Due to the lengthy logistics and multiple verification processes involved, international express deliveries often experience returns. Most issues can be avoided by proactively troubleshooting.
In this article, Weefreight will share the five core reasons for return deliveries and their corresponding solutions to help you reduce logistics risks.
- Incomplete/Irregular Address Information (Most Common Cause)
The address serves as the “navigation coordinates” for express delivery. Any flaws can easily lead to sorting errors or delivery failures, ultimately triggering returns.
Common Problems: Missing the street name without the house number, not marking the floor or unit number, misspelling the recipient’s name, missing phone digits (such as the international area code). Some countries (such as the US and Canada) require a postal code. If the postal code is incorrect or omitted, the package may be stuck at local customs or sorting centers.
Workaround: Complete the form according to the following logic: “Country → State/Province → City → Street + House Number → Floor/Unit → Recipient’s Name + Phone Number.” Ensure the Chinese and English information matches (e.g., “XX Street, No. XX, Chaoyang District, Beijing” should be filled in with “Chaoyang District, Beijing, XX Street, No. XX” in English). Always include the international area code for the phone number (e.g., China + 86, US + 1), and confirm that the recipient’s phone number is accessible to avoid delivery failures due to inability to contact them.
II. Inconsistent/Illegal Declared Information (Main Reason for Customs Returns)
International express shipments must pass dual customs inspections in both the country of departure and the country of destination. Declared information is crucial for customs clearance. Any mismatch or violation will result in a return.
Common issues: Inconsistency between the declared product name and the actual item (e.g., abbreviating “electronic products” to “accessories” or concealing sensitive attributes such as “battery-containing devices”), a significant discrepancy between the declared value and the market price (e.g., under-declaring high-value items to avoid tax, or over-declaring low-value items), and failure to declare prohibited or restricted items (e.g., some countries prohibit the import of meat and plant seeds, or have strict restrictions on liquids and powders).
How to circumvent this: Declare the product name precisely and specifically (e.g., “wireless Bluetooth headphones” instead of “electronic products”). Enter the value based on the actual purchase price or fair market value of the item, avoiding extreme over- or under-declaration. Before shipping, check the destination country’s customs prohibition and restriction list (e.g., the US prohibits the import of uninspected wood packaging, the EU has strict ingredient declaration requirements for cosmetics). If unsure, consult the courier or local customs office in advance.
III. Recipient Unable to Accept/Rejected Delivery
Even if the package arrives successfully at the destination, if the recipient is unable to accept the package, it will be returned, and the return shipping costs are usually borne by the sender.
Common issues: The recipient’s address is temporary (such as a short-term rental apartment or temporary office), the recipient is away from home and hasn’t authorized someone to receive the package (in some countries, couriers won’t allow unauthorized delivery), or the recipient refuses delivery due to “high customs duties” or “items not meeting expectations.”
Workarounds: Confirm the recipient’s address is a permanent, valid address and provide a local contact number. Discuss the customs payment method with the recipient in advance (such as “customs payable on delivery” or “prepaid in advance”) and clarify the item details to avoid discrepancies. If the recipient is likely to be out and about frequently, include a note saying “If delivery fails, please contact us by phone to reschedule” to reduce direct returns.
IV. Improper Logistics Channel Selection
Different logistics channels have different coverage, customs clearance capabilities, and embargo rules. Choosing the wrong channel can directly lead to packages being intercepted or returned mid-transit.
Common Problems: Using regular postal channels to send sensitive items (such as cell phones with batteries or skincare products containing liquids) has limited customs clearance capabilities and can easily lead to customs seizure and return. Alternatively, the selected channel may not cover remote areas of the destination country, leading to returns after arrival at the transit center due to “no delivery outlets.”
Workarounds: Choose a channel based on the item’s characteristics (e.g., for sensitive items, choose dedicated logistics services such as the China Post EMS Sensitive Freight Line or DHL Express for more reliable customs clearance). Before shipping, confirm the channel’s coverage of the recipient’s area. For remote areas, choose a “postal + local delivery partnership” or inform the recipient in advance that they may need to pick up the item at a nearby outlet to avoid returns due to “non-delivery.”
V. Packaging Does Not Meet Transportation/Customs Requirements
Packaging not only affects the safety of the item, but some countries also have mandatory requirements for packaging materials and labeling. Non-compliant goods will be deemed “unqualified” by customs and returned directly.
Common Problems: Damaged packaging, exposing items (e.g., loose cartons or damaged plastic bags), resulting in items being intercepted by the sorting center as “suspected hazardous goods”; using uninspected wooden packaging (e.g., solid wooden gift boxes or wooden shelves) without the IPPC fumigation label (most countries prohibit the import of wooden packaging without the fumigation label to prevent pests and diseases); lacking clear “recipient/sender information” labels, or labels that are blurred or detached.
Mitigation Methods: Choose packaging based on the characteristics of the item (e.g., bubble wrap and cardboard for fragile items, sealed bags and leak-proof boxes for liquids); If using wooden packaging, be sure to fumigate it in advance and affix the IPPC label; affix a clearly printed Chinese and English address label to a conspicuous area on the front of the package. You can also affix an additional label on the inside to prevent the outer label from detaching and causing loss of information.
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