When to use it
Use when tone matters and a customer is upset about import fees.
Use the wording to explain policy boundaries, request official notice details, and avoid tax or legal claims.
Duties and taxes apology email template
Acknowledge customer frustration about duties or taxes without accepting unsupported responsibility.
This is a free wording template. It does not process payments, provide tax or legal advice, act as a customs broker, process carrier fees, issue refunds, replace items, or promise fee or delivery outcomes.
Subject line
Sorry for the import fee confusion
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I am sorry this duties or tax notice for order {{order_number}} has been frustrating. International fees can be confusing because they may be assessed by local authorities or carriers after the package enters the destination country or region.
Please send the official notice details if you want us to review the order information available to support. This email is not tax or legal advice.
Best,
{{store_name}} Support