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Author Topic: Item returned to China stuck at customs
raiton7
Newbie
Posts: 4
Post Item returned to China stuck at customs
on: November 28, 2023, 18:45
New Topic

Hi
I've returned broken electronic device from Poland back to China to the seller from Aliexpress but my package is stuck at customs from 09-11-2023. Tracking number is: RR680690232PL. Of course I've contacted the seller and he tells my that my phone number is missing (thats true, I didn't write my number on package), but I'm not sure if that's really necessary, so first question, is it?
And second problem, seller tells me that I should contact customs but tracking informations states exactly "waiting for the recipient to submit declaration materials to the customs", original info: "深圳市,待收件人向海关提交申报材料,【深圳市国际报关行】,电话:0755-26755971".
Contact with that seller is pretty difficult, usually he answers after 1-2 days (of course that's followed by timezone difference). But still he want's me to contact China post office, but for me it'll be very demanding and also exepnsive to make regular phone call.
So, the second question, is there any post employee who can check what informations are missing for my package and who can pass that to the customs?

chinapostv-
olunteer
Administrator
Posts: 35812
Post Re: Item returned to China stuck at customs
on: November 29, 2023, 12:44
New Topic

Receiver's phone number is necessary to make customs clearance. China customs will send a passcode to that cell phone number so that receiver can make customs clearance through APP.

Receiver now can call the customs clearance brokerage 0755-26755971 to ask for the passcode. Shipper can't do anything.

If receiver does not make customs clearance in time, the parcel will be returned to shipper.

raiton7
Newbie
Posts: 4
Post Re: Item returned to China stuck at customs
on: November 29, 2023, 13:49
New Topic

Thank You for answer. Receiver tells my that he already called customs and he can't do anything now and want me to call the Post Office. But I'll try again

raiton7
Newbie
Posts: 4
Post Re: Item returned to China stuck at customs
on: December 6, 2023, 10:07
New Topic

Hi, I've contacted the Seller again, He called customs to ask for pass-code, but customs told Him that He cannot clear customs. So what can I do now?

chinapostv-
olunteer
Administrator
Posts: 35812
Post Re: Item returned to China stuck at customs
on: December 6, 2023, 13:08
New Topic

How do you know the seller has called China Post? No proof right? It is very likely to be an excuse for not accepting the parcel.

Is it a return for refund? Many bad sellers play similar games to refuse refund.

raiton7
Newbie
Posts: 4
Post Re: Item returned to China stuck at customs
on: December 6, 2023, 18:29
New Topic

Of course I have no proof he called customs. That's just what he says on Aliexpress chat. This shipment is service returnal, because device completely stopped working after one month. So I've contacted the seller and he gave me full address for the return.
I also have his missing phone number, but I didn't write it on package, just didn't know it's necessary. Maybe I can give that phone number to China Post? But for me it'll be the best to just send it by email or any kind of chat. I've found email address on China Post website in the Contact Us page, but I'm not sure if that's correct address to send informations for customs clearance. But maybe I should give it a try?

chinapostv-
olunteer
Administrator
Posts: 35812
Post Re: Item returned to China stuck at customs
on: December 7, 2023, 05:38
New Topic

You need open dispute to Aliexpress. Tell them that the goods arrived in China but seller doesn't want to make customs clearance. Aliexpress will refund you money

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