IOSS and Finnish Customs
There is obviously a need for greater feedback and ability to see what the issue is with items sent to each country.
I recently sent an item to a customer in Finland, using International Tracked and entered the IOSS information as required (as VAT had been collected at point of payment).
However, the customer then gets an email a day later from Finnish Posti:
"- The VAT on the shipment has been paid during the purchase phase, but the mail has not received the necessary information from the sender to make a customs declaration for you. Come and take the shipment itself when it arrives in Finland."
Presumably this suggests an issue with the electronic information being supplied by Royal Mail to the Finnish postal service.
We have no idea what information is missing or whether it is a temporary glitch.
A similar item sent to the Netherlands cleared customs in a day.
If you have examples of such orders, please contact the help desk and provide the details so that we can investigate.
Peter Reynolds commented
I have also had this problem with Finland in the past few days. The tracking suggested that the recipient was charged a handling fee as a result.
We have had this recently with both the Netherlands and Lithuania
I see that Portuguese customs also hold items - their comments for the buyer:
"Identificação fiscal (NIF), Fatura Comercial e Comprovativo de Pagamento, Print Screen/Declaração de Valor"
So they are expecting to see a commercial invoice, proof of value and the recipients tax identification.
None of this is asked for by Royal Mail.