SHIPPING TO CANADA: COMMON ERRORS, COMPLAINTS, AND RECONCILIATIONS Canada is often one of the first destination countries when shippers start sending internationally. Here’s how to make the experience as seamless as possible.
large number of shippers, whether new or experienced, encounter unnecessary headaches when shipping small parcel to Canada. These headaches often translate into increased rates of customer complaints (compared to domestic shipping) over things such as delays, inconvenience upon delivery, high costs, or a combination of issues. This is especially true for shippers in the B2C market. Yet many of these headaches can
BY CARL HUTCHINSON
be avoided by understanding ways to work with the carriers to make Canadian shipments more efficient, which creates a much-improved experience for customers, and, in turn, leads to increased sales. COMPLAINT #1: SHIPPING DELAYS We’ll start with the number-one driver of Canadian customer complaints in the small-parcel shipping environment (FedEx/UPS): shipping delays. There are many reasons why a shipment gets
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delayed in transit across the border. Is this simply part of doing business in Canada? Sometimes. Other times, delays are 100% avoidable. Here are two major causes of delays that can be avoided by understanding a few basic guidelines. DECLARATION OF BROKER When sending a shipment via FedEx or UPS, most shippers assume that the carrier will automatically be responsible for clearing the shipment through customs. Canadian law, however, states that the importer has the right to declare the broker for shipments they receive. If the importer declares a broker other than