The customer was requested to pay D&T twice: why and what should be done?

If the customer has paid D&T via the Global-e checkout or the country is configured to include D&T in the price no further D&T is required by the customer.

Please reach out to the Customer service – merchant.support@global-e.com and we will reach out to the carrier.

To see if the country is configured to include D&T please see your Marketing Proposition going to Merchants -> Flat Shipping Rates page and search for the text “Duties and Taxes are subsidized” under each specific country.