In a recent Total Retail article, Deb Deakin, Director of Operations at ePost Global, shares how global retailers can transform VAT complexities into opportunities for stronger customer loyalty and cross-border success.
Deakin emphasizes the importance of proactive VAT strategies: “Consumers hate surprises — especially ones that hit their wallets — and unhappy customers don’t stick around,” emphasizing why absorbing VAT costs upfront through programs like the EU’s Import One-Stop Shop (IOSS) is critical for protecting loyalty and reducing costly returns.
She also stresses that VAT needs to be viewed as a core part of business strategy, not just an afterthought: “The true differentiator is an organizational mindset that sees VAT not as a compliance task, but as an essential part of delivering frictionless customer experiences across borders.”
