Why was my customer charged Duties on a DDP shipment?

If a package is shipped with Passport's DDP service level, all duties and taxes should have already been pre-paid. When duties and taxes are requested on a DDP shipment, there are two possible scenarios that may have occurred:

- Fraudulent requests made by 3rd parties: We have seen causes of fraudulent requests to collect duties and taxes via text message or email. These requests are often made from email addresses that look very similar to a true carrier are not quite right.

- Package shipped with incorrect service level: While this scenario does not occur often, we have sometimes seen some mistakes in service level translation from Passport to the last mile carrier. If a package is shipped DDP and a true customs authority is requesting additional duties and taxes, please flag this to our partners team ([e-mail]) immediately so we can help facilitate the clearance without billing the customer directly.

If neither of the above scenario fits the issue you are seeing, please don't hesitate to reach out to us at [e-mail].