Where to contact regarding customs payment for parcels. The shipment is detained at the customs clearance point: what to do? Outcomes of the dispute due to “the goods did not pass customs”

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 only for delivery.

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 notes that it is very difficult to collect the necessary documents during this time, 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 emails state that if the required evidence is not available, a refund will be given but the 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 to have won a dispute on Aliexpress in the following way:

1. 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 in any way about the return.
2. 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

How nice it is to receive a parcel! But international parcels are not easy. On its way from China, it overcomes one very important stage, which will be discussed in this article. This is customs.

As you know, any parcel crossing the state border (be it export or import) undergoes mandatory inspection. X-rays, opening and inspection of the contents of the parcel are carried out in order to control the transportation of anything illegal.

Customs detained the parcel

What needs to be taken into account to prevent this from happening!

Customs inspection of international mail takes into account the nature of the product, its consumer properties, the quantity of goods in one shipment, and the frequency of shipment. In this case, special attention is paid to the list of goods that are prohibited for shipment, as well as a certain limit on cost and weight. Moreover, the cost limit does not include delivery costs.

According to the official website, the following are prohibited from shipment:

• any types of weapons
• narcotic substances
• flammable substances
• plants and animals
• hazardous waste
• audio and video materials of a pornographic, terrorist, Nazi nature
• technical means for secretly obtaining information
• human organs and tissues
• alcohol
• radioactive materials
• cultural values
• jewelry.

Goods for personal use that have restrictions for international shipment include:

• encryption tools
• radio-electronic and high-frequency equipment for civil purposes.

You can send goods only in quantities that are suitable for personal use. As soon as the parcel is recognized as commercial cargo, it will be described and required to pay customs duty, the amount of which depends on the value of the goods.

The parcel is subject to customs clearance if the amount of the goods exceeded 1000 euros, the weight of the parcel exceeded 31 kg, and the contents were recognized as a commercial consignment. In this case customs will delay the parcel, the recipient will be notified by customs and will be required to pay the duty within 15 days.

If payment is not made on time, then penalties will be charged for each day the parcel remains at customs.

In order to avoid problems with customs regulations, do not allow delays of your parcel at customs, additional payments, or even a return shipment, you must follow the following tips:

1. Firstly, underestimate the cost of the parcel in the declaration, indicating that the goods being sent are a gift. All this can be easily agreed upon with the seller during the process of placing your order.
2. Secondly, if you need to order a product of one type in large quantities, it is better to split it into several parcels sent to different addresses. This way, you will avoid recognizing your parcel as a consignment.
3. Thirdly, pay attention to the contents of the invoice. The process will be speeded up by the correct wording, which will indicate the quantity of the product in the name indicating the number of sets. For example, not 50 pairs of socks, but 1 set consisting of 50 pairs.

Have you received a notification: “Customs detained the parcel”?

Take your passport and its photocopy with you:

• home page and registration
• invoice from the seller, printout of the order confirmation email
• a bank statement about the transaction completed, a printout of the page with the ordered item and the postal item number.

You will have to deal with customs inspectors, pay state fees, and fill out the paperwork again. Therefore, just in case, study Customs Code of the Russian Federation.

Problems during delivery can arise for various reasons: a car breakdown, a large traffic jam on the highway, an ill driver or a forwarder. But the most common reason is a delay at customs. Just to prepare for customs clearance and go through the customs point, you will have to spend several days. What can we say about situations when the cargo is detained and, even more so, arrested?

Why was the cargo delayed?

There is essentially one reason - it does not comply with Russian legislation. We are talking not only about obvious smuggling (prohibited goods: drugs, weapons, etc.), but also about cargo clearance. And this can cause problems.

If you, as an individual, are purchasing goods for yourself, your cargo may be detained at customs for the following reasons:

1. The cost of the cargo exceeds 1000 euros, or the weight exceeds 50 kg. However, you did not pay the duties and did not complete the declaration.
2. The parcel contains goods prohibited for distribution in the Russian Federation. This can be not only drugs, but also medicines, sanctioned food products and much more. Including products that could previously be ordered without problems (hidden video recording equipment, video cards for mining, etc.).
3. Customs officers had suspicions about the commercial purpose of the parcel. For example, you ordered 6 pairs of shoes of different sizes, 10 mobile phones, 20 kg of loose tea. You most likely take this product for sale, and therefore must pay customs duties and VAT.

If you are a legal entity or individual entrepreneur and purchase goods in bulk, a delay may occur:

1. Due to an incomplete set of documents;
2. incorrect determination of the HS code;
3. lack of certificates or a ban on the import of cargo;
4. suspicions of understating the cost of goods indicated in the TD;
5. errors in the customs declaration and other documents, data inconsistencies;
6. non-payment or incomplete payment of customs duties and fees;
7. obvious discrepancy between net and gross weight;
8. non-compliance of the cargo (its type, technical characteristics, etc.) with the data specified in the documents.

In fact, there are more reasons. The reason for the delay may be too high a load at the customs point. Or there may be an attempt to sell a prohibited product under the guise of another. In the first case, all you have to do is wait; in the second, the recipient will bear administrative and possibly criminal liability.

What to do if cargo is delayed at customs?

If you are a private person and are not carrying anything prohibited, to solve the problem you need:

• Pay the required customs fees and duties, fill out a declaration.
• Explain where you ordered the illegal goods from and for what purposes (and, most likely, say goodbye to it - such cargo is subject to liquidation).
• If customs officers have suspicions about the commercial purpose of the goods, you need to prove that it was ordered for personal use (for example, you are buying shoes for yourself and friends). Or fill out the declaration and pay the fees.

If you are engaged in trading activities, you will have to:

• Complete missing documents.
• Change the HS code (and, accordingly, pay additional duties), or prove that the code is correct.
• Receive certificates for goods. If it is prohibited for transportation, obtain permission. If this is not possible, you will have to say goodbye to the cargo.
• Prove that the cost of the goods is correct by providing payment documents and price lists from the supplier. Or make changes to the declaration and pay duties in the proper amount (and with them fines, if it was established that you wanted to deceive customs).
• If you find errors in documents, correct them.
• Pay (additionally) customs duties and taxes, if this has not been done in advance.
• Determine the reason for the cargo’s discrepancy with the data in the documents, provide evidence of your innocence.

If the gross weight does not match the net weight, customs officers may suspect that you are smuggling contraband and will inspect your cargo more closely. If nothing has been identified, the cargo will be sent to you. If contraband is discovered, an investigation will follow.

How long can cargo be delayed?

There are two concepts - “delay” and “confiscation”. If the cargo is delayed, it is placed in a temporary storage warehouse. By law, he can remain there for up to 14 days from the date of notification to the recipient. Moreover, during the first 5 days the cargo is stored free of charge. You will have to pay for the rest of the time. If your shipment is delayed, try to collect documents, pay duties and do everything necessary to pick it up as quickly as possible.

If you wanted to bring (or were sent) prohibited cargo, it will be confiscated and liquidated.
Please note that you, as the recipient, may be subject to a fine. Criminal liability is also possible if it is proven that you tried to deceive customs. To prevent this from happening, treat the paperwork carefully and do not try to save money.

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 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 have no delays with parcels from foreign online stores, the head of the international transport department, Evgeny Privalov, told the BBC Russian Service.
The Pony Express delivery service reported that on December 4 they began notifying customers about the need to provide a Taxpayer Identification Number (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. The requirements apply only to orders by 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.”

From the text of the order it follows 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 the analytical department of the customs service.

So, no matter how sad it may sound, “let’s stock up on popcorn”...

08.12.2017 20:15:43 / 60159

To track your parcel you need to take a few simple steps.
1. Go to the main 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 you have any difficulties with the statuses in English, 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 is normal for international mail items.

If your previous orders arrived in 2-3 weeks, and the new parcel takes 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 the sorting center, customs, intermediate point and there are no new statuses within 7 - 20 days, do not worry, the parcel is not a courier who is delivering the parcel from one city to your home. In order for a new status to appear, the parcel 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;)

Transferred to customs

The shipment is transferred to the Federal Customs Service - Federal Customs Service for the preparation of all necessary customs documents for sending parcels to final destination addresses.

Depending on the types of shipments, they are sorted and transferred to various areas for control. If the shipment contains goods, it must undergo a special scanning.

A customs officer can open a postal item to inspect the parcel in person only if there is a possible violation of property rights or there are items or substances prohibited for shipment. If the parcel has been opened, a customs inspection report is drawn up and attached to the shipment.

If the Federal Customs Service has not identified anything prohibited for forwarding, it returns the shipment back to Russian Post. The parcel is assigned the status that customs clearance is completed. Customs authorities operate on the basis of MMPO. In order to timely check the huge volume of all arriving shipments, customs works around the clock.

Each customs representative is assigned two postal operators to assist.

Detained by customs

The parcel was detained by the customs service to further determine the destination of the mail.

If the customs value of goods in international parcels within a month exceeds 1000 euros or the total weight is more than 31 kg, you must pay customs taxes in the amount of 30% of the value of the goods. If there is no information about goods in an international postal item or the information does not correspond to reality, the processing time increases. A customs inspection is carried out and the necessary documents are drawn up based on the results.