ups numpties

Autumn2021

Posted  something overseas ( have online business) to a customer, using aforementioned business. The order was not collected and so  began its journey back to me undelivered. 
I started getting countless phone calls from unknown numbers, one afternoon I counted 4 voicemails messages. The messages where left by people with strong  accents, that I couldn't really decipher. '  phone blah blah ....about charlie, echo, 1223393484, tango, foxtroy 7778283293, tango, foxtrot, alpha, bravo, delta 999387327937897 etc. etc.' 

When I figured out that the mystery phone calls were from UPS I contacted them to query the problem. They were chasing me for import duties, this resulted in a number of futile attempts of my part to query the charges and explain that I have not bought anything so don't owe any import duties, the order is be returned undelivered.  Phone calls went along the lines of UPS Customs and excise don't deal with this, you need billing and accounts, billing and accounts don't deal with this you need customs and import. After losing the will to live, I decided to email them. 

Meanwhile contacted HMRC to double check I wasn't due to pay any import duties, which they confirmed. 

Emailed UPS explaining this situation, still awaiting a response. 1 week later. 

Then I got an attempted delivery from UPS telling me I had to pay import duties x 3 delivery attempts. 

Tried phoning again, to be met with above.

They then phoned me asking me for email address so they can send customs information.  Provided email address which then started a chain of emails with me explaining THAT I DO NOT OWE ANY IMPORT TAXES, EXPLAIN WHAT THESE CHARGES ARE OR GIVE ME MY PARCEL BACK. To receive a response ' we understand that you are upset, but can you just tell us how much the parcel is worth, so we can invoice you' arrghh.....

Left bad review on website, sorry to hear you have not had good experience was advised  to message them through  facebook, or twitter, to just get an bot message telling me to phone the customer service number. 

This morning I have received an invoice in the post for import duties. 

The charges are as follows - 
Disbursement Fee - £11.50
Duty Amount - £10.69 
VAT = £43. 65 

Total £65. 84. 

I just want my parcel back, that is worth £181. + £20 postage. 

I don't think I have ever dealt with a business that has such appalling customer service and I most certainly will never be using them again, 

I am now going to write and official letter of complaint, can someone advise me what my next steps are when they undoubtedly ignore the letter. Can I report these cowboys to an official standards agency. Take them through small claims to recover my costs. 

Thanks in advance for any sensible advice. 

sheramber

I think you have to claim relief from import duty from HMRC.

UPS do not charge the customs duty. HMRC charge it and UPS pay it on your behalf to allow the parcel to enter the UK.

If there is not a customs declaration that  it is returned goods then HMRC will charge import duty.

Contact HMRC and ask how to reclaim the import duties on a returned item.

user1977

Presumably in the destination country they had done what I'd expect couriers to do in the UK with incoming parcels, which is to clear it through customs (and pay any duty) before trying to deliver it. And if it isn't delivered and they end up returning it, they may well be within their rights to get you to reimburse them, given the recipient hasn't paid them. Again, if it's like the UK, the duty may be refundable if the item isn't actually imported, but it's you (rather than courier) who has to claim the refund.

JJ_Egan

No standards agency covering business use of UPS .

Autumn2021

sheramber said:

I think you have to claim relief from import duty from HMRC.

UPS do not charge the customs duty. HMRC charge it and UPS pay it on your behalf to allow the parcel to enter the UK.

If there is not a customs declaration that  it is returned goods then HMRC will charge import duty.

Contact HMRC and ask how to reclaim the import duties on a returned item.

I haven't actually bought anything to claim relief on. Its being returned to me undelivered, the recipient (overseas) would have been liable for any import duties. 
I was advised by HMRC that I could pay the taxes and then claim them back, but given the amount of hassle it has been trying to get any clarity on what they are charging me and how generally rubbish they are. I may be able to get my taxes back, but I don't fancy my chances of getting the admin fees they are charging me refunded.  Why should I pay fees on taxes that I don't owe. 

jonesey1985

Autumn2021 said:

sheramber said:

I think you have to claim relief from import duty from HMRC.

UPS do not charge the customs duty. HMRC charge it and UPS pay it on your behalf to allow the parcel to enter the UK.

If there is not a customs declaration that  it is returned goods then HMRC will charge import duty.

Contact HMRC and ask how to reclaim the import duties on a returned item.

I haven't actually bought anything to claim relief on. Its being returned to me undelivered, the recipient (overseas) would have been liable for any import duties. 
I was advised by HMRC that I could pay the taxes and then claim them back, but given the amount of hassle it has been trying to get any clarity on what they are charging me and how generally rubbish they are. I may be able to get my taxes back, but I don't fancy my chances of getting the admin fees they are charging me refunded.  Why should I pay fees on taxes that I don't owe. 

Unless you ticked a box to say you would pay them.

Autumn2021

jonesey1985 said:

Autumn2021 said:

sheramber said:

I think you have to claim relief from import duty from HMRC.

UPS do not charge the customs duty. HMRC charge it and UPS pay it on your behalf to allow the parcel to enter the UK.

If there is not a customs declaration that  it is returned goods then HMRC will charge import duty.

Contact HMRC and ask how to reclaim the import duties on a returned item.

I haven't actually bought anything to claim relief on. Its being returned to me undelivered, the recipient (overseas) would have been liable for any import duties. 
I was advised by HMRC that I could pay the taxes and then claim them back, but given the amount of hassle it has been trying to get any clarity on what they are charging me and how generally rubbish they are. I may be able to get my taxes back, but I don't fancy my chances of getting the admin fees they are charging me refunded.  Why should I pay fees on taxes that I don't owe. 

Unless you ticked a box to say you would pay them.

Ticked a box to say I would pay import duties on something I have not purchased ? 
Import duties are owed on products and services that I buy, not stuff that is being returned to me undelivered. 
 

jonesey1985

Autumn2021 said:

jonesey1985 said:

Autumn2021 said:

sheramber said:

I think you have to claim relief from import duty from HMRC.

UPS do not charge the customs duty. HMRC charge it and UPS pay it on your behalf to allow the parcel to enter the UK.

If there is not a customs declaration that  it is returned goods then HMRC will charge import duty.

Contact HMRC and ask how to reclaim the import duties on a returned item.

I haven't actually bought anything to claim relief on. Its being returned to me undelivered, the recipient (overseas) would have been liable for any import duties. 
I was advised by HMRC that I could pay the taxes and then claim them back, but given the amount of hassle it has been trying to get any clarity on what they are charging me and how generally rubbish they are. I may be able to get my taxes back, but I don't fancy my chances of getting the admin fees they are charging me refunded.  Why should I pay fees on taxes that I don't owe. 

Unless you ticked a box to say you would pay them.

Ticked a box to say I would pay import duties on something I have not purchased ? 
Import duties are owed on products and services that I buy, not stuff that is being returned to me undelivered. 
 

Err, no.

The sender can opt to pay any import duties due.  And some do.

https://www.ups.com/gb/en/help-center/billing-payment/international.page

The following are a few of the UPS international billing options customers may choose:

• Shipper pays shipping costs; receiver pays duties and taxes
• Receiver pays all charges (also referred to as "Freight Collect")
• Shipper pays all charges (also referred to as "Free Domicile")
• Shipper pays shipping charges; a third party (could be in another country) pays the duties and taxes**

Autumn2021

No. Was given the option to pay import duties on behalf of customer at checkout, which amounted to £16.00 for that country.
Customer had been advised that they would need to pay them before hand, so declined to pay them on behalf of customer. 

So no, I have not ticked a box to say I would pay them.

The taxes that they are charging don't tally with that countries import duties, or the UK's.

. 

jonesey1985

Autumn2021 said:

No. Was given the option to pay import duties on behalf of customer at checkout, which amounted to £16.00 for that country.
Customer had been advised that they would need to pay them before hand, so declined to pay them on behalf of customer. 

So no, I have not ticked a box to say I would pay them.

The taxes that they are charging don't tally with that countries import duties, or the UK's.

. 

Which country is it?

sheramber

if th item has left the country then it must go through customs to come back in, whether it is a returned  item or not.

UPS have no control over the customs charges. They are levied  by HMRC on all items coming into the country. 

Any  import fees for the buyer in their country are a separate issue which is between them and the courier delivering to them.

As the parcel has been returned, you ,as the  recipient, are the importer of it.


As you agree ,you can claim a refund from HMRC but  the admin charge by UPS is for them clearing the parcel through customs, which they have done.

if you want your parcel you need to pay UPS and reclaim the duty from HMRC.

You could ask the buyer to  pay the admin fee since they are the cause of it arising.