Customs might hold a package due to:
If your package is held at customs, it may be due to missing information or unpaid duties. This is different from a rejection or return, and you may still be able to resolve it.
- Customs is waiting for payment from the buyer.
- Customs is requesting additional documents from the seller.
- The package is being held for inspection or due to a delay.
What you should do:
- Check the tracking status to understand what customs is requesting.
- Message the buyer via the Order page to inform them and request action (for example, completing a payment).
- If customs requests documents from you, respond quickly to avoid return or confiscation.
- If the buyer does not act, the package may be returned or confiscated.
If your object is returned after going through Customs, this might be due to:
- Incomplete or incorrect customs documentation.
- Missing or invalid tax ID, HS code, or country of origin.
- The buyer didn’t pay customs duties or taxes.
- Prohibited or restricted object in the buyer’s country.
- Missing EORI or IOSS number (for sellers shipping from outside the EU).
What you should do:
- Message the buyer via the order page to explain what happened.
- Identify who’s responsible (you or the buyer) based on the customs rejection reason.
- Agree on who covers the reshipping rates:
- If you made a mistake (e.g. incorrect documents, missing IDs), you pay.
- If the buyer didn’t act (e.g. unpaid customs fees), they pay.
- Resend the package with the correct documentation.
Tip: customs authorities may set short deadlines (sometimes only a few days) to provide missing documents. Respond quickly to avoid automatic returns.
If your object is confiscated after going through Customs, this might be due to:
- They contain illegal or prohibited items.
- The customs information is fraudulent or misleading.
- The object is not authentic.
What you should do:
- Message the buyer via the Order page to inform them.
- Depending on the reason, you may want to seek legal advice or try to appeal the decision.
Customs authorities may not return the object, even if you later provide the missing documents.