When to use it
Use when a customer is upset about an unexpected duties or tax request.
Use the wording to explain policy boundaries, request official notice details, and avoid tax or legal claims.
Unexpected customs charge email template
Acknowledge surprise customs charges while keeping the explanation factual.
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
Unexpected customs charge
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
I understand it is frustrating to receive an unexpected customs or import charge for order {{order_number}}. These charges can be assessed by local authorities or carriers and may vary by destination.
Please share the official carrier or customs notice if you want support to review the order information available to us. We can explain our published policy, but we cannot provide tax or legal advice.
Best,
{{store_name}} Support