Why would customer have a COD bill?

New Member
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Hello, I had a customer order from Canada, I shipped her package UPS and she sent me an email stating that she had gotten a card telling her she owed COD fees, why would she have gotten one? I don’t completely understand and would it be my responsibility to pay it? Side note I’ve shipped to Canada before and this has never happened.
Shopify Staff
Shopify Staff
732 47 105

Hey, there.


Dallas here from the Shopify Social Care Team.


It is possible that there are fees from the shipping company (UPS) for customs if the items are shipping over the border. I found a link about the brokerage fees for UPS depending on the value of the shipment. This page here goes into more detail on the fees as per the values of the products.


In order to have a further understanding of what this could be in relation to I would need to see a screenshot of the card that she received. Did the customer send a screenshot of that by chance?


If you can send that over I would be happy to see if I can help you even further.


Dallas | Social Care @ Shopify
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