Common cause of discrepancies:
The most likely cause of discrepancies in duties and taxes is incorrect weights in your cart. Here’s how this happens and what you can do:
- Incorrect Weights:
- Re-Weighing: All packages are re-weighed in our processing facility. If the package weight is vastly different from what is configured in the cart, this could cause discrepancies in the billing process.
- Shopify Configuration: We recommend checking the weights in Shopify if you feel the Duty and Tax calculation was incorrect for the product(s) purchased.
Resolution Steps:
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Check Weights:
- Verify Weights: Ensure the weights of your products are correctly configured in Shopify to prevent discrepancies.
- Update Weights: If you find any inaccuracies, update the weights accordingly.
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Contact Passport for Refund:
- Passport Issue: If the customer is charged incorrectly due to a Passport software issue, we will be more than happy to issue a refund.
- Provide Details: Reach out to our support team with the details of the discrepancy, and we will investigate and process a refund if applicable.
If you need further assistance please contact our partner support team. We are here to help ensure that your customers are charged correctly for duties and taxes.
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