Customers have the obligation to do customs clearance in cross-border e-commerce. However, some customers do not do customs clearance due to tariffs, fear of trouble, etc. Sellers need to communicate with customers patiently and discuss solutions in a timely manner. The following is a sample email from a customer service staff member communicating with a customer about customs clearance.
Sample
Dear sir / madam,
We have kept a close eye on your order, and we are sorry to see that your package has been kept at Guangzhou Customs for several days, which needs customs clearance.
Could you please do us a favor to solve the problem? According to Amazon requirements and customs rules, you are supposed to clear customs with the valid 18-character Citizen ID Number of the recipient written on the package. We hope you will get your package soon. lf there is anything we can do for you, feel free to let us know, please. Thank you very much.
Best regards!
(Your name)
Reference translation:
Dear sir / madam,
We have kept a close eye on your order, and we are sorry to see that your package has been kept at Guangzhou Customs for several days, which needs customs clearance.
Could you please do us a favor to solve the problem? According to Amazon and customs regulations, you need to bring the recipient’s (written on the package) 18-digit valid ID card to clear customs. I hope you can receive the package as soon as possible. If there is anything we can do for you, please let us know, we will be grateful.
Best wishes!
(Your name)