Shopify New Account format - 'Duties & Taxes included. No extra charges on delivery'

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Topic summary

  • Main issue: After switching to the new Shopify customer accounts, the customer order page shows a message saying duties and taxes are included and there will be no extra charges on delivery.

  • Context: Merchants in Australia and the Netherlands state in their T&Cs that import duties/taxes for international orders are paid by customers upon arrival, not collected at checkout.

  • Impact: The message conflicts with their policies, risks misleading international customers, and is causing post‑purchase disputes.

  • Desired outcome: Keep the message for domestic orders (e.g., Australia) but change or remove it for international customers; ideally, make the text region-specific.

  • Current status: No fix or workaround shared. One merchant reports Shopify support cannot modify this line. The thread remains open with a request for guidance on editing/localizing the message.

Summarized with AI on December 15. AI used: gpt-5.
1

Hey there!

I’m hoping someone might be able to help me! I’m having a bit of trouble with the new Shopify customer accounts profile. Recently we’ve shifted to the new Shopify customer accounts and on the customer order page the text that displays under the order is ‘Total includes duties and taxes. No extra charges on delivery.’

I’m based in Australia and do not collect taxes and duties on behalf of customers - it is paid by them when their parcels land in their countries (in my T&Cs). I am unsure how to change that body of text for international customers outside of Australia. I would like to keep it for Australians but change it for international customers so they are given the correct information.

Does someone know how I might fix this? Thank you so much!

Kindest,

Sydonie

2

Hi Sydonie,

We are experiencing all of a sudden the same problem. We have exactly the same policy as you guys have; stating all through our store that import duties and taxes need to be paid outside Europe(located in the Netherlands). Only after our customers confirm the order and pay, they all of a sudden read this small “line” in their customer order page environment and this surely is food for discussion.

Did you manage to get rid of this line? Can you please share how you cope with this situation?
It would be much appreciated, as Shopify helpdesk can’t do a thing.

Thanks a lot!