The Difference Between Customer Service & Mail Fraud
Many of us who sell online have had this experience, and I think it’s something that should be addressed so that those that are new to the world of online selling have a reference.
When you sell Internationally, as many of us do, you occasionally run across the odd customer who wants you to help them circumvent their customs fees by marking “gift” on the customs forms or by claiming the item’s value as less than the purchaser’s paid price.
This seems harmless, and because most of us are focused on providing exemplary customer service, you might even feel tempted to agree to this request. But, you might want to re-consider this decision because, contrary to your first instinct, this is not good customer service. It’s mail fraud.
Mail fraud of this type may seem harmless, but it’s a felony. It carries a sentence of up to five years in prison and/or fines of up to $250,000.
Are you willing to go to federal prison for a sale?
One way to ensure your customers are aware you’re not willing to participate in this is to add a note into your shop policies under your Shipping information. If you’ve had a request or two like this, or are concerned about getting these kind of requests, I encourage you to do this.
Here is an example from our shop – “INTERNATIONAL SHIPPING shipping is available at reasonable rates that are listed at the bottom of each item description. Please note that we are not responsible for any VAT/Customs fees that may be related to to your order nor will we help you in illegally circumventing these fees if they are applicable to you. Falsifying customs declarations or having an item marked as “gift” in order to avoid customs fees is classified as Mail Fraud and is a felony.”
Although good customer service is everything in any type of business, please remember that stepping over the line from good customer service into fraud or illegal action is often a line that the unscrupulous can try to blur.
Be careful out there!
This article has been written by Gilliauna. Visit her shop for beautiful, handcrafted, beaded and gemstone jewelry and accessories!
Image credit: Mels ATC’s
Tags: Customer Service, fraud, guest post, mail fraud, shipping
thanks for the info, its a tricky situation for sure. I have never had a request like this but have known others who have had that problem. So not worth the risk
Walking away from any customer who would even ask for anything but accurate paperwork is a wise decision. I include the sentences below for my International Customers.
All shipping fees including import, duty, tariff, VAT, or customs fees are the responsibility of the buyer. I will fill out customs forms accurately.
Thank you for this info! I have started shipping internationally a lot more lately and this is very helpful to know.
Thank you for the information. I haven´t had this problem but might just copy paste the example. Just in case.
Good reminder…not that i’ve been tempted!
Thanks alot, I’ve never heard of this! Glad you let us know!!
Thanks for the great info. I’m making preparations to start accepting international orders and I appreciate you sharing. Perfect timing for me!
I’ve been shipping my buttons all over the world for a long time and have not run into this problem, but then my buttons are low priced, so might be why no one has ever asked me to do that.
There are different international shipping services, some ask this question and others don’t. Maybe people who are approached with this request can help the other party without breaking any laws by using a service which doesn’t require the information. The question you can not get around or compromise on is the dangerous goods declaration
Haven’t had this problem…yet. Thanks for the sample text. It’s definitely food for thought!
We’ve had a few people come through and ask if we’d alter the answers on customs forms for their shipment. We’ve lost a couple of sales for refusing, but I don’t consider them that much of a loss if I have to risk going to prison to make the sale in the first place, right? *Smile*
Suzanne Medrano - Excellent phrasing!
i had no idea about this - thank you so much for this article! this is very important information and i am very, very glad i read this! ♥
I also wasn’t aware of this problem. I haven’t shipped internationally from the UK yet but it’s only a matter of time. Useful information, so thanks.