When to use it
Use when tracking suggests fees were refused, unpaid, or the package may return.
Use the wording to explain policy boundaries, request official notice details, and avoid tax or legal claims.
Duties refusal return email template
Explain possible return-to-sender outcomes after refused or unpaid duties.
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
Duties refusal tracking update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} may show a customs fee, unpaid import charge, refusal, or return-to-sender status. Please review the carrier or customs notice for the exact reason shown.
If the package returns or the status remains unresolved, support can explain the options available under our published store policy. This email does not guarantee refund, replacement, or reshipment.
Best,
{{store_name}} Support