I recently shipped an item to a residential address in Canada, while I'm based in the US. The customer selected FedEx International Ground and the actual cost of shipping was ~$28.00. However, the customer contacted us and sent pictures of an invoice FedEx included with their package for $102 CAD. This has not happened before (to this extent), and I'm unsure how to proceed until I have a better understanding.
For starters, we do state in our policy that the customer only pays for the transportation cost, and duties & taxes are also their responsibility. But we do not include that in the checkout page. So, I'm thinking that we'll offer some type of compensation/refund as a courtesy. But that doesn't help me understand the why.
The order totaled ~$244 for 12 items. Would the cost of duties and taxes really be $102 CAD for this?
Why does FedEx leave the package with an invoice, rather than hold the package until the invoice is paid?
Would have shipping via the USPS resulted in less duties and charges?