The parcel from China was detained by customs. Parcel held at customs

06.09.18 112 614 25

Instruction from a person who goes to customs how to work

In July, I spent 12 hours at the Moscow customs, scratching my parcels from them from abroad.

Maxim Ilyakhov

former editor-in-chief T-Zh

I already know the local inspectors by sight, I come well-prepared and I can resolve issues, if not quickly, then at least the first time. Here's what I learned about receiving parcels via Russian customs: read if you order something from abroad.

What will you learn

How are parcel and customs related

To get to Russia, parcels from abroad must overcome customs: this is a special service that monitors the import and export of goods across the border. There are customs offices at airports, seaports, at post offices. When you arrive in Russia and walk along the "green corridor" at the airport, this is also customs.

When international parcel arrives in Russia, she also goes through customs. This applies to all parcels without exception, even those sent by courier services. The customs officer checks the contents of the parcel (on an X-ray, according to documents, and sometimes even personally) and if everything is in order, he lets the parcel go further into the country. In most cases, this happens unnoticed by us: we simply receive the package in the form in which it was sent. We don't even know she went through customs.

Why customs hold up parcels

Customs has many reasons to delay the package, but in our case, most likely, it will be one of four:

1. the customs officer has a suspicion that the product is commercial, although it is declared as a private purchase;
2. the recipient has spent the monthly limit on duty-free purchases abroad - in 2019 it is 500 € per month or 31 kg;
3. the customs officer did not understand what was in the parcel, he needs an explanation;
4. The customs officer decided that there was something forbidden in the parcel.

In these cases, the recipient will be invited to the local customs office to provide clarification and pay duties.

If you suspect that you have exceeded the limit, check if the store or courier knows your TIN. At the time of this writing, customs considers purchase limits only for those parcels for which it requests the recipient's TIN: usually these are parcels of courier services. If the courier service does not know your TIN, you will receive a letter from them: "Specify TIN". Courier Services know these features. Russian legislation and they don’t even send parcels anymore without knowing the recipient’s TIN.

If you are ordering something that comes by regular mail and does not require your TIN, it is likely that customs will not count this item as a limit. But it is now. Here they will introduce some kind of control system, and then they will count everything.

How to understand that the parcel was detained at customs

If customs holds your package, two things will happen:

1. By the track number of your parcel, it will be clear that it is ready for delivery, but not where you usually receive it, but in some unfamiliar place. In Moscow, this is a branch of the international post office on Varshavskoye shosse, 37. But for now, you don’t need to go there, it will be a waste of time. Alternatively, the tracking package will say "Sent with customs notification."
2. Customs will send you a registered letter at the place of delivery of the parcel. In the envelope there will be a template letter from customs, they say, come, my dear. The reasons for the delay, most likely, will not be indicated - the letter is template and vague, but it can be different in different customs departments. A notification of receipt of the parcel with its track, weight and shelf life will be attached to the letter.

If you receive a registered letter, collect the documents and get ready to take time off from work.

It's a bad thing: the track shows that the customs in St. Petersburg sent my package to Moscow with a notification. One of these days I will receive a letter...

Pay attention to the shelf life of the parcel: if it is about to expire, you need to come as soon as possible. There is a danger that between the first arrival at customs and the actual release parcels will pass 2-3 days - you will have to collect some additional documents or you will not be accepted on the first day. During this time, the storage period may expire, and the parcel will be sent back.

Do not receive a letter if you are not going to customs

By notification in your mailbox, you will understand that the letter came from the main post office.

If you understand that you will not go to customs for economic reasons (read about this below), you can simply ignore the letter. Then the parcel will go back in two weeks, and you will be able to order this product again after a while, for example, when the limit on duty-free import is reset.

What to take with you to customs

Since we don't yet know why customs delayed the package, we need to prepare for the worst. Here's what to take with you from the documents.

Letter and notice sent to you. This is the basis for the customs officer to talk to you. The letter will need to be given, and upon notification you will be given a package if everything is fine.

Passport copies: first page and registration. You'll need one copy, but it doesn't hurt to have a few on hand. When you order goods from the Internet, it can be difficult to stop. In Varshavka, there is a photocopier directly at the post office, 15 R per copy.

Copies of documents of relatives. If the parcel contains a lot of goods that you ordered for family members, copies of their passports will be required to prove that you ordered the goods not for sale, but for relatives. It should be clear from the copies that these are your relatives. If it is not clear - copies of documents that establish kinship: marriage certificates, birth certificates.

Purchase confirmation- an invoice from the online store and confirmation of payment. The invoice is usually downloaded on the store's website, and the check - in the Internet bank. According to the invoice and receipt, it should be clear that it was you who paid for the goods.

Descriptions of what is in the package. You need to be ready to explain to the customs officer what is in the parcel, with pictures. Photos of the goods from the site, printouts of the pages of the online store will do. If there are a lot of different things in the parcel, documents are needed for everything: the customs officer may have questions about a particular thing. Last time, when I went to customs, I had a dozen photos of the goods in the parcel, the customs officer studied them with great interest, asking, “What is this? But here? And how does it work?" The photos helped a lot.

14 days

period of storage of the parcel at customs

Cash to pay the fee: if you have exceeded the limit in value - 30% of the value exceeding the limit; if exceeded by weight - 4 € for each kilogram of overweight. All in terms of rubles. In Moscow, Varshavka does not accept cards, but there is one Post-Bank ATM. Whether it will work and whether there will be money in it is unknown.

From household items it is worth taking one more thing.

Thermos of tea and a snack. It's easy to spend 5-7 hours in line to the inspector. You can go out, at the post office you can drink coffee from the machine, but I prefer to take my own.

A set of bright Post-its stickers and an unusual marker. You will be surprised why they are useful. For now, just toss it in your bag.

On Varshavka, according to my observations, Mobile Internet catches badly. If you planned to watch TV shows via the Internet, it is better to download them to your tablet in advance. If you are working with google docs, install the extension for "Chrome"to work without the Internet.

Pay attention to customs days and opening hours. In Moscow, on Varshavka, individuals are not accepted on Monday, and on Saturday there is a short day. It is better to come from Tuesday to Friday right at nine in the morning, or even at half past eight.

What to do in line

Different customs work differently: somewhere it's a complete hell, somewhere it's a civilized place. I'll tell you about the customs at 37 Varshavskoye Shosse, where parcels are received by those who ordered them to Moscow. It was my best years.

Customs on Varshavka is a dozen windows, of which at best two worked with me - they say there are not enough staff. The queue moves slowly. The electronic queue boards hang but don't work, so every time I was there, I had to stand in a live queue.

The peculiarity of the live queue at this customs office is that it moves terribly slowly (with me, 3-4 people per hour passed through two windows), and people often leave without waiting. Decent people leave, having previously introduced those who are behind them to those who are in front of them. But it happens that 2-3 people from the middle of the line silently give up, and then you can’t find the ends, who was behind whom. Start screaming, tantrums and waving hands.

500 €

limit on duty-free purchases abroad per month

Advice. Bring along a set of colorful Post-its and a bright marker. If there is a live queue at your customs office, write the numbers on these brightly colored pieces of paper and distribute to everyone as if it were an electronic queue.

You are not obliged to do this, but with this gesture you will greatly simplify life for everyone, first of all for yourself. When a person has a bright piece of paper with a number in his hands, he calmly feels in line, no one asks: “Girl, who are you after?”, There is no problem that “A young man was following me, but he left, but you hold on here are the women in red. Be the person who put things in order in the queue. You will not be thanked, but you will spend the next 3-4 hours in peace. If not you, then who?

If stuffy. If you are in Varshavka and you feel stuffy - find an air conditioner panel near the information stand. She works. Press the button - it will be easier for everyone.

What to do with the inspector

When it's your turn, give the inspector a notice. He finds your case and starts working with you. He will ask questions and ask for clarification about the things in the package. Show him all the documents that you have prepared in advance.

The inspector has no parcels; he has never seen them and never will. He only looks at documents. Therefore, to offer the inspector to open the package and make sure of something for yourself will not work. The parcel itself is somewhere in the warehouse two floors below, completely different people will give it to you.

All the inspectors I came across were calm, methodical and friendly. They worked slowly but carefully. If there was something I did not understand, everything was explained to me. When they were rude and snapped because of the long wait, they doomedly shrugged their hands. I did not meet any hellish scoop and rudeness, although people in the queue constantly complained about changes in the rules and inaccurate instructions.

Here you need to understand that we are dealing with people who, in turn, deal with papers and regulations. They must comply with all the formalities and rules, this is their task. If the inspector violates something or makes a mistake with the papers, he will be sent for it. However, he is human and can make mistakes. But in the end, we do not need him to do everything right - we need to understand what specific actions this particular inspector expects from us in order to release our specific package.

Advice. Try to do everything to the maximum on the spot, without transferring work to the next day. For example, the inspector may ask you to write some kind of explanation. Agree that you will come back without a queue in 10 minutes.

If you postpone the case until tomorrow, then you may come across another inspector, and instead of an explanation, he may ask for another document or even send you to some mysterious department that no one has ever heard of. All the people who returned with me the next day always started the proceedings from the beginning and were very annoyed that each new inspector demanded some new things from them.

What not to do at customs

Don't mention the words "for sale". The inspector will decide that this is a commercial shipment, and you do not pay duties.

You should not say the words "surveillance", "tracker", "hidden audio recording", "encryption". All encryption tools must undergo a special check in the authorities. If, for example, you ordered a computer or microcontroller from abroad, keep quiet that you can encrypt something on it or monitor something.

Don't joke about guns and drugs. Imagine how many times the inspector has heard this joke.

Do not freak out and hysteria. The inspector works according to the regulations and sits behind the glass. He is all our psychos to the bulb. But if your proceedings with the inspector drag on, your colleagues will see in turn that you are slowing down the whole process - they can arrange a people's court.

Payment of duty

The likely course of events is if you ordered something expensive from the Internet and exceeded the limit on duty-free import, which is now 31 kg and 500 € per month. In case of excess, you will have to pay an additional duty of 30% of the value exceeding the limit, or 4 € for each kilogram of excess. Most likely, even with this surcharge, the purchase will be cheaper than in Russia.

The fee is paid by postal money order, which can be issued right there at the post office. They take a commission.

For payment, you will need a passport and an invoice for the fee, which will be issued by the inspector. The post office operator will accept the money and issue a check, with the check you need to return to the inspector and get his blessing to release the parcel.

What if you don't go

If you do not go to customs before the expiration date of the parcel, most likely it will be sent back to the store. Most often, stores return the cost of the goods, but withhold the cost of delivery. It may make economic sense, see.

Let's say you ordered a product for 490 €, but it so happened that this month you have already bought goods for 500 € and exceeded the duty-free threshold. You will need to pay an additional fee of 150 € and spend time at customs.

Five hours at customs costs you some money. Let's say you earn $500 an hour. A trip to customs, not counting transport and overhead costs, will cost you 2-3 thousand rubles. But the goods will be immediately.

On the other hand, you can ignore the product, wait for it to return to the store, get a refund and order it again when the limits are reset. The goods will be in 1.5-2 months, but they will immediately be at the post office near the house.

Two savings options

Go to customs, pay the fee:

• −150 € of duty;
• −2500 Р for time;
• -5 hours of life.

Total:−23 200 Р, −5 hours of life, goods immediately.

Do not go to customs, reorder the goods:

• −60 € for return shipping;
• −60 € for redelivery;
• +5 hours of life.

Total:−8600 R, goods in two months.

How to keep your mind at customs

1. If you are waiting for an expensive package from abroad, add its track to your Personal Area on the Russian Post website to be aware of the fate of that parcel. So you do not miss the moment when she gets stuck at customs.
2. Don't hesitate until you receive an official letter from customs. Go there without a letter only if the parcel is about to expire. Now the shelf life is 14 days.
3. Take a copy of your passport, cash and all conceivable documents for the purchase, including a bank statement for the purchase. Product photos, screenshots from the site - print everything.
4. Collect as many documents as possible to resolve issues with the package in one trip. Better to print ten extra pages than spend ten extra days going to the inspectors.
5. Get ready for 5 hours in line. Organize a live queue yourself so that no one freaks out.
6. First study what is prohibited for import into Russia, and if possible do not provoke the customs officer with these words.
7. If the problem is duties, consider what is more profitable: pick up the goods at customs now or re-order it in a month or two.

Buyers of Chinese goods on Aliexpress, Pandao, Joom and other sites, since April 2018, regularly began to observe a special status « Customs clearance not passed", which appears at the moment the parcel crosses the border. Such a strange wording, to put it mildly, causes panic, so it’s worth explaining everything right away. In this article, you'll learn what this tracking status means, what you should do, and how seriously you should take this notification.

Meaning

Let's immediately decide on the actual designation of the status. "Customs clearance"- this is the passage of customs by the parcel, in particular, a set of formalities that provides for checking the registration of the parcel (correct filling, address), including the collection of duties. Any cargo crossing the border passes through this, and the process itself is automated.

Compliance with the established clearance standards, payment of taxes and fees are the key to successful customs clearance. But in AliExpress, the situation is slightly different. Previously, there was no such inscription in the tracking statuses of Aliexpress goods, but now there are three statuses related to customs:

1. Customs clearance started;
2. Customs clearance has been successfully passed (or not passed);
3. Released by customs.

As a rule, this whole procedure takes place already in the territory of the recipient's country. For example, we already wrote about the postal and customs hub of the Russian Post in, which, in conjunction with the MR LC Vnukovo, processes the lion's share of parcels from China.

What does "Customs clearance not passed" mean?

The emergence of such a status for many came as a surprise. At the same time, the problem has become widespread. starting at the end of April.

It should be noted that in most cases there is no reason to worry. Already within 3-5 days the parcel will continue on its way. You can see this using tracking. Opening the parcel and checking the contents was also not detected in such situations.

We choose profitable cashback service for aliexpress

There is an opinion among recipients that such a status is a consequence of a familiar machine translation from Chinese into Russian. This is quite logical, because if there were problems with documentation and taxes, no one would receive the goods, but in reality the situation is the opposite. A logical conclusion follows from this - the appearance of a message just the opposite means a successful check.

Of course, one should not exclude the emergence of a real problem associated with the clearance of goods and the passage of customs. It is important to know and be able to defend your interests. Fortunately, the Aliexpress service allows you to solve most unpleasant situations by opening disputes.

What to do when a status occurs?

First of all, do not worry, as in most cases this does not mean problems. Follow the status of the parcel on the website of the Russian Post. It is noteworthy that in the starting nodes through the Russian Post service, there is no such status. Usually during the first three days the package continues to move without slightest participation recipient. However, if after 5 days this did not happen, then it is worth contacting customs and finding out the reason for the delay.

If earlier it was possible to return the money in full in almost any situation by opening a dispute, now things are more complicated. When such a situation arises, in most cases it is possible to return the money, with the exception of the cost of transportation. There are already cases when the cargo is delayed or requires payment. The goods are not returned to the sender, and the recipient does not receive the order, and quite rarely can return at least part of the amount back.

What is the reason for the phenomenon? When opening a dispute, in order to prove your case, you must provide certified documents indicating the reason for the detention of the parcel by customs. 7 days are allotted for this, but at the same time, making a request and receiving a response may take more than a day. Calling to hot phone customs service, ask them to send documentary evidence that the parcel is delayed due to the seller. Attach this document, a screenshot of the copy of the order and a screenshot of the tracking to the dispute.

By the way, check out this article too: Aliexpress - Processing Departure from inward office of exchange

Supplier Responsibility:

• lack of invoice;
• lack of certificates and licenses;
• registration of goods at a reduced price;
• counterfeit.

Recipient's responsibility:

• ordering prohibited goods;
• payment of duty.

From what was said earlier, it follows that even if the parcel is delayed due to the fault of the seller, it is not always possible to return the money and / or receive the goods. It is likely that the Aliexpress service will change its attitude towards such incidents in the future.

Summing up

So, we found out what “Customs clearance failed” means and the reasons for the appearance of such a status when tracking a parcel. As a rule, this does not predict any problems for the buyer and the purchase continues successfully. However, one should not exclude the possibility of incorrectly filling out documentation and other factors that raise questions from customs officers. It is possible to provide information about the reasons for the detention by telephone with the service employees, but then either wait for the parcel to arrive, or open a dispute with the seller.

It is the responsibility of every AliExpress seller to guarantee the timely delivery of the goods. If you purchased an item on AliExpress.com and did not receive it within the timeframe specified by the seller, you are eligible for a full refund.

The maximum guaranteed delivery time for an order with Aliexpress is 60 days (90 days for delivery to Russia, 120 days to Brazil). If you buy any product in this online store, your rights are protected in case of non-receipt of the goods within the specified time.

One of the reasons for the non-delivery of the parcel to the buyer may be that it did not pass customs.
Earlier in our Aliexpress customs article, we talked about what goods cannot be moved across the border, as well as customs rules and restrictions for Russia, Kazakhstan, Ukraine and Belarus.

If the package didn't go through customs control, it is returned back to the sender.
In this article, we will talk about what to do if, nevertheless, your parcel with an order from Aliexpress did not pass customs.

Reasons why the parcel does not go through customs
From the seller's side:
- lack of a license or certificate for the product;
- no invoice;
- counterfeit products.

From the buyer side:
- import of prohibited products (goods);
- in some cases, non-payment of customs duties (if the cost limits are exceeded).

What if with the packagealiexpressdidn't get through customs?
Depending on whose fault the parcel with the order from the Aliexpress website did not go through customs, your further actions depend.
Before opening a dispute, wait until the parcel returns to China, so it will be easier for you to argue your arguments in the dispute.

If the parcel did not pass customs through the fault of the seller , as additional documents dispute, please contact customs service(check the number hotline) and ask them official document that the package was returned due to violations on the part of the seller, and you can additionally attach screenshots from the pages of the services where it was tracked.

1. In the "My Orders" section on the Aliexpress website, find the order that you did not receive due to the fact that it did not go through customs.
Next to the product description, click the "Open a dispute" button:

2. After clicking the "Open Dispute" button, you will see a window where you will be offered "Return only" or "Return of goods and money". In our case, we press the button "Only return":

You should see such a window in which you need to fill out a small questionnaire:
To the question "Did you receive the goods"? we answer - "Not".

Problems with the delivery of goods (Logistics tracking problem)
- Order protection is expiring, but the package is still on the way
- Transport company returned the order
- There is no tracking information (this item is often gray and unavailable due to the fact that the seller seems to have given a track, so if the parcel is not tracked, it is better to choose the first item, i.e. Order protection is expiring, but the parcel is still on the way)

Customs problems
- The customs duty is too high, I don't want to pay

Other
- The seller sent the order to the wrong address.

We indicate the refund amount (order value) and indicate the details why you want to return the money (the reason for the dispute must be described in English, if you do not know English, then I advise you to use an online translator).

Also, as evidence, I advise you to attach a screenshot from the page where you can see the tracking route, as well as, if available, a response from the customs service.
After filling out this short questionnaire, click the "Submit" button.

All disputes are open.

3. According to the rules of Aliexpress, the seller has 5 days for which he can accept your dispute or offer his own solution to the dispute and can attach his evidence, and if the seller does not respond in any way, the dispute will automatically close in your favor.
If you come to an agreement, the dispute will be closed and you will need to wait for a refund for the purchase.

If the package did not pass customs due to the fault of the buyer , then you will be deducted the cost of delivery since the package with the order will be returned back to the seller in China, but in this case, the seller of the dispute must also argue for such a recovery. The seller himself must, as they say, take the initiative and then, after considering the aggravated dispute, you will be refunded either the full cost of the order or taking into account the deduction of postage.

If negotiations in a dispute do not lead to anything, then the dispute will escalate. If the dispute escalates, it goes to the representatives of the administration of the Aliexpress website.
An aggravated dispute is usually considered within a week and its decision can be both in favor of the buyer and in favor of the seller, it all depends on the reasons and arguments.

Will I get my money back if the parcel from Aliexpress did not go through customs?

If your package with an order from Aliexpress did not pass customs, then after the dispute process is completed in your favor, you will be refunded the money for your purchase.
After the dispute is closed, the money is returned in standard terms from 3 to 15 days to where you paid for your order from (to your wallet or bank card).

If your package with an order from Aliexpress did not go through customs due to the fact that you did not pay customs duty, then after the completion of the dispute, you will be returned the money, while most likely will deduct the shipping cost.
In some cases, after the dispute is over, the money goes to the seller, even if the buyer has not received the goods.
Most often this happens when the parcel is subject to customs duty.

Interesting facts about parcels at customs
-

Each parcel is passed through a special X-ray machine (scanned), with which its contents are viewed. If employees discover that the mailing contains unacceptable (prohibited) items, it can be opened and inspected.
-

If the customs officer doubts the declared value of the parcel, they can open it and inspect it. If the customs officer sees a difference in the estimated cost of the parcel and the price of the goods in one of the catalogs (he can use the Internet), then he can overestimate the contents of the parcel.
-

In the event that customs officers have discovered an "overload" of the parcel or found out that the price of goods exceeds the duty-free limit, then the parcel is sent to the recipient in the post office in the same way. A customs notice will be attached to the shipment, which will indicate the amount payable for exceeding the norms (duty).

Do you have any questions? ask your question at

When making online purchases abroad, you should understand that parcels from Aliexpress are checked by customs. In some cases, it may be necessary to provide passport data and TIN.
There are also other problems with customs. In this article, we will look at how to proceed if the customs does not let the parcel through.

Fans of foreign online shopping are better off studying the algorithm in advance on how to act in case of a delay in customs clearance of an order with Aliexpress.

There are a number of reasons why an item from Aliexpress may “freeze” at the stage customs clearance:

1. Employees suspected a commercial shipment (for example, the order contains a number of identical items).
2. The cost of the goods sent is deliberately underestimated.
3. The weight of the parcel does not correspond to that stated in the accompanying documentation.
4. The seller did not include Required documents or they have errors.
5. Customs needs to clarify the information about the sender.
6. The product is included in the list of prohibited items for import (drugs, weapons, spy equipment, valuable art objects, etc.). In this case, the parcel is arrested and an investigation is carried out.
7. Counterfeit products that infringe copyright are moved, such as counterfeit Cell phones.
8. The weight of the parcel exceeds the allowed limit of 31 kg, and the payment of duty by the buyer is required.
9. total cost goods is 200 euros or more. Or, orders to the same buyer for an amount exceeding 200 euros have already passed through customs for a month. In this case, the recipient is also obliged to pay the fee.

Note! To control duty-free limits, customs uses the TIN and passport data that the buyer indicates when placing an order for Aliexpress.

And if you become aware of the very fact of the delay quite soon - through the mail tracking service, or from the delivery service, then no one will tell you the reason for the problems with customs. To find out, you will have to contact directly with customs authority.

What to do if the order is stuck at customs

The term of customs clearance is not a constant value. It happens that parcels "skip" the stage in just a few hours, but sometimes the procedure is delayed for 3-5 days, and this is also considered normal. In any case, until this period has passed, you should not panic. Just periodically check the status of the package through the tracking system, and be patient. Perhaps the delay is due to technical problems or high customs workload, and in the near future your order will be safely released and sent to your post office.

Be careful! When opening a dispute due to the delay of goods at customs, get ready to prove that your fault is not here. Otherwise, there is a high risk that the decision will not be made in your favor.

How and when to open a dispute on Aliexpress

The standard period of stay of a delayed parcel from Aliexpress at customs is 14 - 30 days from the date of notification of the recipient, depending on the type postal item. After this time, the order is sent back to China. It is at the moment when the track shows that the goods are being returned that negotiations with the seller can begin. Perhaps he will not bargain when he sees that the package is already on the way, and will agree to return the full cost of the goods to you.

If you yourself are to blame for problems with customs, a good compromise would be to agree on a refund, minus shipping costs. Agree to this option, because if you decide to aggravate the dispute, Aliexpress can take the side of the seller, and you will lose not only the goods, but also the entire amount paid for the order.

Postal rules state that until the package is delivered to the buyer, the responsibility for it lies with the seller. He is obliged to search for the loss himself, resolve issues with documents, and in case of non-receipt by the client, compensate him for the cost of the goods.

However, in the case of a customs return, everything is not so simple. If the goods ordered for Aliexpress are detained at customs, the site places the burden of proof on the buyer and allocates him only 7 days for this. Moreover, a screenshot from the order is, as a rule, not enough, and when opening a dispute, they are required to provide “live” documents with seals and signatures.
At the same time, a request to the customs service to obtain the necessary papers can be processed up to 30 days.
Therefore, before opening a dispute, visit the distribution post office.

Be sure to take with you:

1. Passport (original and copy), TIN, tracking number of the parcel.
2. Copies of documents of relatives, if the order contains the same type of goods, so that customs has no doubt that the items were bought for their personal use.
3. As complete as possible information about the goods: their list, photos, links, description, purpose, etc.
4. Bank statement confirming payment for goods, invoices, other financial documents.

Try to resolve all issues with customs, if necessary, pay the fee.
Based on a request public service will issue you official papers containing the rationale for refusing customs clearance.

As soon as the documents are in your hands, boldly and be sure to attach scans within a week.

Do not despair if you do not have a customs office nearby to quickly collect documents. When you open a dispute, write to the mediators that you live in a remote place and do not have the opportunity to receive an answer within the allotted time. Attach a screenshot from the order with your address and Google Maps, where indicate the distance to the nearest customs office. In the parcel tracking service, take a screenshot of the information about returning the parcel to the seller. Be sure to refer to the postal convention obliging the sender to be responsible for the parcel until it is handed over to the buyer.

Frequently asked Questions

The message "Customs clearance error" or "Customs clearance requires additional information.". What to do?

First of all, you need to wait a few days.
In many cases, this status changes to "Customs Released" and the package continues on its way.

If this does not happen, several options for further development of events are possible:
1) After a while, the parcel will be returned to the seller
2) The customs will contact you or you will contact the customs.
3) The parcel is "lost" at customs. This doesn't happen often, but it does happen.
Accordingly, you can either wait and follow the track number, or try to contact the customs yourself.
Attention: If we are talking about Chinese customs, the seller must contact her and provide the necessary documents.

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The parcel did not pass customs - what to do in this case

5 (100%) 1 votes

Each seller from the Aliexpress site guarantees buyers timely delivery of goods. If you ordered something on the site, but did not receive the package on time, then you have every right to return the funds spent in full. The maximum guaranteed delivery time for goods from AliExpress is 90 days for shipments to Russia, 120 - to Brazil, 60 - to other countries. If you have not received the goods within the specified period, then the dispute on the return of funds will certainly be resolved in your favor.

Sometimes parcels do not reach the addressee due to the fact that they simply do not go through customs. Therefore, before that, study the customs rules of your country and restrictions on the importation of goods. If the parcel does not pass customs control, then it is returned to the seller, and sometimes even disposed of.

Why can a Chinese parcel not go through customs?

For customs in each country there are rules, the violation of which is fraught with the return of the parcel or even its disposal. Possible violations by the seller:

• there is no certificate or license for the goods;
• missing invoice;
• the product is counterfeit.

Sometimes the customs does not let the parcel through due to the actions of the buyer. Possible violations by the buyer:

• ordering goods prohibited for import into the country;
• have not been paid customs duties when exceeding the limits of cost or weight.

What to do if the customs did not miss the parcel?

All yours further actions will depend on the reason why the package did not go through customs. If the seller made a mistake, and the customs did not miss the parcel through his fault, then it will be much easier for you to return your money. Naturally, the main and only tool for solving the problem will be a dispute on Aliexpress. Do not open a dispute until the parcel is in China. This will buy you time to get evidence, and it will be easier for you to provide all the necessary arguments in favor of your position.