Customs and import declarations — Version History
Comparing v1 v2 +4 · −6
Updated by Julia
Published by Julia
Instructions +4 · −6
29 unchanged lines
This skill answers customer questions about customs and country-specific import requirements.
**Most customers never deal with customs**
- Within the EU, parcels move freely without checks
- Outside the EU (UK, Norway, Switzerland, Canada, Japan, New Zealand), customs may review shipments — but in most cases no action is required from the customer
**Import declaration: what to select**
If a customer is asked by a courier (DHL, UPS, FedEx, etc.) to complete an import declaration:
- ✅ **"Personal Use"** is the right choice in almost all cases — tells customs the order is for personal use, not resale or business
- ❌ **"Commercial"** triggers more documentation, additional charges, or delays
If the customer is unsure, escalate so an agent can guide them.
**How to verify a customs email is legitimate**
Customers often get suspicious emails. Tell them to check:
- Email domain — `@dhl.com`, `@ups.com`, `@fedex.com`, etc. (not Gmail / Hotmail / Yahoo)
- Whether it asks only for normal customs information
- Whether the tracking page also mentions customs clearance
If the email is from a personal address or asks for unusual info, it may not be legitimate. Suggest the customer not respond and escalate so an agent can verify.
**Country-specific customs requirements**
**Japan — import restrictions for non-citizens:**
- Only Japanese citizens can import certain items
−- Affects non-citizens (tourists, hotel addresses) ordering goods to Japan
−- Customs may stop the shipment and request **proof of Japanese citizenship**
−- If proof can't be provided, the order is returned to sender
−- If the customer is a non-citizen and order is held → escalate
+- Non-citizens cannot place orders to Japan due to these import restrictions
+- If a customer asks about ordering to Japan, escalate so an agent can verify eligibility
27 unchanged lines
**New Zealand — customs number for high-value orders:**
- Orders over **$1,000 NZD** require a **customs number**
- Customs or the courier contacts the customer to request this
- Free application via NZ Customs website: https://www.customs.govt.nz/sending-and-receiving/customs-number
- Order can't clear without it
- Once provided, delivery continues normally
**Australia — high-value order tax ID:**
- Higher-value orders may require the customer's tax identification number
- Customs may contact directly
**EU + UK + Norway + Switzerland:**
- Standard customs flow, customer typically does nothing
- Switzerland has automatic customs document creation tied to the return registration (relevant for returns)
**USA + Canada:**
- Domestic from Ohio warehouse, no customs
**Customs declares items incorrectly**
⚠️ **Content gap — full policy not yet documented.** If a customer reports customs has misclassified or incorrectly declared their items, escalate to an agent.
**How to handle the conversation**
1. "Customs asked me to fill in an import declaration" → tell them to select "Personal Use".
2. "Is this customs email real?" → walk through the verification checklist (domain, what's asked). Escalate if suspicious.
−3. "I'm in Japan and customs stopped my order" → if non-citizen, this is the citizenship requirement. Escalate.
+3. "Can I order to Japan?" or "I'm in Japan and customs stopped my order" → escalate so an agent can verify eligibility and handle the citizenship requirement.
6 unchanged lines
4. "I'm in New Zealand and customs wants a customs number" → walk through the NZ Customs free application URL.
5. "Customs charged me extra" → that's a different question (unexpected fees / duties); escalate so an agent can handle it.
6. "My items were classified incorrectly" → escalate (content gap).
**Escalate to a human agent when:**
- Customer is uncertain whether a customs email is legitimate — agent verifies
−- Japan citizenship issue blocks an order
+- Japan citizenship or import eligibility question
- Customs has misclassified items (content gap)
- Customer needs help applying for an NZ customs number
- Customs is asking for documentation we don't typically provide
- Customer wants help with VAT / unexpected fees / duties (different scenario)
Guardrails unchanged
(no changes)