Hello could any one help.
I had a potential sale on Friday, (my first since July) the customer had contacted me from the Netherlands as I have my shop set up UK only.
I altered the item she wanted to buy to include EU postage and emailed her back to let her know.
When she tried to make payment it wouldn’t process.
and she attached the screenshot.
I contacted @Folksyadmin for advice, which was to take it out her basket and try again, and send them details of item and customers email which I did. So they could look into it, I havent heard anything more from Folksy and I suspect I’ve lost a sale.
Could someone advise what they would do in this situation, as I’ve lost a sale once before because a payment wouldn’t process.
I know some of you issue a PayPal invoice ?? but I’m not sure how that works
Issue a Paypal invoice. It goes to the customer’s email (obviously you need to raise the invoice against that). Customer pays. You make order as paid and send it. Done it several times.
Thank you Joy for your prompt reply.
But could you explain in even simpler terms for me.
Do i need to contact the customer to go through with the order process again, then go to my PayPal account?
When reading through the advise about sending to EU (which I’ve never done before) it says that Folksy will add an amount for selling to EU so the customer doesn’t get an extra charge their end. I then attach the invoice to the outside so customs can see it?
I know it must seem really simple to you Joy, but I’m not used to getting many sales, so I’m not used to the system.
No need to contact the customer, login to PayPal and select invoice send to customers email, once paid you get an advice.
Thank you Caroline I’ll give it a go, and let you and Joy know if I’m successful.
Think I’ll stick with UK only from now on.
Good luck. I rarely send to the EU so can’t answer that bit .
If an order (under 150euros) to the EU is processed through Folksy then they have an obligation to add VAT onto the order and remit it to the appropriate authorities, you then need to quote Folksy’s IOSS number when you send the item so your customer doesn’t get charged the VAT (and a handling charge) again.
If an order is processed away from Folksy then either you need to register and deal with the VAT or you can send it ‘delivered duty unpaid’ which means the recipient will be charged VAT and handling fee before the item is delivered. The invoice is on the package so that customs can see how much has been paid so they know how much VAT to charge.
Thank you Sasha