Customs Fees

I'm based in the US and had a customer in the UK. She contact me upset, saying that she wasn't able to receive the product we shipped until she paid customs ~ £ 35. The merchandise itself is valued at $60. My questions are:

-Why do my international customers only sometimes pay these customs?
-Are they all paying it and only some are complaining?
-Do they expect to pay this? Should I warn that international shipments may include duty fees?
-How do you guys go about having the customers pay for customs?

Appreciate any input, thank you!

submitted by /u/damgravity
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