Support guide

International shipping & customs templates for Shopify support

Copy‑paste replies for duties & taxes, customs delays, document requests, and “stuck at customs” tickets.

Updated 3 October 2026 · CaseKit team

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?”

Before using this template: confirm that each stated status, approval and completed action is true for this order. Replace every placeholder, remove unavailable options and use verified estimates. A draft does not perform the action.

Hi {first_name},

For order {order_ref}, the confirmed shipping terms are {verified_shipping_terms}.
Duties and taxes collected at checkout: {verified_checkout_charges}.
Any remaining import charges: {confirmed_responsibility_or_check_in_progress}.

Our shipping policy is here: {policy_link}.
If you receive a payment request, verify it through the carrier's official contact channel. Send us the relevant request details without sensitive ID or payment information so we can check for an unexpected or duplicate charge.

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 your preferred approved option and I will confirm the next steps and timing.

Best,
{agent_name}

FAQ customers ask (and how to answer fast)

How long does customs take?

It depends on the destination, carrier and the specific customs request. Use a carrier estimate only when available. Give a next update date without inventing a universal customs clearance window.

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)

Check the actual DDP or other shipping terms, checkout charges and carrier request before saying who pays. Customs fees and refund eligibility depend on the shipment and destination. Send identification or tax numbers only through the verified carrier or authority’s secure process. Never lower the declared value or falsely describe a purchase as a gift. See Shopify’s international shipping terms.

Using this workflow with CaseKit

CaseKit drafts replies from order facts in the Shopify app. The Gmail extension is optional. Review the draft against the current order and your store policy before sending; CaseKit does not send messages, cancel orders, issue refunds or create shipments.

Written by the CaseKit team

We build a Shopify support app and spend our days looking at how order-status tickets actually get answered. Everything here is written from that work, not from a keyword list. Corrections to support@casekit.app.