- The shipment has been delivered to customs or
- into foreign custom
- Additional import documentation is required for clearance
- CARGO DATA IS PROCESSED BY THE CUSTOMS BROKER. WAITING FOR CUSTOMS CLEARANCE
- etc.
After this, you need to call the Customs Service and continue to act according to their instructions. If you know from tracking exactly where the parcel arrived, then it’s better to go there immediately by finding phone numbers on the Internet. For example, the tracking may indicate that the parcel is located at the Sheremetyevo terminal. Contact details for the Customs Service can be found on their website.
Why might my parcel be detained at customs?
1 Failure to comply with forwarding rules, incorrect execution of documents by the sender, finding prohibited items.
2 The cost of the parcel exceeded the duty-free limits
Failure to comply with forwarding rules
If the shipping rules were violated or the sender filled out the documents incorrectly, then most likely the customs office will send your parcel back to the sender. This is a rare case and we will not dwell on it in detail, since in this case you are unlikely to be able to prove anything to customs or correct anything. The main thing that needs to be done in this case is to return the money paid to the online store back. If customs sends the parcel back due to violations, the online store, as a rule, returns the money back to the card. But in many stores, for this you will have to fill out a special application on the website or write a letter, since by default the online store may not do this. All decent online stores have a customer service that deals with such issues. Sometimes refunds may take some time and may involve sending reminder emails. But in the overwhelming majority of cases, the money will be returned sooner or later, depending on the efficiency of the online store’s customer service.
The cost of the parcel exceeded the duty-free limits
In what cases can duty-free limits be exceeded:
1 in the parcel are personal goods worth more than 1000 euros or 31 kg (if the shipment was sent by EMS or state mail)
2 customs recognized the consignment as commercial, i.e. not intended for personal use. For example, if a parcel contains 10 pairs of jeans, then most likely the batch will be recognized as commercial.
3 the parcel was sent via courier services DHL, UPS, etc. and exceeded the limit of 200 euros or 5000 rubles. (depends on the courier service).
More information about customs rules and duty-free limits - Rules for customs clearance and duty-free import.
So, customs decided that the parcel requires payment of duties.
If the parcel was sent by regular Russian Post, then if the limit was exceeded duty free limit or the batch is recognized as commercial, then you will receive a notification by mail instead of a parcel about the need to declare the goods.
If the shipment was sent through courier services UPS, DHL, FedEx, etc., then they, as a rule, will offer you their services for customs clearance, which you have the right to refuse and arrange everything yourself.
You can always refuse to receive the parcel. In this case, she will go back. The store will most likely return your money for the goods, but the money for delivery, if it was not free, will not be returned 100%.
Sometimes, when ordering goods, you expect that the amount of duty-free import could not be exceeded, but the parcel still gets stuck at customs. This could happen if the online store indicated the amount in the documents without taking into account the discount. In this case, it makes sense to fight at customs by printing out statements from bank card or by requesting an invoice from the online store.
On December 7, the Federal Customs Service of Russia introduced new rules for delivery operators for processing parcels from foreign online stores. The problems started immediately.
Now, in order to receive the parcel, you will need to indicate your tax identification number and links to the purchased goods. On social networks, users complain about parcels stuck at customs, and delivery services say that until the Federal Customs Service signs an addition to the order on the list of those affected by it, the parcels will remain stuck.
Delivery services have already sent out warnings to their users that when making purchases in foreign online stores, they must indicate their tax identification number along with their passport data (the requirement applies only to Russian citizens) and links to the pages of the online store with a description of each product. This innovation will not affect parcels, delivery of which from the sender to the recipient is carried out through Russian Post.
Anastasia Solopeko writes on Facebook that her order from an English online store, placed on November 29, has been “stuck” at customs since December 1, and only after calling the delivery company did she find out that now it is impossible to receive the parcel without a Taxpayer Identification Number (TIN).
“So if you ordered something and this “something” is not coming to you, call and figure it out. For some reason, they themselves do not send messages demanding that they fill out the customs form again,” she warns.
The Boxberry delivery service told the BBC Russian Service that the parcels will remain in a “frozen” state until the Federal Customs Service signs an addition to the order on the list of services for which it applies.
When asked when it will be signed, Operations Director Yaroslav Polishchuk found it difficult to answer. “We have no understanding, they don’t tell us anything,” he said.
Polishchuk said that about 25-28 thousand Boxberry orders They are now at customs without a tax identification number. “It accumulated over three days,” he says.
The BBC Russian service was unable to promptly contact the Federal Customs Service with the question of when the additions would be signed - the press service's telephone numbers were unavailable all day.
At the same time, DPD services in Russia and SPSR Express there are no delays with parcels from foreign online stores, the head of the department told the BBC Russian Service international transport Evgeny Privalov.
In the delivery service Pony Express reported that on December 4 they began to notify clients about the need to provide a TIN, so they received “a fairly high response.” The company found it difficult to provide accurate data on “stuck” parcels.
Seven month experiment
Letters from delivery services say the new data is needed to “confirm the stated value of the goods.” The operators refer to the FCS order dated November 24. Requirements apply only to orders individuals for personal use.
The press service of the Federal Customs Service told Kommersant that the Taxpayer Identification Number (TIN) and references to goods are needed to determine their value and weight, as well as to reduce the risks of importing goods using dummies. This way, customs will check whether the duty-free import threshold is exceeded. Now it is no more than 1000 euros and 31 kg per month.
The BBC Russian Service was unable to find the order published by the Federal Customs Service. A copy of it was posted on its website by the Boxberry delivery service.
According to the document, the innovations will be in effect until July 1, 2018; the initiative is called an “experiment.”
It follows from the text of the order that this experiment is being introduced to strengthen control over the accuracy of the documents provided in the customs declaration. The order establishes the need for the Federal Customs Service's main anti-smuggling department to conduct a quarterly analysis of passport data. Information about invalid passports must be submitted to analytical management customs service.
So, no matter how sad it may sound, “let’s stock up on popcorn”...
08.12.2017 20:15:43 / 68769
To track your parcel you need to take a few simple steps.
1. Go to home page
2. Enter the track code in the field with the heading "Track postal item"
3. Click on the "Track parcel" button located to the right of the field.
4. After a few seconds, the tracking result will be displayed.
5. Study the result, and especially carefully the latest status.
6. Forecasted delivery period is displayed in the track code information.
Try it, it's not difficult ;)
If you do not understand the movements between postal companies, click on the link with the text “Group by company”, which is located under the tracking statuses.
If there are any difficulties with the statuses on English language, click on the link with the text “Translate into Russian”, which is located under the tracking statuses.
Carefully read the "Track Code Information" block, there you will find estimated delivery times and other useful information.
If, when tracking, a block is displayed in a red frame with the heading “Pay Attention!”, carefully read everything that is written in it.
In these information blocks you will find 90% of the answers to all your questions.
If in the block "Pay Attention!" it is written that the track code is not tracked in the destination country, in this case, tracking the parcel becomes impossible after the parcel is sent to the destination country / after arriving at the Moscow Distribution Center / Item Arrived at Pulkovo / Arrived in Pulkovo / Left Luxembourg / Left Helsinki / Sending to the Russian Federation or after a long pause of 1 - 2 weeks, it is impossible to track the location of the parcel. No, and nowhere. Not at all =)
In this case, you need to wait for a notification from your post office.
To calculate delivery times in Russia (for example, after export, from Moscow to your city), use the "Delivery Time Calculator"
If the seller promised that the parcel would arrive in two weeks, but the parcel takes more than two weeks, this is normal, the sellers are interested in sales, and that’s why they are misleading.
If less than 7 - 14 days have passed since the receipt of the track code, and the parcel is not tracked, or the seller claims that he sent the parcel, and the status of the parcel “the item pre-advised” / “Email notification received” does not change for several days, this is normal, You can read more by following the link: .
If the status of the mail item does not change for 7 - 20 days, do not worry, this normal phenomenon for international postal items.
If your previous orders arrived in 2-3 weeks, and new package it's been traveling for more than a month, this is normal, because... Parcels go on different routes, in different ways, they can wait for 1 day to be sent by plane, or maybe even a week.
If the parcel has left sorting center, customs, intermediate point and new statuses are absent within 7 - 20 days, do not worry, the parcel is not a courier who brings the parcel from one city to your home. In order for it to appear new status, the package must arrive, unload, scan, etc. at the next sorting point or post office, and this takes much more time than just getting from one city to another.
If you do not understand the meaning of such statuses as Reception / Export / Import / Arrived at the place of delivery, etc., you can look at the breakdown of the main statuses of international mail:
If the parcel is not delivered to your post office 5 days before the end of the protection period, you have the right to open a dispute.
If, based on the above, you do not understand anything, read these instructions again, and again, until you are completely clear;)
IN this moment In China and throughout the world, the coronavirus is actively spreading, for this reason air exchange and delivery are severely limited parcels are coming slower than usual, but as of March 1, 2020, postal traffic has not been (completely) suspended with any country.
Don't worry if the status of the mail/order does not change for 1-2 weeks and is in the following condition:
- Treatment
- Waiting to be sent
- Sent to destination country
- Export / Export international mail
- Import / Import of international mail
While the protection is in effect, wait and don’t worry, if the order is not in a hurry, you can even extend the protection period.
Keep an eye on the order protection counter, and if the parcel does not arrive within the time specified in the order details, extend the protection period or open a dispute.
P.S. Do you have anything to add to this section? Write to support@site
You are on the postal tracking site “site” and are required to comply with the rules established by its Administration.
General rules of communication:
All participants of this resource are prohibited from:
Moderators and Administration
- Moderators ensure compliance with the rules.
- The moderator may edit or delete any user message if deemed necessary, without giving reasons.
- The moderator may block or delete the Profile of a user who has violated these Rules without giving reasons.
- A moderator can block a user's profile for trolling visitors, moderators, or administrators.
- These actions can also be carried out by the Administration.
- The Administrator and Moderators have the right to solve a specific problem at their own discretion if it is not reflected in these rules.
Buyers Chinese goods on Aliexpress, Pandao, Jum and other platforms, since April 2018 they regularly began to observe a special status « Customs clearance failed", which appears the moment the parcel crosses the border. Such a strange formulation, to put it mildly, causes panic, so it’s worth clarifying everything right away. In this article you will learn what this tracking status means, what you should do and how seriously you should take this notification.
Meaning
Let's immediately define the actual status designation. "Customs clearance"- this is the passage of a parcel through customs, in particular, a set of formalities that involves checking the registration of the parcel (correctness of filling, address), including the collection of duties. Any cargo crossing the border goes through this, and the process itself is automated.
Compliance established standards registration, payment of taxes and fees are the key to successful customs clearance. But in AliExpress the situation is a little different. Previously, this inscription was not included in the tracking statuses of Aliexpress goods, but now there are three statuses related to customs:
- Customs clearance has begun;
- Customs clearance has been successfully completed (or failed);
- Released by customs.
As a rule, this entire procedure takes place in the recipient’s country. For example, we have already written about the postal and customs hub of the Russian Post in, which, in conjunction with the Vnukovo MR LC, processes the lion's share of parcels from China.
What does “Not cleared through customs” mean?
The appearance of such a status came as a surprise to many. 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. Within 3-5 days the parcel will continue its further journey. You can see this using tracking. Opening the parcel and checking the contents is also not detected in such situations.
Choosing a profitable cashback service for Aliexpress
There is an opinion among recipients that this status is a consequence of the 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, on the contrary, means successful completion of the test.
Of course, one should not exclude the possibility of a real problem related to the registration of goods and customs clearance. It is important here 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, don't worry, as in most cases this does not mean problems. Monitor the status of your parcel on the Russian Post website. It is noteworthy that in sending nodes through the Russian Post service there is no such status. Usually, during the first three days, the package continues to move without the slightest intervention from the recipient. However, if this does not happen after 5 days, then you should contact customs and find out the reason for the delay.
If previously it was possible to return the money in full in almost any situation by opening a dispute, now things are more complicated. When similar situation, in most cases it is possible to return the money excluding the cost of transportation. There are already cases where 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.
What is the reason for the phenomenon? When opening a dispute, to prove that you are right, you must provide certified documents indicating the reason for the detention of the parcel by customs. 7 days are allotted for this, but filling out a request and receiving a response may take more than a day. By calling hot phone customs service, ask them to send documentary evidence that the parcel was detained due to the seller. Attach this document, a screenshot of the order and a tracking screenshot to the dispute.
By the way, read this article too: Aliexpress - Processing Departure from inward office of exchange translation into Russian
Supplier Responsibility:
- invoice shortage;
- 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.
Let's sum it 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 incorrect completion of documentation and other factors that raise questions among customs officers. It is possible to provide information about the reasons for the detention by telephone to the service employees, and then either wait for the parcel to arrive, or open a dispute with the seller.
All parcels are delivered from China. Accordingly, there are many features that everyone should know about. Some users may have problems with customs for various reasons and have to. Let's find out in what cases this is worth doing and how not to end up losing.
In what cases should you open a dispute on Aliexpress if there are problems with customs?
When should you open a dispute on Aliexpress?
According to postal rules, until the parcel is received, it is considered the property of the sender. Accordingly, all responsibility regarding paperwork, search in case of loss, and so on, rests with the seller.
Moreover, according to the rules, if the client never received the goods, then he has the right to demand a full refund. Also, if the ordered item is no longer needed, then after 30 days the post office will send the purchase to the sender, and the buyer can return it via . Previously, there were no problems if the goods did not pass control at customs, it didn’t even matter for what reason. It was enough to send a screenshot that the parcel was returned and Aliexpress transferred money.
Although more often certain difficulties began to arise for those whose parcel was sent back or who do not want to pay the duty. If you open a dispute due to problems with customs, then you will have to choose one of the possible reasons.
For example, if a purchase does not have an invoice, license, certificate, it is a counterfeit or the price of the product is greatly reduced, then the seller is responsible for this. But the buyer must ensure that the goods are permitted for import and, if necessary, pay state duty. Thus, if you do not want to pay duty or fill out documents at customs, then the money can be returned to you, but they will only deduct shipping costs.
If you decide, then you will have to collect evidence within seven days that the parcel could not pass control due to the fault of the seller.
Street note what to collect necessary documents During this time it is very difficult, because only the request is registered within three days, and the documents themselves can take up to 30 days to prepare. That is, it is extremely difficult to fit into the framework and it is not even the fault of the buyer.
However, it is not a fact that the seller had nothing to do with it. It happened that the seller did not fill out the customs declaration or accidentally indicated the cost of the goods significantly higher and the purchase went beyond the limits and had to pay a large state duty. In addition, it also happens that the seller sends a copy of the brand, for example, a smartphone, but customs does not let it through, since it is counterfeit. Or the cost may be greatly underestimated, which is obvious to customs officials.
Unfortunately, practice shows that buyers are less and less likely to win disputes when returning goods from customs to the seller. Basically, when a dispute escalates, people attach a screenshot that the goods are going to the seller and write that it is not their fault. But the mediators stand their ground and ask for a document with a seal.
The letters say that in the absence necessary evidence Refund will be received but shipping cost will be deducted. Although it also happens that the seller receives the funds in full, even if the purchase was detained at customs or a state duty must be paid for it. In the end, people are left without a purchase and without money, which is quite sad.
How to open a dispute on Aliexpress due to “Problems with customs”?
Aliexpress dispute - “problems with customs”
First of all, take your time. Please wait for the item to return to China first. Then the seller Aliexpress he will see that the package is coming to him and it will be much easier for him to agree to return the money.
Also, don't rush. It is better to try to resolve the situation directly with the seller. If you are sure that the package is being returned because of you, then agree to a return without shipping costs.
If the seller is at fault, then send a request in advance for a document that the goods didn't miss it through your fault and only then start. This way you can meet the allotted seven-day period to obtain proof of the seller’s guilt.
How to win a dispute on Aliexpress if there are problems at customs?
How to win a dispute on Aliexpress?
On one of the forums, a visitor claims that he won a dispute on Aliexpress in the following way:
- To begin with, he sent a letter to the mediators saying that he lived very far away and would have to wait a month for an official response. Moreover, according to the World Postal Convention, until the order is received, all responsibility rests with the sender, and customs and postal agents did not notify the return in any way.
- Additionally, screenshots were attached:
- Order from your personal account with a dedicated address
- Information from the tracking service, which shows that the purchase was detained at customs
- Also, a screenshot of Google maps was additionally attached, where the distance of the city of customs and the city of residence is marked
As a result, the aggravated dispute was won and no additional documents had to be provided. Remember, if you find yourself in a difficult situation and you do not have the opportunity to request the necessary documents, then try to repeat a similar scheme.
Video: Dispute on AliExpress - how to GUARANTEED TO WIN? Examples of disputes from experience
Such messages are often seen by AliExpress buyers who are waiting for their parcel and tracking its progress. V personal account AliExpress. But this information is often incorrect!
How and where to properly track a parcel from AliExpress? After purchasing a product on the official AliExpress.com section My orders – All orders there is a button on the right side of the screen Check tracking.
When you click on this button, the user is taken to the parcel tracking page, where he can see information about when the parcel was sent, tracking number, name of the logistics company, as well as information about the order number, recipient's address and the name of the store where the product was purchased.
What is the most important information for us? This Tracking Number And Logistics company name.
As a parcel moves from one logistics warehouse to the next, the status of the parcel is updated and items in the list are added. Examples: “Awaiting collection by carrier”, “Accepted by air carrier”, “Left country of origin”, etc.
So day after day passes, the parcel happily moves to its owner, the buyer is happy, waiting for the parcel.
But one day, logging into the user account on the official website AliExpress.com, the buyer sees the status of the parcel: “ Parcel detained at customs Please contact customs or seller" or "". How so? After all, the goods are cheap, fit into customs requirements and are cheaper than 150 euros, and are allowed for shipment. Why is the product detained at customs?
And the whole point is that The AliExpress website provides inaccurate information on the movement of parcels!
Take a close look at your package tracking page and find information about which service will deliver your package to your country.
Click on the active link or find your delivery service through a search engine and see the status of your parcel on the official site. Or we also recommend looking at 17track.
In Ukraine, most often the delivery service will be UkrPoshta. In Russia – Russian Post.
The data that you see in the official AliExpress account is “pulled” from the website of a Chinese logistics company Cainiao, which is part of the Alibaba Group. Due to some technical reasons and imperfect translation in your account on Ali and on the website Cainiao you may see erroneous information.
Phrases: “The parcel was detained at customs. Please contact customs or seller.” and “Customs clearance failed” should not be taken literally! Perhaps the parcel has already cleared customs and is at your post office!
The parcel was detained at customs- this often means that the parcel is simply at customs, lying in a warehouse and waiting for clearance. You need to start worrying only if the parcel does not change status for more than 7 days.
– the same thing, no need to panic and worry. Go to the official website of the delivery service (UkrPoshta, Nova Poshta, BelPochta, Russian Post, etc.) and check the status.
Please contact customs or seller– you don’t need to contact anyone, or print out the AliExpress page and go to customs until you go to the official website of UkrPoshta, Nova Poshta, Belposhta, Russian Post, etc. and look at the official information on your parcel! Do not open a dispute long before the end of protection until you find out where the parcel is, otherwise you may be blocked. A new algorithm for blocking users on Aliexpress.com has now been launched.
In summer, parcels clear customs in 2-3 hours. In autumn and winter from 1 day to a week.
The information in this article concerns parcels with tracking numbers that are tracked. Trackless parcels and parcels that are tracked only in China customs control pass the same way, but the status of customs clearance is for the buyer not visible.
In Ukraine, when you check the parcel track on the UkrPoshta website, you will see completely normal statuses for each foreign parcel: “Transferred to the military control”, “Be in the military: checks the presentation to the police inspector”, “Referred to the military control”. Usually the time corresponds to Chinese information, which supposedly the parcel is detained by customs or customs clearance has not been completed.
Loading...