If the goods have not passed customs. Customs delayed a parcel from Aliexpress: what to do? What if the customs does not allow the parcel from Aliexpress: how to win a dispute? Dispute outcomes due to "the goods did not pass customs"

all parcels are shipped 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 which cases it is worth doing and how not to be a loser.

When is it worth opening a dispute with Aliexpress in case of problems with customs?

When should I open a dispute on Aliexpress?

According to the rules of the post office, until the moment 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 has not received the goods, then he has the right to demand a full refund. Also, if there is no need for the ordered item, then after 30 days the purchase will be sent to the sender from the post office, and the buyer can make a return via. There were no problems before, if the goods did not go through customs control, it did not even matter for whatever 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 the purchase does not have an invoice, license, certificate, it is counterfeit or the price of the product is greatly understated, then the seller is responsible for this. But the buyer must make sure that the goods are allowed for import and, if necessary, pay the state duty. Thus, if you do not want to pay a duty or draw up documents at customs, then the money can be returned to you, but only deducted for delivery.

If you decide, then you will have to collect evidence within seven days that the parcel could not pass the control due to the fault of the seller.

Street note what to collect required documents during this time it is very difficult, because only the request is registered within three days, and the documents themselves can be prepared up to 30 days. That is, it is extremely difficult to fit into the framework and not even through the fault of the buyer.

At the same time, it is not a fact that the seller has nothing to do with it. It happened that the seller did not fill out customs declaration or accidentally the cost of the goods indicated much higher and the purchase went beyond the limits and you 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 it is not allowed by customs, as it is counterfeit. Or, the cost may be greatly underestimated, which is obvious to customs officials.

Unfortunately, practice shows that less and less buyers win disputes when returning goods from customs to the seller. Basically, when a dispute aggravates, people attach a screenshot that goods are coming 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 of the necessary evidence, a refund will be received, but the shipping cost will be deducted. Although it also happens that the seller receives the funds in full, even if the purchase is delayed 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 rather sad.

What is the correct way to open a dispute on Aliexpress due to "Problems with customs"?

Dispute on Aliexpress - "problems with customs"

First of all, take your time. Please wait for the item to return to China first. Then the seller Aliexpress will see that the package is going to him and it will be much easier for him to agree to return the money.

Also take your time. Better try to resolve the situation directly with the seller. If you are sure that the package is returned because of you, then agree to a return without shipping costs.

If the seller is to blame, then send a request for a document in advance that the product did not miss not through your fault and only then start. This way, you can meet the seven-day deadline to obtain proof of the seller's guilt.

How to win a dispute on Aliexpress if there is a problem at customs?

How to win a dispute on Aliexpress?

On one of the forums, a visitor claims to have won a dispute on Aliexpressin the following way:

To begin with, he sent a letter to the mediators that he lives very far away and he should wait a month for an official answer. At the same time, according to the worldwide postal convention, until the receipt of the order, all responsibility rests with the sender, and the customs and postal agents did not inform about the return in any way.
Additionally, screenshots were attached:

Order from personal account with dedicated address
Tracking information showing that the purchase was delayed at customs
In addition, a screenshot of Google maps was attached, where the distance of the customs city and the city of residence was 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 are unable to request the necessary documents, then try to repeat a similar scheme.

Video: Dispute on AliExpress - how is it GUARANTEED TO WIN? Examples of disputes from experience

Although aliexpress gives guarantees for the delivery of orders, nevertheless, a number of goods will never be delivered to the buyer and there are a number of reasons for this. One of them may be that the parcel did not go through customs.

We have already talked about which products.

If the parcel has not passed customs control, it is returned back to the sender. And not always the problem with the passage of customs may be associated with prohibited goods. The package may cause suspicions among customs officials for other reasons.

The shipped product may not have a license or certificate, there may be a lack of an invoice, the product in the parcel may be considered counterfeit, or has a suspicion of a commercial batch. In the latter case, you can try to arrange the import of goods, but you will have to pay a duty.

My package from Aliexpress did not go through customs, what should I do?

Depending on whose fault the package with the order from the Aliexpress website did not go through customs, further actions depend.
One thing is for sure - you will have to open a dispute.

If the parcel did not go through customs through the fault of the seller, as additional documents to the dispute, contact customs service and ask them for an official document stating that the parcel was returned due to violations by the sender, attach screenshots from the pages of the services where the parcel was tracked to the dispute.

When opening a dispute, indicate that you did not receive the goods due to problems with customs (Customs problems), as the required refund amount - the cost of the order. Do not forget to attach the received documents.

If the parcel did not go through customs through the fault of the seller with Ali, the dispute will probably be completely resolved in your favor. If it is your fault in the non-passage of customs, the cost of delivery may be deducted from you. If the seller provides evidence on his part.

Will the money be refunded if the package from aliexpress did not go through customs?

If your package with an order from aliexpress did not go through customs, after the dispute process is completed in your favor, you will be refunded the money for the purchase. Possibly minus shipping costs.
After the closure of the dispute, the money is returned within standard terms - from 3 to 15 days.

In some cases, after the end of the dispute, 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.

Each parcel is scanned at customs. If employees find that by post unacceptable (prohibited) items are sent, it can be opened and inspected.
If the customs officers have doubts about the declared value of the parcel, they can open and examine it.
If the customs officer sees the difference in the estimated value of the parcel and the price of the goods in one of the catalogs (he can use the Internet), then he can re-evaluate the contents of the parcel himself.
If the customs officers find the "overload" of the parcel or find out that the price of the goods exceeds the duty-free limit, then the parcel is sent in the same way to the recipient at the post office. A customs notice will be attached to the shipment, which will indicate the amount to be paid for exceeding the norms (duty).

Every aliExpress seller is obliged to guarantee the timely delivery of the goods. If you purchased an item on AliExpress.com but did not receive it within the time specified by the seller, you are eligible for a full refund.

The maximum warranty period for order delivery from 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 reserved if you do not receive the goods within the specified time frame.

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

If the parcel has not passed customs control, it is returned back to the sender.
In this article, we will tell you what to do if, nevertheless, your package with an order from Aliexpress has not passed customs.

Reasons why the parcel does not pass customs
From the seller's side:
- lack of a license or certificate for the product;
- lack of an invoice;
- counterfeit products.

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

What if with the packageAliexpress didn't go 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 has not passed customs due to the fault of the seller , as additional documents to the dispute, contact the customs service (find out by the number hotline) and ask them for an official document stating that the parcel was returned due to violations by 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 an order that you did not receive because it did not go through customs.
Next to the product description, click the "Open 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, press the button "Return only":

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

Problems with delivery of goods (Logistics tracking problem)
- Order protection is expiring, but the package is still in transit
- 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 package is not tracked, it is better to choose the first item, i.e. Order protection expires, but the package is still in transit)

Customs problems
- Customs duty is too high, I do not want to pay

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

We indicate the refund amount (order value) and indicate the details of 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, the response from the customs service.
After completing this short form, click the "Send" button.

All dispute is open.

3. According to the rules of Aliexpress, the seller is given 5 days for which he can accept your dispute or offer his solution to the dispute and can attach his evidence, and if the seller does not react 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 go through customs due to the fault of the buyer , then the shipping cost will be deducted from you since the package with the order will be returned back to the seller in China, but in this case, the seller in the dispute must also argue for such a penalty. The seller himself must, as they say, take the initiative and then, after considering an exacerbated dispute, you will be refunded either the full cost of the order or taking into account the postage deduction.

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

Will my money be refunded if the package from Aliexpress has not passed customs?

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

If your parcel with an order from Aliexpress did not go through customs due to the fact that you did not pay customs duty, then after the end of the dispute, the money will be returned to you, and most likely shipping cost will be deducted.
In some cases, after the end of the dispute, 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 package is passed through a special X-ray machine (scanned), with the help of which its contents are viewed. If employees discover that inappropriate (prohibited) items are being sent in the mail, it can be opened and inspected.
-

If the customs officer doubts the declared value of the parcel, it can be opened and inspected. If the customs officer sees the difference in the estimated cost of the parcel and the price of the goods in some of the catalogs (he can use the Internet), he can re-evaluate the contents of the parcel himself.
-

If the customs officers find the "overload" of the parcel or find out that the price of goods exceeds the duty-free limit, then the parcel is sent in the same way to the recipient at the post office. A customs notice will be attached to the shipment, which will indicate the amount to be paid for exceeding the norms (duty).

Still have questions? ask your question in

According to postal rules, it is considered that until the delivery of the parcel to the recipient, it belongs to the sender. Therefore, all responsibility for correct filling mailing documents, search for loss, compensation for theft, etc. lies on the shoulders of the seller.

Plus, on Aliexpress, according to the buyer's protection rules, if the buyer has not received the parcel, then he can get back the entire amount he paid for the order. Moreover, buyers who no longer needed the goods could simply not pick up the parcel from the post office and after 30 days it went back to China, and the buyer opened a dispute and returned the money. Moreover, there were no problems if suddenly the parcel did not go through customs. And it didn’t matter for whatever reasons: whether it was goods prohibited for import, or stolen goods, or the need to pay customs duties. Previously, you could easily open a dispute, attach a screen of the tracking system, where you could see that the parcel did not go through customs and went to the seller. In almost 100% of cases, the dispute was resolved in favor of the buyer. After all, he did not receive the package.

But, recently, problems began for those whose parcel was deployed at customs or if the buyer does not want to pay the duty. When opening a dispute for a reason "Problems with customs" you will see a list of reasons why customs usually delay parcels. Reasons such as: lack of an invoice, licenses or certificates, underestimation of the cost of goods, counterfeits are the responsibility of the seller. And the goods prohibited for import and the need to pay customs duties lie on the shoulders of the buyer. That is now, if you are not ready to do customs clearance and pay the duty, you will be refunded minus the cost of shipping.

If you aggravate the dispute for a reason "Problems with customs", then most likely the administration of Aliexpress will ask to provide documents within 7 days that the parcel did not go through customs through the fault of the seller.

The buyer receives a message with the following content:

“Please confirm with your local customs and provide official documents from them to clarify the exact detained reason to AliExpress within 7 calendar days.

If we haven'treceived the official document from customs during this time, we would assume that you’re responsible for the shipping fee and compensate seller for the freight. "

(Please contact your customs office and provide within 7 days official documents explaining the reason for the delay of the parcel. If we do not receive an official document from customs within this time, we will assume that you are responsible for the cost of shipping the goods and compensate her seller "

But this requirement is very difficult to fulfill within 7 days. Since the standard deadline for registering a request for a document is 3 working days. And the document itself can be prepared by customs officers within 30 days. That is, it is extremely difficult to meet the allotted time and the result depends not on the buyer, but on other persons.

Moreover, the fault can be entirely from the seller. There were situations when the seller forgot to fill out the customs declaration, when he accidentally wrote in the cost of the shipment an amount one order more than the real value and the goods did not fit into the norms and it was necessary to pay a substantial amount of duty. There were cases when the seller sent copies of tablets and phones that did not go through customs due to the fact that they were counterfeit. Or he significantly underestimated the cost of the goods, which was clearly visible at customs.

Unfortunately, over the past few weeks, we have not yet seen a single positive outcome of an exacerbated dispute due to "Problems with customs". In all these cases, when opening a dispute, buyers attached screenshots of the tracking service, where it was seen that the package was going back to the seller. And they described the situation in detail that it was not their fault. Unfortunately, mediators require a signed and stamped document.

Dispute outcomes due to "the goods did not pass customs"

In the letter, mediators inform that if there is no evidence that the parcel did not go through customs through the fault of the seller, then the buyer will receive a refund minus the cost of shipping the goods.

But there are also situations when the money completely goes to the seller, although the buyer has not received the goods. Most often, if the goods are detained by customs or customs duties are due.

That is, in the end, buyers are left without money and without goods. Which is very annoying.

How to open a dispute due to "Customs Issue".

First of all, you don't need to rush to open a dispute. Wait for the package to arrive in China. Then the seller will see that he will now receive his goods back and it will be easier for him to agree to a return.

Secondly, do not rush to aggravate the dispute. Try to negotiate a refund with the seller first. If the reason is clearly yours, then agree to a refund minus shipping costs.

If the reason is the seller, then you can in advance, even before the opening of the dispute, request a document stating that the parcel was deployed through no fault of yours. Then you can definitely meet the required 7 days to provide evidence of the reason for the detention of the parcel.

Status on Aliexpress "Customs clearance failed"

Since the end of April 2018, strange statuses began to appear in the tracking of parcels on the Aliexpress website, indicating that "Customs clearance was not passed." Of course, buyers are very worried when they see that their package has been delayed by customs.

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