International customers don’t mind waiting a bit longer — they mind feeling like nobody knows what’s happening. Customs tickets are mostly about reassurance, clear expectations, and one practical next step.

Below are copy‑paste templates for the questions you’ll see every week: duties & taxes, “stuck in customs”, missing documents, and what to do when a package is returned due to fees.

Two things to decide before you reply

• Who pays import fees? Some stores ship “duties unpaid” (customer pays on delivery). Others include duties in the price.
• What happens if fees are refused? You need a clear policy: reship, refund, or refund minus shipping.

International shipping & customs email templates

Replace placeholders like {order_ref}, {tracking_link}, and {policy_link}. If you want to paste these faster, keep them as macros in your helpdesk.

1) “Will I pay duties / customs fees?”

Hi {first_name},

Good question — it depends on your country’s import rules.
For international orders, duties/taxes may be charged by customs or the carrier upon delivery.

Order: {order_ref}
Shipping destination: {country}

Our policy details are here: {policy_link}

If the carrier contacts you for a fee, paying it usually avoids delays.
If you tell me your country, I can share what most customers typically see.

Best,
{agent_name}

2) “My package is stuck in customs” (set expectations)

Hi {first_name},

Thanks for checking in — customs delays can happen, especially on international shipments.
Right now, tracking for order {order_ref} shows:

{tracking_status}
Tracking: {tracking_link}

Customs processing can take {customs_timeframe}. Unfortunately we can’t speed it up, but we will keep monitoring it.
If customs requests any info from you, the carrier will usually reach out by SMS/email.

Best,
{agent_name}

3) Customs / carrier requests documents (invoice, value, etc.)

Hi {first_name},

Thanks — that message usually means customs needs a bit more information to release the package.

For order {order_ref}, the carrier may request:
• an invoice / proof of purchase
• confirmation of the order value
• a tax/ID number (in some countries)

If you tell me exactly what they asked for (or forward the email), I’ll help you reply quickly.

Tracking: {tracking_link}

Best,
{agent_name}

4) Carrier asks for a phone number / missing contact info

Hi {first_name},

I can help — carriers often need a phone number for international delivery or customs contact.

Please reply with the best phone number (including country code) for order {order_ref}:
{phone_number}

Once confirmed, we’ll update the shipment details if the carrier allows it.

Best,
{agent_name}

5) “I refused the fees — what now?”

Hi {first_name},

Thanks for confirming.
If import fees are refused, the carrier usually returns the package to sender.

Tracking: {tracking_link}

Here’s what we can do once it returns:
• Reship (fees may still apply at the border)
• Or refund according to our policy: {policy_link}

If you tell me your preference (reship or refund), I’ll note it on the order so we can process it as soon as it’s back.

Best,
{agent_name}

6) Customs return / return‑to‑sender confirmed

Hi {first_name},

Update on order {order_ref}: tracking confirms the shipment is being returned to sender due to customs.

Tracking: {tracking_link}
Status: {tracking_status}

Once it arrives back with us, we can either:
A) reship (if you still want it), or
B) refund (according to our policy): {policy_link}

Reply with A or B and I’ll handle it immediately.

Best,
{agent_name}

FAQ customers ask (and how to answer fast)

How long does customs take?

It depends on the destination and season. I usually set a range (example: “2–7 business days”), then give the customer a clear point where you’ll take action (example: “If no movement by Friday, we’ll open an investigation”).

Can you mark it as a gift / lower the value?

Keep this firm and simple. You can say you must declare accurate values for customs compliance.

Make customs replies easier (free)

International tickets are repetitive — but the details (country, tracking, order value) change every time. The free Casekit extension helps you copy a clean order summary from Shopify or WooCommerce and paste your customs template with fewer mistakes.

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Related guides

• Shipping reply templates — delays, investigations, missing parcels, replacements.
• Return‑to‑sender (RTS) playbook — reship vs refund decision tree + templates.
• Delivered but not received (DNR) — what to do when tracking says delivered.
• Shopify address changes — prevent failed deliveries early.
• WooCommerce address changes — templates + workflow.