limit(See attached)I also know that several other shoppers from Norway have had similar problems and have been dealing with Borderfree for weeks now and many of them have gotten their fees refunded from Borderfree from the bills they paid for these invoicesI want my fees refunded as well The box of stuff I did not orderI'm glad that Borderfree agrees that this is a problem that I should not be responsible forSince this attempt to get this corrected has been going on for over a month, I have had to pay these two bills to [redacted] to avoid a negative effect on my credit ratingYou said that I should work with you to fix this, but I have no way to contact you other than through this replyThe contents of this box are not listed on the packing list and are of very little monetary value(diaper bin liners, breast milk storage bags, etc) Please help me to make this right, this has gone on too longI will not give up though, because it is the principle of itI refuse to be financially responsible for items I did not order In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] Dear [redacted] ,I apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the orders you have placed with usAs you are aware, when you select DDU [Deliver Duty Unpaid] you take responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightFreight for customs purposes does have a value and so if you had calculated the CIF value with no shipping value then this would have been incorrectAs customs do not recognise shipping as having a zero value, they do expect a value to be placed on the commercial invoices and we have to provide a commercial invoices that reflects the true shipping value for customs purposesFailure to do this can result in goods being held in customsIt is more than likely that the value of freight has taken the CIF value on your order above the minimum level where tax and duties are applied under CIFAs you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but we only offer free shippingWe do not offer any reduction on duties or VATIf you had paid DDP, we would have collected this money and paid it for you I’m sorry to say that as you selected DDU you become liable for the duties but these are only the duties you would have paid up front on DDPWhilst we cannot comment on what other people may or may not have receivedAnyone who has received a refund by us would have has been given so incorrectlyI am happy to answer any further queries you may have Best regards Mark H [redacted] Customer Care Manager
Revdex.com# [redacted] Order ref: [redacted] & [redacted] : [redacted] Dear [redacted] We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customsWhen you select DDU [deliver duty unpaid] you take responsibility for all the duties that are liable from your customsIn Norway customs will collect from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognize shipping as having zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged forWhen you pay DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties If require any further assistance from me I happy to offer more clarity on the matter at any timeBest regards Mark H [redacted] Customer Care Manager
Hi ***,Hope you are doing well.My apologies for delay in response to your complaint regarding tracking of your parcelAm working with our network team to track itIn the meanwhile I have refunded you in full on BorderfreeWe are experiencing backlog in our hub due to the overwhelming response on the promotional offers and we are experiencing delay in response due to high volume of calls and emails we are working on it and should get over by this weekend.Once again apologies for the poor experience you have had with usIf you need any further assistance on this matter you can write to us.ThanksRegards,Mohit M [redacted] Manager Customer CareGlobal Ecommerce
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter has been resolved Sincerely, [redacted] ***
The customer has been contacted via phone and a refund has been processed for CAD Please allow 3-business days for the credit to post to the accountThank you
[redacted] Hi [redacted] , Hope you are doing well My apologies for delay in responseI checked and found out of orders that you have placed order # [redacted] is fulfilledAlso you have been refunded for both the above [redacted] ordersWe are not able to fulfill the other two ordersWe have sent you promo code that you can utilize to avail the offerOnce again my apologies for the experience you have hadFeel free to write to me for any further assistance on this matter Thanks Regards, Mohit M [redacted] Manager Customer Care Global Ecommerce
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I received an email last Thursday at 10am from Borderfree's Customer Care representative Mohit M [redacted] saying "I will get back to you with an update on the tracking details in next working hours." 48hrs have passed since I received the email and I haven't heard back from themI tried calling Borderfree Customer Care but there's no answer at allI've sent another email asking for an update with no response on their sideAs of today it's been days since I placed my order at [redacted] and the items haven't shipped Borderfree's HubOn my last email sent to CBI asked them how can I speak with someone at borderfree and their response was " *** [redacted] Maybe they should include that information on their website so people will be able to make a more informed decision before buying something at their online storeI appreciate your help sorting this out and hopefully borderfree can ship and provide a tracking number soon Sincerely, [redacted] ***
Hello [redacted] Hope you are doing well, This is with reference to your email to New York Revdex.com complaint # [redacted] Your orders were cancelled as we had backlog in our HUB due to overwhelming response of the offerI apologize for the inconvenience you have hadPlease place a new order on Target and Borderfree will refund you for shipping and handling charges one time as service gestureOnce again apologies for the poor experience you have hadOnce you place an order please email us and mention the reference # [redacted] I tried reach you on the nogiven however it went unaswered and I have left voicemail for you.For any further assistance you can write to me or on [redacted] Thanks Regards, Mohit M [redacted] Manager Customer Care Global Ecommerce
Hi ***,Apologies for the delay in responding to youWe have an update on your order [redacted] We apologize for the delay in the good reaching youThe goods arrived and were checked into our hub on **We have subsequently shipped the items in two parcels [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Mohit has credited all the shipping fees on **/09/of MXN + = MXN Again I’d like to apologize for the length of time taken to deliver your orderA long delivery time of 8-business days has been compounded by a large delay in our Chicago HubI will personally be looking after this parcel and I’d like to be your permanent point of contactKind regards Mark H [redacted] Customer Care Manager Dublin Ireland
Revdex.com#*** Order ref: Target : *** : *** Dear ** *** ***, We apologize for the delay in responding to you and that your orders were cancelled due to the unprecedented demandAs you are aware if items had not been received by the customer at the
time that we cancelled the promotion all line items were cancelledThese items are not now available under the free shipping program but we did offer each customer a code by email that gave them US$off their next order of a value over US$Please feel free to use this voucher code on your subsequent order with usBest regards Mark H*** Customer Care Manager
Revdex.com:At this time, I have not been contacted by Borderfree.com regarding complaint ID ***. However, *** intervened on my behalf and had a refund issued to me. I would still like an apology from Borderfree for the lack of customer service, and the failure of
their customer support team to have a manager contact me.Sincerely,*** ***
Revdex.com# ***Link to case Order ref : ***Dear ***, I apologize for the delay in responding to you but I’m here to address your issue with respect to the charges/duties that you have been invoiced forThe charges that *** are raising on the commercial invoices are in fact correct
but as we have recently emailed you explaining that we will refund you and of course we will indeed honour thisI’d like to clarify to you what has happened here so that you may understand the whole situation more clearlyWhen you select DDU [Deliver Duty Unpaid] you take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight on the invoice has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties As you have been advised that we will credit you we will indeed honour this but I wanted you to be aware that for any future purchases that DDU orders where the shipping is free will most probably generate a tax bill that you would be liable forBest regards Mark H*** Customer Care Manager
*** *** ** ***
*** Order ref n/aDear *** ***, We apologize for the delay in responding to you but I’m here to address your issue with respect to the duties that you have been charged by your customs and the
orders you have placed with usWhen you select DDU [Deliver Duty Unpaid] you therefore take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWe have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have correctly been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties I am happy to answer any further queries you may haveBest regards Mark H*** Customer Care Manager
Revdex.com#*** Link to case [BFR case number ***] *** Order ref *** *** *** *** * *** *** Dear *** ***, 1. Tax and duties I would like to clarify what I wrote in my previous emailShipping & Handling and tax & duties are total separate items of chargeBy choosing DDU it becomes the full responsibility for the buyer to completely understand the custom rulesWe don’t apply the rules but we have to follow them and provide commercial invoices of value of freightUnder our promotion we gave free shipping to our customers in Norway but we did not offer to pay the duties or taxes Under DDU this is the responsibility of the buyer and clarification can be sought from Norwegian customsTarget would have been correct in issuing you with a sales invoice reflecting your purchase valueThis would not be a valid customs document because by choosing DDU you have opted to take responsibility for all understanding and adhering to the import tax and duties in NorwayAs you said you are fully aware of the customs rules in Norway, then you will be aware that they collect taxes and duties under the term CIF which is the value of goods, insurance and freight You would therefore be aware that for customs purposes freight has a value irrespective of its invoice charge and by choosing DDU you have agreed that you understand thisWe cannot refund you for the correct application of tax and duties by Norwegian customsWhilst we don’t comment on what other customers may or may not have received back, anyone who received refunds or credits back would have been done so incorrectly2. Incorrect parcel and associated incorrect duties I completely agree that any parcel that you collected that was not for you, you would not be liable for any chargeI also understand that the contents do not reflect the packing listI still need the packing list as this is what the charges would have related toI presume that both the following orders were correct? Order ref *** *** *** *** * *** *** If you can photograph or copy to an email & forward to me any relevant paperwork and I will deal with accordinglyI would also need to see your receipt of payment of the dutiesI will email you from our customer service email address so we can work out a solution for youKind regards Mark H*** Customer Care Manager
Hi *** ***, Hope you are doing well, This is with reference to your email to New York Revdex.com complaint #***Your orders were cancelled as we had backlog in our HUB due to more than expected response of the offerI apologize for the inconvenience you have had
As discussed on the call please place a new order on Target and Borderfree will refund you for shipping and handling charges one time as service gesture Once again apologies for the poor experience you have hadOnce you place an order please email us and mention the reference # *** For any further assistance you can write to me as well Thanks, Thanks Regards, Mohit M*** Manager Customer Care Global Ecommerce
Revdex.com# *** Link to case *** Order ref : *** *** ***Dear ***, I apologize for the delay in responding to you but I’m here to address your issue with respect to the
charges/duties that you have been invoiced forThe costs and charges that *** are raising on the commercial invoices are in fact correct but as we have recently emailed you explaining that we will refund you and of course we will indeed honour thisI’d like to clarify to you what has happened here so that you may understand the whole situation more clearlyWhen you select DDU [Deliver Duty Unpaid] you take full responsibility for understanding the import regulations and hence the liability of all the tax and duties that are leviedIf you select DDP [Deliver Duty Paid ] we do all this for youIn Norway the customs will collect tax and duties above a certain level [a deminmus] from duties under an incoterm called CIFThis is the value of goods, insurance and freightIt is more than likely that the value of freight on the invoice has taken you above the minimum level where tax and duties are applied under CIF and as you purchased under DDU you are liable for themIt is correct that you received your items under the free shipping promotion but customs will not recognise shipping as having a zero valueWhilst we have provided free shipping we have not provided free taxes and duties and as such we have to provide a commercial invoice that shows the true shipping value for customs purposes and this is the duty that you have been charged forIf you had paid DDP, we would have collected this money and paid it for youAs you selected DDU you become liable for the duties As you have been advised that we will credit you we will indeed honour this but I wanted you to be aware that for any future purchases that DDU orders where the shipping is free will most probably generate a tax bill that you would be liable forBest regards Mark H*** Customer Care Manager
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** *** ***