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[Lesson 3] Customs-related issues & How to file a claim after your parcel is lost?
Post time 2019-10-24 11:39:05 | Last replied 2019-11-18 16:18:35 | From China 楼主

Hello, everyone! I am Ace, your friend, and teacher. The last two classes were so popular that there was barely any seat left in the classroom. After receiving so many likes and compliments in the comment section, I was so happy that I almost started dancing~

Alright, we will talk about some rare issues you may encounter when waiting for your parcels. You can take a wild guess before the class starts!
“When you finally reach the other side of the mountain, you find that no one is waiting for you.”
This is probably what you are thinking when you wait for days but your parcel is nowhere to be found.


Of course, Ace hopes that your parcels will never be lost! But if it happens, Superbuy will try its best to help you!


Usually, there are two situations when a parcel is lost:
1. The parcel is lost during international transportation.
2. The parcel is lost because it is not signed following the standard procedure.

For Situation 1:
During international transportation, we all know that the parcel will be transported by the domestic logistics provider first and the parcel will be delivered by the local logistics provider after arriving at the destination. After the parcel is transferred many times, you may notice that the tracking information is no longer being updated. When this happens, it indicates that your parcel may be lost during transportation. However, for economical routes like SAL, it will take a while for the tracking information to be updated, please be patient. If you notice that there is an issue with the tracking information of your parcel. Please request a parcel enquiry, and Superbuy’s after-sales customer service representative will communicate with the logistics provider and verify the situation. If it is confirmed that your parcel is lost during the transportation, Superbuy will help you file a parcel lost claim. ACE has mentioned the parcel enquiry procedure for both PC and APP users during the first class, please click here to review.

For Situation 2:
The parcel will usually be transferred to the local courier after arriving at the destination and the couriers in different regions may have their own delivery habits. For example, the parcel may be signed by the security office or the parcel may be left at the door instead of the mailbox. Sometimes, the parcel may be delivered to the wrong address, all of which may lead to parcel lost. Therefore, as the recipient, you need to check the tracking information of the parcel often. If you encounter any of the situations above, please make sure to contact the local courier in time and ask for the [Unsigned Parcel Proof]. Also, don’t forget to contact Superbuy and explain the situation. Our after-sales service team will help the user file a lost parcel claim. ACE has mentioned the after-sales service procedure for both the PC and APP users during the second class. Please click here to review.

If the product you shipped is valuable, it is recommended that you purchase parcel insurance service to lower the risks when submitting the parcel. For details, please click here.

Alright, let’s take some rest and start the next part.
What is your impression of customs? Are you worried when your parcel is delayed at the customs? Generally, when a parcel is on its way to the recipient, it will be inspected by both the China Customs and the customs of the destination country, however, the standards and the schedules for the customs in different countries will be different.


If the parcel fails to pass the inspection of the China Customs, the parcel will be returned to the Superbuy warehouse and the shipping fee of the parcel will be refunded to the user’s account. The user only needs to stock the parcel in the warehouse and submit the parcel for shipping again. If the same parcel is returned by the China Customs for several times, please select a different shipping route or take out some sensitive products before submitting the parcel for shipping again.

If the parcel leaves the border without any problem, the parcel may encounter several common situations when it is inspected by the foreign customs. For example, the parcel may be returned, confiscated, inspected, disposed, or taxed. In the worst situation, the parcel will be seized, confiscated, and then disposed. The common reason is that the customs think your parcel is special. For example, your parcel might be too big, too heavy, or there may be sensitive products in your parcel. The customs will contact the recipient and provide an invoice or proof of customs clearance. But how to get those documents? You only need to go to Superbuy and click “Request Customs Clearance Proof” in “Parcel Details”. Superbuy’s after-sales service team will process your request as soon as possible. If you still have questions regarding this procedure, please click the photos below↓↓↓


Alright, the class will end here, and you now know most of the things associated with parcels that are in international transportation. In the next class, we will talk about how to place an order on Superbuy. Prepare your wish list so you can start placing orders right after we tell you the procedure.
Note: I have prepared a lot of shopping tips for you during the warm-up period of the 11.11 Shopping Event. Don’t miss out!

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