Cross-border commerce opens your store to millions of new customers, but what happens at checkout determines whether they come back.
Picture this: A shopper in London finds your product. Loves it. Buys it. A few days later, they get a courier notice demanding payment for import duties and taxes they never saw coming. The excitement is gone, replaced by frustration. Nearly half of shoppers in that situation refuse the package entirely. The carrier ships it back to you at double the outbound rate, and you still owe the original duties, and that customer won't be back.
This is a preventable situation. And it's happening more often than most merchants realize.
Many ecommerce merchants aren't showing customers the full cost of an international order at checkout. For shoppers, that means duties and import fees they weren't aware of showing up at the door, and that surprise is where trust breaks.
When it does, the consequences are immediate:
And the stakes are rising as global trade rules tighten. The EU is abolishing its €150 de minimis exemption on July 1, replacing it with a €3 flat-rate duty on every imported item.
ShipperHQ's Duties & Taxes Calculator, powered by DHL eCommerce, calculates and collects the full landed cost, including duties, import taxes, and all applicable fees, directly in checkout before a customer places their order. Customers see exactly what they owe before they buy, tariff and compliance updates happen automatically, and the costly cycle of refused packages stops before it starts.
Merchants that collect duties and taxes at checkout report 15–30% conversion rate improvements on international orders, and watch package refusal rates fall from 8-15% to below 1%.
Calculations are built on DHL eCommerce's global trade data, but you're not locked into DHL to ship. The duties and taxes calculator works with every international carrier across 200+ countries: UPS, FedEx, USPS, DHL, or whichever carrier you use.
As trade policies shift, duty and tax rates update in real time, keeping your checkout current without any manual work on your end. When the EU's new per-item duty takes effect July 1, your checkout will already reflect it. The same goes for any future tariff changes.
Choose between Delivery Duty Paid (DDP), where duties are collected at checkout for a fully transparent upfront total, or Delivery Duty Unpaid (DDU), where customers see an estimate at checkout and settle with the carrier at delivery. Merchants using DDP typically see package refusal rates drop from 8–15% to less than 1%, since customers have already agreed to the full cost before the order ships.
Optional HS codes mean merchants who haven't classified their catalog can use alternative pricing strategies to estimate duties and get live quickly, adding HS codes at their own pace as they scale.
Retention starts at checkout. Three out of four international shoppers who encounter surprise customs charges won't come back. Showing the full landed cost upfront turns checkout into a trust-building moment, and proof that your store is one worth coming back to.
Fewer refusals, lower return costs. At an 8–15% refusal rate, round-trip return costs and duties owed add up fast. Getting below 1% reclaims real margin on every international order.
Less support volume. Unexpected duties generate predictable "why was I charged this?" tickets. Transparency at checkout eliminates the surprise that creates them.
Higher international conversion. 17% of shoppers abandon cart when they can't see total costs. Removing that ambiguity drives the 15–30% conversion lift merchants see when they make the switch.
For cross-border eCommerce, the checkout experience is a part of your product. A customer can love what you sell and still never come back if the buying process surprises them with fees they didn't know about or agree to.
The July tariff changes are coming, now's the time to get full landed cost transparency into your checkout and start turning international shoppers into repeat customers.
Book a demo to see the Duties & Taxes Calculator in action →