Recently, while processing some international parcels, we've encountered instances where customs duty bills were returned to the sender (seller). Our investigation revealed that many of these cases weren't due to the recipient refusing to pay the duties, but rather because...The local courier station failed to notify the recipient in a timely manner.This is the cause.
The main reason is that the recipient information is missing.Recipient's email addressOnce the package arrives at the destination, if customs duties are incurred, the courier company will usually notify the recipient via email to make payment. However, if there is no email address in the system, the recipient will not receive the notification in time, resulting in overdue customs duties and the bill being returned to the sender.
To reduce the occurrence of similar problems, we recommend the following actions:
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If you discover a tariff rebound, take the initiative to contact the recipient first.
This indicates that customs duties have been incurred for this order, but due to a notification issue, the sender was not notified in a timely manner. The courier company has now relayed this information to the sender. -
Ask the recipient for a valid email address.
After receiving the package, please promptly notify us or the courier company so that the local courier station can then contact the recipient again to complete the customs duty payment. -
Please complete the recipient information as much as possible before shipping.
Sellers are advised to fill in complete contact information, including email, phone number, and detailed address, when placing an order to ensure smooth cross-border delivery information. -
Please feel free to contact us if you encounter any special or difficult situations.
Please provide the relevant tracking number, communication records, or screenshots, and we will assist in verifying and handling the matter with the courier company.
Recommended communication techniques
When contacting recipients, sellers can refer to the following phrases for communication:
Hello, customs duties have been incurred for this order, and FedEx/UPS has informed you that you haven't paid them yet. Could you please confirm whether you received their notification email?
If you have not received a notification, please provide a frequently used email address so we can forward it to the courier company and have them resend the customs payment reminder.
Improving the receipt information and communication process helps reduce the risk of erroneous customs bill returns, ensuring smooth customs clearance and timely package delivery.
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CZL Express International Express Agent Service
Official website:exp.czl.net
Service Hotline: 021-67892002
Customer service email:support@czl.net