Customs detention means that the goods of the transaction order are detained by the customs of the import destination because they do not meet the customs clearance requirements, and the customer has not received the goods. Once this happens, whether it is the customer’s fault or the logistics provider and the seller’s fault, it will affect the seller’s interests, so it is necessary to reduce such risks. When the goods are detained by the customs of the import destination, common logistics statuses include “Handed over to Customs” and so on.
Once the goods sent are detained by the customs, the customer service staff should contact the customer immediately and try to persuade the customer to assist in customs clearance. If the customs clearance fee is low, you can negotiate with the customer to share the customs clearance fee. If the customer is unwilling, see if the package can be returned. If it is EMS or something like that, the package can be sent back free of charge, and the customer service staff can communicate with the customer and wait for the package to be sent back before sending it again; if the package cannot be sent back and the customs clearance fee is very high, in this case, the seller may need to give up the package. This is because if the goods are dragged and not handled, once the customer does not receive the goods, it is very disadvantageous for the seller to initiate a dispute. For specific emails to communicate with customers, you can refer to the following sample text.
范文一包扣关,请客服付Ｄｅｖｅｌｏｐｍｅｎｔ
Dear friend,
We are sorry to inform you that your item is held by Customs and need your help to do the clearance.Could you please kindly contact your local post office/DHL for details?
Best regards!
范文一包扣关,请客服付Ｄｅｖｅｌｏｐｍｅｎｔ
Dear friend.
I’d like to tell you that our price is CFR price.
It’s without customs fee.
We are sorry that the Tax need to be paid at your end, because we make a clear note in our description.
I’m afraid it’s your obligation to clear the customs by yourself.
We can offer you the commercial invoice to clear the customs.
Hope what we’ve done can make you satisfied.
Best regards!
范文一一Customer does not clear customs caused by the dispute
Dear XXX,
Thanks for your purchasing in our shop and we are sorry to tell you that the parcel was kept at the custom.
Status: (包包的情况)
According to the rule of Alixpress, buyer have the duty to clear the custom and get the parcel.
We also hope you can clear the custom as soon as possible and get the favor.
Please feel free to contact us if there’s anything we can be of help.
Best regards!