I got a response from Royal Mail saying that I had done everything correctly and so it was an issue with the tax authorities in the countries. I have had a holding email from the Austrian tax people saying they are looking into it. I haven't had any documentation from the other affected order so will leave that one as it is.
This is so helpful thank you! I just learned a new word 'Concatenating' lol. I will give it a go now.
In addition to the IOSS file did you upload a product file as mentioned in Crossborderit's FAQ section?
Yes if you enter your IOSS number into your Click and Drop account under the setting section called 'Trading Names' it should automatically print an IOSS symbol on your postage labels. I would recommend checking each label to confirm as some people on here have mentioned it not showing up on some occasions.
Has anyone run into trouble with 0,00 EUR transactions? We ship ~5-10 replacement units a day at no cost to the customer and since pre July 1 they were under the 22 EUR threshold they just went DDU. A twist in IOSS is that it's not just collecting VAT, it's collecting duty (HTS) as well so even a 0 EUR item still has underlying "value" that could be dutiable. What's happening is that neither Taxamo nor CBIT (we use both... long story) can process IOSS for a 0 EUR transaction so the orders ship DDU and some customers are getting charged really high amounts and getting justifiably annoyed (remember this was already a customer with a problem!) What are we supposed to do in this scenario?