海關(guān)扣關(guān)，即交易訂單的貨物因?yàn)椴环贤P(guān)要求而被進(jìn)口目的地海關(guān)扣留，客戶未收到貨物。這種情況一旦出現(xiàn)，無論是客戶的原因，還是物流商和賣家的原因，都會影響到賣家的利益，所以一定要降低此類風(fēng)險(xiǎn)。貨物被進(jìn)口目的地海關(guān)扣留時(shí)，常見物流狀態(tài)有“handed over to customs”(移交海關(guān))等。
寄出的貨物一旦被海關(guān)扣關(guān)，客服人員應(yīng)立刻和客戶聯(lián)系，盡量說服客戶協(xié)助清關(guān)。如果清關(guān)費(fèi)低，可以先和客戶協(xié)商清關(guān)費(fèi)雙方平攤。如果客戶不愿意，看包裹能否退回。如果是 ems 之類的，包裹可以免費(fèi)寄回，客服人員可以與客戶溝通等包裹寄回后再重新給他發(fā)貨;若包裹不能寄回，清關(guān)費(fèi)又很高，這種情況下可能需要賣家放棄包裹。這是因?yàn)槿绻现惶幚碡浳?，一旦客戶沒收到貨，發(fā)起爭議對賣家是非常不利的。具體與客戶溝通的郵件，可以參考下列范文。
范文一一包裹扣關(guān)，聯(lián)系客戶
dear friend,
we are sorry to inform you that your item is held by customs and need your help to do the clearance.could you please kindly contact your local post office/dhl for details?
best regards!
跨境電商客服
范文一一包裹扣關(guān)，請客戶支付關(guān)稅清關(guān)
dear friend.
i'd like to tell you that our price is cfr price.
it's without customs fee.
we are sorry that the tax need to be paid at your end, because we make a clear note in our description.
i'm afraid it's your obligation to clear the customs by yourself.
we can offer you the commercial invoice to clear the customs.
hope what we've done can make you satisfied.
best regards!
范文一一客戶不清關(guān)造成的糾紛
dear xxx,
thanks for your purchasing in our shop and we are sorry to tell you that the parcel was kept at the custom.
status: (包裹狀況)
according to the rule of alixpress, buyer have the duty to clear the custom and get the parcel.
we also hope you can clear the custom as soon as possible and get the favor.
please feel free to contact us if there's anything we can be of help.
best regards!