This guide outlines how to address customs issues with couriers if you encounter a delay with a shipment sent to one of our facilities. It is the Manufacturing Partners responsibility to handle any customs issues and ensure shipments arrive at our facilities on time.
Notification of Customs Issue: If there is a customs issue with your shipment, the courier will typically notify you via email, phone, or their tracking system. This notification will explain the nature of the problem, such as missing documentation, unpaid duties, or an incorrect EORI number.
Understand the Issue: Carefully review the notification or contact the courier's customer service team to fully understand the problem. Common issues include missing or incorrect documentation or unpaid customs duties.
Resolve Documentation Issues: If the issue is related to missing or incorrect documentation, collect the necessary paperwork. This might include commercial invoices, EORI numbers, certificates of origin, or other required customs documents. Send the correct documents to the courier as soon as possible. You can typically do this by replying to the email they have sent.
Address Payment Issues: If the issue is related to unpaid customs duties or taxes, the courier will usually send a link for you to pay or you can do this over the phone.
Seek Further Assistance if Needed: If you need further clarification or assistance, contact the couriers customer service directly. Provide them with your tracking number and details of the shipment for quicker resolution.
Escalate if Necessary: If the issue is not resolved promptly, you may need to escalate the matter, such as speaking with a supervisor or using their formal complaint process.