Guidelines for customs detention of cross-border e-commerce packages

In cross-border e-commerce transactions, if a package is detained by customs, timely measures must be taken to reduce the impact. Customs detention means that goods are detained because they do not meet customs clearance requirements. This not only affects the buyer’s receiving experience, but may also cause damage to the seller’s interests. This situation may be caused by a variety of reasons, such as the submitted declaration information being inconsistent with the actual situation, or the true status of the goods category and value requiring further verification.

Common reasons for customs detention

1. Inconsistent declared value: There is a difference between the declared value of the goods and the actual value.
2. Product name does not match: The declared product name does not match the actual items in the package.
3. Unclear Packing List: Lack of clear and detailed packing list.
4. Consignee conditions are not met: For example, there is no necessary entry and exit permit, etc.
5. Exceed quantity or dollar limit on personal items.
6. Local policy restrictions: Deductions due to specific laws and regulations.

Customer service process

When a package is detained by customs, customer service should contact the customer quickly and explain the situation, and recommend that the customer assist in customs clearance. If the customs clearance fee is reasonable, you can try to negotiate with the customer to share the cost; if the customer refuses, you can explore the possibility of returning the package. For packages using services such as EMS, they can usually be sent back for free, making reshipping easier.

Reference template for customer service communication

1. Notify customers of customs clearance on parcels:
   Dear Customer,
   We are sorry to inform you that your item is held by Customs and needs your help to clear. Could you please kindly contact your local post office/DHL for details?
   Best regards!

2. Require customers to pay customs clearance:
   Dear Customer,
   I’d like to remind you that our price is CFR price, which does not include customs fees. As noted in our description, it is your obligation to clear customs at your end. We can provide a commercial invoice to assist in this process.
   Best regards!

3. Handling disputes caused by customers’ unclear customs clearance:
   Dear Customer,
   Thank you for your purchase. We regret to inform you that the parcel is currently held at customs. As per the rules on Aliexpress, it is the buyer’s duty to clear the customs and retrieve the parcel. We hope you can resolve this issue swiftly.
   Please feel free to contact us if you need assistance.
   Best regards!

Advice to avoid customs detention

To reduce the risk of packages being detained by customs, sellers should ensure the following:

1. Reasonable declared value: All goods must be accompanied by a commercial invoice. The declared product name, value and quantity should be true and reasonable, and product information should be described in detail, such as material, use, etc., which can effectively reduce The probability of being inspected.

2. Choose a favorable transportation route: Choosing a destination city with relatively relaxed customs inspections for customs clearance can reduce the risk of customs detention.

Through the above measures and communication methods, cross-border e-commerce sellers can reasonably solve the problem when their packages are detained by customs, ensuring customers’ shopping experience while safeguarding their own business interests.