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Author Topic: Order not delivered - held at customs
hologram96
Newbie
Posts: 3
Post Order not delivered - held at customs
on: June 17, 2025, 01:39
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Hello my order has been held at customs since 15 May.
Tracking number: RT188838148SG

someone please help
chinapostv-
olunteer
Administrator
Posts: 46645
Post Re: Order not delivered - held at customs
on: June 17, 2025, 05:07
New Topic

the receiver didn't make customs clearance. Did you write the receiver's mobile phone number in the parcel? If yes, Seller should have received a customs clearance code from China Post. He/she can make customs clearance through Customs clearance APP.
hologram96
Newbie
Posts: 3
Post Re: Order not delivered - held at customs
on: June 23, 2025, 02:52
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Yes I wrote their mobile on the parcel. They said they haven't received any code from China post. Is there any way they can contact China post directly and liaise with you?

If they need to download an app, what is the name of the app/any link you can provide? I can't find any relevant apps in the app store.
chinapostv-
olunteer
Administrator
Posts: 46645
Post Re: Order not delivered - held at customs
on: June 23, 2025, 04:33
New Topic

is this a return for refund? I feel the receiver just needs an excuse to reject the parcel. Anyway, if receiver doesn't get the code, he can call 11185 to get help. He might need go to China Post to make customs clearance in person.
SJ420
Newbie
Posts: 4
Post Re: Order not delivered - held at customs
on: June 23, 2025, 22:16
New Topic

My order just says waiting for details. It says it's at China post. My order number is AM583920164CN and my order is 1624. I ordered my package in May and I still haven't received it. When I track it, it just says parcel or no details available.

chinapostv-
olunteer
Administrator
Posts: 46645
Post Re: Order not delivered - held at customs
on: June 24, 2025, 02:02
New Topic

AM583920164CN has no shipping record in China Post tracking system. It is a fake number. Please contact your bank and file charge back.
hologram96
Newbie
Posts: 3
Post Re: Order not delivered - held at customs
on: July 1, 2025, 05:50
New Topic

Quote from chinapostvolunteer on June 23, 2025, 04:33
is this a return for refund? I feel the receiver just needs an excuse to reject the parcel. Anyway, if receiver doesn't get the code, he can call 11185 to get help. He might need go to China Post to make customs clearance in person.

Yes, it is a return, but the company has actually been quite cooperative—they’ve made multiple attempts to contact China Customs and said they’ve tried calling 11185 several times without getting through. I’m also a bit confused about this forum. Are the administrators responding here actually from China Customs? And why are enquiries needed to be posted publicly like this?
chinapostv-
olunteer
Administrator
Posts: 46645
Post Re: Order not delivered - held at customs
on: July 1, 2025, 06:28
New Topic

How do you know for sure he actually dialed 11185? Perhaps he just claimed he called 11185, but didn't actually do it. Many dishonest sellers don't want to refund buyers, so they always try to use various excuses to avoid accepting returns. Usually, it's very simple for the recipient to clear customs. The reason customs clearance can't be done is typically because the recipient doesn't want to.
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