How do customers in EU pay for the VAT?

How do customers in EU pay for the VAT? I run a small e-commerce store and we have recently started selling to customers in the EU. However, we are not yet registered with the IOSS. So far, I haven't received any complaints from EU customers and the orders seem to be getting delivered without any issues. But I had one customer refused the delivery, which made me think it might be due ...

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