In the international express delivery process, buyers and sellers play different roles and have different priorities, but the core goal is to ensure the safe, compliant, and efficient delivery of packages.
In this article, Weefreight will provide detailed explanations, hoping to be helpful.
- Sellers (Senders): Managing Risks Throughout the Entire Process, From Pre-shipment to After-sales
As the initiator of the express delivery, sellers bear primary responsibility for ensuring compliant shipments, proactive risk prevention, and after-sales support. They should focus on ensuring product compliance, packaging safety, information accuracy, and after-sales response to avoid lost packages, detained goods, or disputes due to their own negligence.
- Before Shipping: Clarify “Can and How to Ship” to Avoid Risk at the Source
Confirm that the items are compliant and avoid blindly shipping “banned/sensitive items”:
International express delivery companies strictly control “banned items” (such as flammable and explosive items, controlled knives, counterfeit brands, and endangered animal and plant products). Once discovered, the goods will be detained and legal action may be taken. “Sensitive items” (such as food, medicine, cosmetics, batteries, and electronic devices) must comply with channel requirements (for example, some channels do not accept batteries, and food requires ingredient lists and expiration dates).
Operational Recommendation: Confirm with the logistics provider in advance whether the item can be shipped (providing the item name, material, and intended use, such as “mobile phones with lithium batteries” or “liquid skincare products”). For sensitive items, provide compliance certificates (such as food hygiene and quarantine certificates and authorization letters for branded items) to avoid losses caused by “uninformed” shipment of banned items.
Accurately verify the buyer’s information to avoid “wrong shipment/undeliverable” situations:
For international express delivery, the delivery information (especially the address and phone number) directly determines whether the package can be delivered smoothly. Therefore, the buyer must provide “complete information in English” (non-English speaking countries can provide local language information, but English is required):
Address: Must include “country, city, zip code, street number, building/unit number” (e.g., “123 Main Street, Unit 4B, New York, NY 10001, USA”). Avoid vague terms (e.g., “near XX Road, XX City”);
Phone: Must provide the buyer’s regular mobile phone number (including the country code, e.g., USA + 1, Germany + 49) to ensure the courier can reach them (some countries require a phone confirmation before delivery);
Name: Must match the name on the buyer’s passport/ID card (some countries require customs verification of the recipient’s identity; inconsistent names may result in shipment detention).
Standardized packaging and labeling reduce the risk of transport damage.
Pack items according to their characteristics (refer to the packaging details in the previous section, “Avoiding Loss and Damage”) and clearly label the outer box with key information:
Basic information: tracking number, recipient’s name and phone number (write with a waterproof marker or label to prevent wear);
Special markings: “Fragile” for fragile items, “Liquid” for liquids, “This Side Up” for items that need to be placed upwards;
Avoid misdirection: Remove existing shipping labels from old boxes (to prevent incorrect addresses from being scanned during sorting), and avoid affixing ambiguous labels such as “gift” or “sample” (which may attract scrutiny during customs clearance).
Declare truthfully and prepare customs clearance materials to avoid customs detention.
Customs inspection is a critical step in international express delivery. False declarations are one of the main reasons for detention:
Declaration Content: Fill in the “item name, quantity, unit price, total price, and intended use” (e.g., “3 cotton T-shirts, each $20, total $60, for personal use”) accurately. Do not conceal information (e.g., reporting “mobile phone” as “accessories”) or make false claims (e.g., under-declaring high-value items to avoid tax may be considered smuggling).
Supporting Documents: For items requiring customs clearance documents (e.g., pro forma invoices for commercial packages, authorization letters for branded items, and health certificates for food), ask the buyer to confirm their need in advance and include them with the package (print three copies of the pro forma invoice, one for the outside of the box and two for the inside).
- Post-Shipping: Track Logistics + Proactively Communicate and Respond to Issues Promptly
Real-time tracking of logistics status to identify issues immediately:
After shipment, sync the waybill number with the buyer. Both parties will track the status through the logistics provider’s official website (such as DHL or UPS), focusing on issues such as “Transit Arrest,” “Customs Clearance Issues,” and “Delivery Failure.”
If “Customs Clearance Pending Documents” appears: contact the buyer immediately and ask them to provide documents (such as a copy of their ID card and a customs clearance authorization letter) with the local customs office.
If “Delivery Failed” appears: determine the reason (such as an unclear address or the buyer is away from home) and coordinate with the logistics provider to re-deliver the package (the buyer will need to agree to change the address or schedule a new delivery).
Retain documentation for after-sales claims.
Take a video or photo of the package being packed (record the item’s condition, packaging details, and waybill number) when shipping. Save the logistics order, pro forma invoice, and insurance certificate. If the package is lost or damaged later, these documents will be crucial evidence for claims against the logistics provider (most logistics providers require original documentation).
Proactively connect with buyers and synchronize logistics progress
Avoid “lost contact after shipment”: Proactively inform buyers at key milestones (such as when the package leaves the country, enters the destination country, and begins delivery) to reduce their anxiety. If there are logistics delays (such as due to weather or holidays), explain the reasons in advance to avoid disputes from buyers due to “unawareness.”
- After-Sales: Proactively handle disputes and clarify the boundaries of responsibility
If a buyer reports a “lost/damaged package”: First, check the logistics status using the waybill number (to confirm whether it’s truly lost or delayed). If there’s a problem, immediately submit a claim to the logistics provider (providing proof of packing and photos/videos of the buyer’s feedback) and synchronize the progress with the buyer.
If damage is caused by “improper packaging” (e.g., lack of buffering), take the initiative to assume responsibility (negotiate reshipment or refund). If damage is caused by the logistics provider’s sorting errors (e.g., damage to the box caused by external forces), take the lead in negotiating the claims with the logistics provider to avoid having the buyer directly handle the claim (buyers are unfamiliar with the logistics process and prone to delays).
- Buyer (Recipient): Ensure smooth delivery from pre-order to post-signing.
As the recipient, buyers must pay close attention to information accuracy, customs clearance procedures, and post-signing inspections to avoid negligence that could lead to delivery failures or disputes.
- Before placing an order: Clarify your needs and provide accurate information to mitigate subsequent risks.
Confirm in advance whether the item complies with local regulations:
Different countries have different requirements for imported goods (for example, Australia prohibits the import of fresh fruit, Japan has strict restrictions on cosmetic ingredients, and the EU requires CE certification for electronic products). Before placing an order, confirm whether the purchased item is allowed to enter the country (you can check the local customs website or directly ask the seller if it can be shipped to XX country and whether additional documentation is required). This can help prevent shipments from being detained due to non-compliance with local regulations (which can result in significant fines or even destruction).
Provide complete and accurate shipping information.
Provide the “English shipping address, phone number, and name” as required by the seller. Ensure there are no spelling errors (e.g., “Main” is written as “Mian”) and that the address is complete (e.g., the postal code is crucial for sorting in many countries, and missing the postal code may result in delivery delays). If there are any changes to the address (e.g., moving), inform the seller in advance to avoid shipping the package to the old address.
- During Shipping: Monitor the logistics progress and comply with customs clearance requirements.
Proactively track logistics and receive timely logistics notifications:
Use the waybill number provided by the seller to regularly check the logistics status and pay attention to emails/text messages from the logistics provider (e.g., “Customs clearance documents required” or “Package has arrived and awaiting inspection”) to avoid customs clearance delays due to “missing notifications” (in some countries, customs clearance delays can result in storage fees or even package returns).
Actively cooperate with customs clearance and provide required documents.
If customs requires additional documents (such as a copy of your personal ID, proof of purchase, and an explanation of the item’s intended use), submit them within the specified timeframe. You can upload them through the link provided by your logistics provider or mail them to your local customs clearance agent. If you are unfamiliar with the customs clearance process, contact the seller for assistance (the seller usually has cooperative customs clearance channels and can provide guidance).
- Upon Signing for Delivery: Inspect the Package on the Spot and Report Any Problems Promptly
Signing for delivery is a critical step in verifying the integrity of the package. The “inspect before signing” rule must be strictly adhered to (in some countries, couriers allow inspection. If not, you may sign for delivery but then unpack the package on the spot, preserving video evidence):
Inspect the Package’s Appearance: If the package exterior is damaged, deformed, or the seal has been removed, immediately open the package to verify the item quantity and damage.
Check the Item Condition: If any item is missing, damaged, or inconsistent with the order (e.g., the wrong item was delivered), take a video/photo of the package exterior and contents on the spot, refuse to sign for the package (and indicate “damaged/missing item” on the receipt). Immediately contact the seller, explain the situation, and provide evidence (the seller will need this to file a claim with the logistics provider or arrange for a replacement).
If the package is “appearance intact but interior damaged”: Contact the seller within 24 hours of signing for the package (most logistics providers require “48 days after signing for the package”). Request an objection within 14 hours (“Raise an objection within 14 hours”) and provide an unboxing video and photos of damaged items to avoid delays that could result in the seller or logistics provider refusing to process the item.
- After-Sales: Communicate rationally and clearly.
If a problem arises (such as lost, damaged, or wrongly shipped), first gather evidence (tracking screenshots, inspection photos/videos, order screenshots), clearly state your request (e.g., “replacement,” “refund,” “logistics claim”), and then communicate with the seller. This avoids inefficient communication due to a lack of evidence or vague requests. If the seller delays processing, you can contact the platform’s customer service (if ordering on an e-commerce platform) to coordinate, or contact the logistics provider directly with the tracking number to inquire about progress.
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