For cross-border e-commerce sellers grappling with stuck international shipments, follow this step-by-step priority protocol to tackle the issue efficiently.
 
1. First Response (Within 24h, Highest Efficiency)
 
- Direct Courier (DHL/UPS/FedEx): Contact official support with tracking number, get clearance alerts & internal escalation, supplement docs or pay duties via official channels.
- Freight Forwarder Booking: Reach out to your forwarder’s dedicated rep first—they have priority access; dual-track with carrier if no feedback in 24h.
- EMS: Submit an exception report via official channels, request an International Mail Exception Form for follow-up appeals.
- Platform Shipping (e.g., Amazon): Open a backend case + contact platform logistics support for cause confirmation & resolution timeline.
 
2. Targeted Fixes Based on Detention Causes
 
- Missing Docs/Incorrect Declaration: Supplement commercial invoices, packing lists, tax IDs within 1–3 days; revise declarations accurately.
- Duty/VAT Due: Pay via courier/forwarder links, keep receipts—release usually takes 1–2 workdays post-payment.
- Inspection Required: Wait 1–3 days for random checks; provide true invoices/proofs if detained for under-declaration.
- Sensitive/Restricted Goods: Submit certifications (UN38.3, FDA, CE); opt for return or destruction if docs are unavailable.
- Recipient Info Issues: Update address/contact immediately to ensure smooth communication.
 
3. Advanced Solutions (When Primary Contacts Fail)
 
- Local Customs Direct Query: Use official portals/hotlines with tracking & shipment details to check status and required docs.
- Professional Customs Broker: Hire experts for complex issues (penalties, appeals) to navigate local regulations efficiently.
- Return/Destruction: Avoid high storage fees by applying for return or destruction if clearance is impossible.
 
4. Prevention & Pitfalls to Avoid
 
- Declare truthfully, prepare full docs & certifications for sensitive goods pre-shipment.
- Monitor tracking—escalate if no update over 3 workdays.
- Keep all communication records, receipts, and docs for dispute resolution.
- Choose DDP service for high-value/sensitive goods to reduce recipient clearance burden.