I'm being asked to pay customs charges but I already paid at checkout

Quick Answer: If you're an EU customer being asked to pay customs charges, this is a courier error. DO NOT PAY. Forward the payment request directly to us at support@sure-golf.com and we'll resolve it immediately.

For EU Customers - This Should NOT Happen:

DDP Service Explanation:

• Delivered Duty Paid: All customs duties and taxes included in your checkout total

• No additional charges: You should never be asked to pay extra customs fees

• Pre-cleared: Your package was already cleared through customs before shipping

• Courier error: Any payment request is a mistake by the delivery company

If You're Asked to Pay Customs Charges:

DO NOT PAY THE CHARGE

• It's an error: You've already paid all required duties and taxes

• Not your responsibility: We handle all customs clearance for EU orders

• Courier mistake: Delivery company made an error in their system

• We'll resolve: We have processes in place to fix this quickly

What to Do Instead:

1. Don't pay: Refuse to pay any additional customs charges

2. Forward to us: Send payment request/link directly to support@sure-golf.com

3. Include details: Your order number and delivery tracking information

4. We'll handle: We'll contact the courier immediately to resolve

What to Send Us:

Essential Information:

• Payment request: Forward the exact payment request

• Order number: Your Sure-Golf order number

• Tracking number: Delivery tracking reference

• Delivery details: When and where you were asked to pay

Email Template:

Direct to: support@sure-golf.com

Subject: EU DDP Order - Incorrect Customs Charge Request

Order Number: [Your order number]

Tracking: [Tracking number]

Issue: Being asked to pay customs charges despite DDP service

[forward payment link]

Please resolve this courier error urgently.

name

Our Resolution Process:

Immediate Action (Within 1 Day):

• Acknowledge: We confirm receipt of your customs charge issue

• Courier contact: We immediately contact the delivery company

• Status update: We update you on resolution progress

Resolution Timeline:

• Same day resolution: Most courier errors resolved within 24 hours

• Direct communication: We handle all communication with courier

• No cost to you: Zero additional charges for error resolution

Why This Happens:

Courier System Errors:

• Database sync: Courier systems sometimes don't reflect DDP status

• Automated requests: Some systems automatically generate payment requests

It's Not Your Fault:

• Our responsibility: We ensure proper DDP documentation

• Courier error: Delivery company mistake, not customer issue

• System failure: Technology error, not process failure

• Quick resolution: We have established procedures to fix this rapidly

Remember: EU customers should NEVER pay additional customs charges. It's always a courier error, and we'll fix it immediately when you contact us.