Key Takeaways

• A shipment sent internationally may fail to reach the consignee for several reasons and may have different statuses, such as Delivery Failed, Customs Hold, Import Rejection, or Return to Origin. These are not the same event.
• Common causes include incorrect recipient details or addresses, incomplete documentation, unpaid duties or charges, restricted goods, or an importer who is not ready to complete import formalities.
• A Carrier accepting cargo for export from Thailand does not mean that Customs or the relevant authorities in the destination country have approved its importation.
• When a Shipment encounters a problem, check its Status and Deadline promptly. Depending on the Mode, additional costs may arise, including Storage, Return Freight, Demurrage, Detention, or other charges.
• If goods are returned to Thailand, plan the Re-import process and check customs-duty eligibility separately. Do not assume that goods can re-enter without formalities simply because they belong to you.

Exporting goods from Thailand is not complete when the Cargo is loaded onto an aircraft or vessel or leaves the origin Warehouse.

A Shipment still needs to go through several stages, such as:

• International Transportation
• Customs Clearance in the destination country
• Import Permit
• Duty / Tax
• Carrier Operation
• Last-mile Delivery

If a problem occurs at any stage, the goods may be:

• Delayed
• Held
• Undeliverable
• Rejected for import
• Returned to origin

Additional costs may also arise.

Therefore, when a shipment is described as “returned”, first verify its exact Cargo status. The solution differs from one case to another.

What Does It Mean When a Shipment Is Returned?

In international shipping, this term is commonly used when a Shipment cannot be delivered or cleared for import in the destination country and ultimately has to be sent back to its origin.

Some Carriers use the term:

Return to Origin or RTO

However, before a Shipment reaches the Return stage, it may have another status, such as:

• Customs Hold
• Clearance Delay
• Delivery Exception
• Undeliverable
• Consignee Refused
• Import Rejected

Therefore, check the Tracking information and details from the Carrier / Customs Broker carefully.

Are Customs Hold and Return to Origin the Same?

No, they are not.

Customs Hold

This means the Cargo is still under review or awaiting additional information.

Possible reasons include:

• Additional documents are required
• Customs Inspection
• Valuation Review
• Classification Review
• Regulatory Agency Review

The Shipment may still clear Customs once all requirements have been met.

Return to Origin

This means the Shipment has been designated for return to origin under the Carrier's procedures or the Customs / Import Process.

Once it enters the Return stage, the costs and process differ from those involved in resolving a Customs Hold.

Therefore, if you see the status:

“Held by Customs”

do not immediately assume that the goods will definitely be returned.

Does Import Rejection Mean the Goods Will Be Returned Immediately?

Not necessarily.

If the destination country's authorities do not permit importation, the available options may differ depending on:

• Country
• Goods
• Authority
• Carrier
• Customs Procedure

Possible options include:

• Re-export
• Return to Origin
• Abandonment
• Destruction
• Corrective Action

Any decision must comply with the instructions and deadlines set by the relevant authorities.

Do not assume that Customs will “send the goods back automatically” without additional costs or documentation.

1. Incorrect Recipient Name, Address, or Details

One basic cause is incomplete or incorrect Consignee information.

Examples include:

• Incorrect recipient name
• Incorrect house number
• Incorrect Postal Code
• Incorrect Country Code
• Unreachable telephone number
• Incorrect E-mail address
• Company name mismatch
• Missing room or Unit Number
• Incomplete Address

For Courier Shipments requiring home delivery, if the Carrier cannot identify the delivery location or contact the recipient, the Shipment may enter the Return Process after the permitted Delivery Attempts have been made, subject to the service terms.

How Should You Check the Address Before Shipping?

Ask the recipient to confirm the following information:

• Full Name
• Company Name
• Street Address
• Building / Unit
• City
• State / Province
• Postal Code
• Country
• Telephone
• E-mail

For countries such as the USA, make sure the ZIP Code is correct.

Do not copy an Address from an old Chat without confirming it with the recipient before booking a new Shipment.

2. The Carrier Cannot Contact the Recipient

Even if the Address is correct, a Shipment can be delayed if the Carrier or Customs Broker cannot contact the Consignee.

For example, the Carrier may need the recipient to:

• Confirm information
• Submit documents
• Pay Duty / Tax
• Appoint a Customs Broker
• Confirm a Delivery Appointment

But the recipient does not respond.

If the Carrier's deadline passes, the Shipment may incur:

• Storage
• Return
• Disposal

subject to the Service Terms.

Recipients should therefore be informed in advance that a Shipment is on its way.

3. The Recipient Refuses the Shipment

A Consignee may refuse a Shipment for several reasons, such as:

• The goods were not ordered
• The wrong goods were delivered
• The recipient does not accept Duty / Tax
• The charges are higher than agreed
• The Buyer cancelled the Order
• A Commercial Dispute

When the recipient refuses delivery, it does not mean that the Shipment will be returned free of charge.

The Shipper may need to decide whether to:

• Return
• Redirect
• Abandon
• Dispose

depending on the options permitted by the Carrier.

4. The Recipient Refuses to Pay Import Duties and Taxes

For shipments where the recipient is responsible for Import Duty / Tax, the Cargo may remain at the destination if the recipient refuses to pay.

For example, this may happen in a transaction where the Buyer is responsible for Import Clearance.

If the Buyer mistakenly assumes that:

“The shipping fee already paid covers all taxes and charges”

they may refuse the additional amount required for Customs Clearance.

Before shipping, clearly define who is responsible for:

• Freight
• Import Duty
• VAT / GST / Sales Tax, as applicable in the destination country
• Customs Broker
• Destination Charges

Ensure that the Incoterms and Commercial Agreement are consistent.

Suggested Internal Link: What Are Incoterms? Understand EXW, FOB, CIF, DAP, and DDP Before Importing or Exporting

5. The Importer or Consignee Is Not Ready for Customs Clearance

For Commercial Shipments, some countries require an Importer with the appropriate status or Registration.

Depending on the country, requirements may include:

• Tax ID
• EORI
• Importer Number
• Import License
• Customs Registration
• Importer of Record

If the Shipper dispatches the goods without first confirming:

“Who will be the Importer?”

the Cargo may arrive in the destination country but become stuck at Customs Clearance.

For DDP shipments, the Import Setup should be checked particularly carefully before Booking.

6. The Commercial Invoice Is Incomplete or Unclear

The Commercial Invoice is a key document for Customs.

Common problems include:

• Product Description is too broad
• Value is unreasonable
• Currency is missing
• Quantity does not match
• Country of Origin is missing
• Shipper / Consignee details are incomplete
• Invoice Number is incorrect
• Incoterms are unclear

Avoid descriptions such as the following when a more specific description is available:

• Gift
• Sample
• Parts
• Accessories
• Goods

The description should accurately explain what the product actually is.

For example:

Stainless Steel Spare Part for Packaging Machine

instead of:

Machine Part

7. The Invoice Does Not Match the Actual Goods

If the documents state:

10 Units

but an inspection finds:

15 Units

or the goods are declared as:

Plastic Accessories

but are actually Electronic Equipment containing a Battery, problems may include:

• Customs Review
• Corrected Declaration
• Penalties under applicable law
• Clearance Delay
• Import Rejection

depending on the circumstances.

Shipping Documents must reflect the actual goods, rather than using a description chosen simply to make shipping easier.

Suggested Internal Link: What Export Documents Are Required? A Checklist of Essential Documents Before Shipping Goods Internationally

8. The Declared Value Is Inappropriate

Declaring a value below the actual value in an attempt to reduce Duty can lead Customs to question the Valuation.

Terms such as:

• Gift
• Free Sample
• No Commercial Value

do not always mean that the Customs Value is zero.

Even if the goods were not sold, Customs may still require a value for assessment under the rules of the destination country.

Prepare supporting evidence for the declared Value in case Customs requests it.

9. The HS Code or Product Details Are Inconsistent

The HS Code can affect:

• Duty
• Import Restriction
• Permit
• Product Regulation
• Trade Measure

If the Classification is incorrect, the requirements prepared for the Shipment may not match the actual goods.

For example, a product may be declared as a general Plastic Product even though it falls under a specific regulation for another product category.

Classification should therefore be based on:

• Material
• Function
• Composition
• Technical Specification

Do not select a Code simply because it has the lowest Duty rate.

Suggested Internal Link: What Is an HS Code? How to Identify Customs Tariff Codes and Why They Matter for Import and Export Duties

10. The Goods Are Restricted but Do Not Have the Required Permit

Some goods can be imported only if a permit has been obtained or specific requirements have been met.

Product categories that commonly require additional checks include:

• Food
• Cosmetic
• Medicine
• Supplement
• Medical Device
• Plant
• Animal Product
• Chemical
• Telecommunication Equipment
• Electrical Product

However, regulations vary by country.

A Carrier's acceptance of goods for transportation does not mean that the destination country's Import Authority will permit their importation.

This is why Import Requirements should be checked before Booking, not after the goods have arrived.

11. The Goods Are Prohibited

Some goods are prohibited from entering certain destination countries.

However, Prohibited Goods lists are not the same in every country.

If the goods are prohibited, the authorities may take measures such as:

• Reject Entry
• Re-export
• Seizure
• Destruction

in accordance with applicable law.

Do not use a prohibited-goods list from one country to determine whether goods are prohibited in another.

Suggested Internal Link: What Goods Are Prohibited or Controlled in Import and Export?

12. The Goods Are Subject to Regulations from Authorities Other Than Customs

Customs is not the only authority involved in importation.

For example:

Food shipped to the USA may be subject to FDA requirements.

Plants may be subject to requirements from an Agriculture / Plant Health Authority.

Certain electrical appliances in some markets may be subject to Product Safety requirements.

Therefore, a status such as:

“Customs has not released the goods”

may sometimes mean that another authority is reviewing the Shipment.

The Shipper should confirm whether the Shipment is awaiting review by:

Customs

or

Another Government Agency

so that the issue can be addressed correctly.

13. The Product Label Does Not Meet Destination-Country Requirements

Certain product categories must have labels that comply with applicable laws.

Examples include:

• Food
• Cosmetic
• Chemical
• Consumer Product

Requirements may cover:

• Ingredient
• Allergen
• Country of Origin
• Warning
• Manufacturer
• Importer
• Language
• Net Quantity

If the label does not comply with regulations, the goods may not be permitted for import or sale even if the Freight Documentation is correct.

14. Batteries or Dangerous Goods Were Not Declared Before Shipping

Products such as:

• Power Bank
• Lithium Battery
• Aerosol
• Perfume
• Chemical
• Paint
• Flammable Liquid

may be subject to Dangerous Goods regulations.

If the Shipper does not inform the Carrier before shipping, the Shipment may be subject to:

• Shipment Rejection
• Offload
• Hold
• Return

as well as safety-related issues.

Always disclose the actual goods and their components when requesting a quotation.

Suggested Internal Link: What Are SDS / MSDS Documents? Essential Documentation for Shipping Chemicals and Dangerous Goods

15. The Carrier Accepts the Goods on One Route but Not in the Destination Country

Carrier Acceptance can vary by:

• Country
• Mode
• Aircraft
• Vessel
• Service Type
• Local Regulation

A product that can be shipped to one country may not be accepted for shipment to another country using the same Service.

Always check the combination of:

Goods + Country + Carrier + Service

for each Shipment.

16. The Packaging Does Not Meet Requirements or the Goods Are Damaged in Transit

A Shipment may be stopped for reasons unrelated to Customs.

If the Package is:

• Broken
• Leaking
• Deformed
• Releasing liquid
• Unsafe to Handle

the Carrier may stop the Shipment in accordance with safety requirements.

This is particularly relevant to:

• Liquid
• Glass
• Machinery
• Heavy Cargo
• Dangerous Goods

Packing is therefore part of Compliance, not merely a matter of appearance.

Suggested Internal Link: How to Pack Goods Safely for International Shipping: 5 Ways to Reduce Transit Damage

17. Wooden Packaging Does Not Meet the Requirements

Shipments using:

• Wooden Pallet
• Wooden Crate
• Wooden Dunnage

may need to comply with ISPM 15 when they fall within its scope.

If Wood Packaging Material (WPM) does not meet the requirements, the destination country may take measures affecting the Packaging or Cargo under its Plant Health rules.

Check the requirements before using untreated wood for Packing.

Suggested Internal Link: What Is ISPM 15? Wooden Packaging, Pallets, and Fumigation for Export

18. Documents Are Missing or Information from Different Parties Does Not Match

International Shipments involve information being exchanged among several parties:

• Exporter
• Forwarder
• Carrier
• Customs Broker
• Importer

If the information is inconsistent—for example, the Commercial Invoice states 20 Cartons while the Packing List states 18 Cartons, or the Bill of Lading lists a Consignee from a different company—Customs Clearance may require additional document corrections.

Perform another Document Check before Departure.

19. The Recipient Does Not Know That a Customs Broker Is Required

For some types of Commercial Cargo, such as:

• Air Cargo
• Sea Freight

the Consignee may need to complete Clearance through a Broker or its own system.

If the Buyer assumes:

“Once the goods arrive at the Port, I can simply collect them”

the Shipment may remain at the:

• Airport
• Port
• CFS
• Terminal

and incur Storage charges.

Before shipping, confirm who is responsible for Destination Clearance.

20. The Shipment Is Left Unattended Until the Deadline Passes

A minor issue can turn into a costly Return Shipment if no one takes action.

For example:

Cargo arrives and additional documents are requested

↓

The Importer does not respond

↓

Storage charges increase every day

↓

The Carrier / Terminal issues a Deadline

↓

The customer still does not make a decision

↓

The Cargo must be Returned or Disposed of

Respond promptly when receiving a Notice from the Carrier or Broker.

Do not delay just because Storage charges are still low on the first day.

What Costs Can Arise When Goods Are Returned?

A Return Shipment can cost more than the original outbound transportation.

Potential charges include:

• Storage
• Warehouse Charge
• Customs Service
• Handling
• Return Freight
• Documentation
• Terminal Charge
• Trucking
• Examination Charge
• Demurrage
• Detention

depending on the Mode and circumstances.

Some Shipments may incur destination charges before the Cargo can be released from the country for return.

A return therefore does not always mean:

“You only need to pay for one more shipment.”

How Are Demurrage and Detention Related to Returned Shipments?

These charges are particularly relevant to Container Shipments.

Demurrage

This generally relates to a Container remaining inside a Port / Terminal beyond the applicable Free Time.

Detention

This generally relates to Equipment being kept outside the Terminal beyond the period permitted under the Carrier's terms.

Definitions and charges vary by Shipping Line and country.

If a Container remains delayed because of a Customs issue, these costs can increase quickly.

Do You Have to Pay Return Freight When Goods Are Returned?

In general, return transportation must be arranged and will incur charges according to the Service and Carrier.

Responsibility for payment depends on:

• Transport Contract
• Carrier Terms
• Account Holder
• Shipper / Consignee Agreement

Ask the Carrier to confirm:

• How much is the Return Charge?
• How much Storage has accrued?
• Are there any Administrative Charges?
• Who will be billed?

before confirming the return.

Can Duties and Taxes Already Paid at Destination Be Refunded?

Do not assume that they will be refunded automatically.

The outcome depends on:

• Country
• Import Status
• Customs Procedure
• Whether the goods have been Released
• Re-export Procedure
• Tax Type

Some cases may qualify for a Refund or Adjustment, but the process must comply with the destination country's laws.

Ask the destination Customs Broker to review the specific case.

If Goods Are Returned to Thailand, Will Import Duty Be Charged Again?

Do not assume that no duty will apply automatically.

When goods are brought back into Thailand, import Customs formalities still need to be completed.

Goods previously exported from Thailand and returned without any change in their nature or form may qualify for duty treatment under certain conditions of Thai Customs law, provided the relevant requirements and procedures are properly satisfied.

Prepare supporting evidence, such as:

• The original Export Declaration
• Commercial Invoice
• Packing List
• Transport Document
• Evidence that the goods are the same items
• Reason for Return

Ask a Customs Broker to check eligibility before the Cargo arrives in Thailand.

Suggested Internal Link: What Is a Re-import Certificate? How to Bring Previously Exported Goods Back into Thailand

If a Customer Returns Goods Because of Poor Quality, Is It Treated the Same Way as Other Re-imports?

The facts of the case must be reviewed.

If the same goods previously exported from Thailand are returned, they may qualify for Customs Treatment for Returned Goods, subject to the applicable conditions.

However, if the goods have been:

• Modified
• Fitted with replacement parts
• Subjected to additional processing
• Replaced with different items

the treatment may differ.

Review the complete Shipment History.

What Should You Do If a Shipment Encounters a Problem at Destination?

Step 1: Confirm the Actual Status

Ask whether the Shipment is in one of these situations:

• Delivery Failure
• Customs Hold
• Regulatory Hold
• Import Rejection
• Return Instruction

Step 2: Request the Reason in Writing

Request information from the:

• Carrier
• Customs Broker
• Importer

to determine what is missing or required.

Step 3: Check the Deadline

Confirm:

• How many days of Free Storage remain
• The Customs Deadline
• When the Carrier requires instructions

Step 4: Assess Whether Customs Clearance Is Still Possible

If the missing items are only:

• Invoice
• A Permit that can still be obtained
• Consignee Information

the issue may be resolved without returning the goods.

Step 5: Compare the Available Options

For example:

• Clear Customs and Deliver
• Return to Origin
• Re-export to another country
• Abandon
• Destroy

subject to the law and the Carrier's available options.

Step 6: Calculate the Total Cost

Do not consider only the Return Freight.

Include costs already incurred and those likely to arise next.

Step 7: Prepare for Re-import if the Goods Are Returning to Thailand

Check the Customs Procedure before the Cargo travels back.

If the Recipient No Longer Wants the Goods, Can the Consignee Be Changed?

This may be possible in some situations, but do not assume that changing the recipient's name in the Tracking system is sufficient.

Check:

• Shipment Status
• Customs Status
• Bill of Lading / Air Waybill
• Import Declaration
• Carrier Rule
• New Importer Eligibility

If the goods have already entered the Customs Process, changing the Consignee may require additional steps.

Can the Goods Be Forwarded to Another Country Instead of Being Returned?

Some Shipments may be eligible for Re-export or redirection to another country.

However, check:

• Export Permission from the country where the Cargo is located
• Import Requirements of the new destination
• Carrier Route
• Documentation
• Cost

Do not redirect a Shipment simply to avoid the original Customs Requirements. The new destination will have its own Import Regulations.

Is Destroying Goods at Destination Cheaper Than Returning Them?

In some cases, destruction may cost less, but the decision should take into account:

• Goods Value
• Return Freight
• Storage
• Destruction Fee
• Customs Procedure
• Environmental Requirement

The process must also be authorized as required.

Do not instruct a Warehouse to dispose of Cargo without proper documentation, as Customs liabilities may still apply.

Why Are Returns More Common in E-commerce Than in Some Types of Commercial B2B Shipping?

E-commerce involves a large number of Shipments, with destination details distributed across individual Orders.

This can make issues such as the following more common:

• Incorrect Address
• Buyer does not answer the phone
• Buyer refuses Duty
• Unsuccessful Delivery Attempt
• Buyer cancels the Order

Cross-border sellers should therefore build checks for the following into their Checkout process:

• Address
• Telephone
• Tax / Duty Policy
• Return Policy

Can DDP Reduce the Risk of Customers Refusing Shipments?

DDP may help reduce unexpected destination costs if it is properly arranged and the Seller can genuinely manage the Import Responsibilities.

However, DDP is not the right solution for every country.

Check the following before offering the Service:

• Importer of Record
• Tax Registration
• Customs Broker
• Product Compliance
• Duty / Tax

Publishing a website statement such as:

“All taxes included in every country”

without checking the Import Setup can create more problems than it solves.

What Should You Check with the Customer Before Shipping?

Confirm:

• Recipient name
• Address
• Postal Code
• Telephone
• E-mail
• Company Registration, where applicable
• Importer Status
• Customs Broker
• Import Permit
• Who pays Duty / Tax
• Incoterms
• Availability to receive the Delivery

For B2B Shipments in particular, do not dispatch Cargo merely because a Purchase Order has been issued without confirming that the Buyer is ready for Customs Clearance.

Checklist of Documents Before Shipping Goods Internationally

At a minimum, check:

• Commercial Invoice
• Packing List
• Export Declaration
• Air Waybill / Bill of Lading
• HS Code
• Country of Origin
• Import Permit, where applicable
• Product-specific Certificate, where applicable
• SDS / DG Document, where applicable
• Proof of Origin, if claiming FTA benefits

The information in all documents should be consistent.

Suggested Internal Link: What Is a Certificate of Origin? Understanding Origin Certification for Import and Export

Checklist to Prevent Returns Before Booking

Before shipping, check:

• Whether the goods can be imported
• Whether a Permit is required
• Whether the Carrier accepts the goods
• Whether the goods are DG
• Whether the Battery has been declared
• Whether the HS Code has been checked
• Whether the Product Description is clear
• Whether the Value is appropriate
• Whether the Country of Origin is correct
• Whether the Invoice and Packing List match
• Whether the Label meets the requirements
• Whether the Consignee is ready
• Whether the Importer is ready
• Whether a Customs Broker is ready, where applicable
• Whether the Address is correct
• Whether the Telephone number works
• Whether Duty / Tax Responsibility is clear
• Whether the Incoterms are clear
• Whether the Packaging is suitable
• Whether Wooden Packaging meets the requirements, where applicable
• Whether Return Instructions have been considered in case Delivery fails

Common Mistakes Before Shipping Goods Internationally

• Assuming that Carrier acceptance means the goods are approved for import
• Using descriptions such as Gift or Sample to make shipping easier
• Declaring a value that is too low
• Failing to check Import Permits
• Failing to check Product Regulations
• Not declaring Batteries or Chemicals
• Reusing an Address from an old Order
• Not informing the customer that Duty must be paid
• Not identifying who will act as the Importer
• Having no Customs Broker at destination
• Having mismatched Invoice and Packing List details
• Not checking Destination Charges
• Ignoring Customs Notices
• Leaving Cargo on hold until Storage charges become high
• Ordering a Return without knowing the Total Return Cost
• Not preparing documents for Re-import into Thailand

Frequently Asked Questions About Returned Shipments (FAQ)

Does a Customs Hold Mean the Shipment Will Be Returned?

Not necessarily. A Customs Hold may simply mean that documents are missing, the goods are being inspected, or further review is required. If the requirements can be met, the Shipment may clear Customs and proceed to delivery.

Who Pays the Return Freight?

Responsibility depends on the Carrier Terms, Transport Contract, and agreement between the Shipper and Consignee. Check the Return Quote and Billing Responsibility before confirming.

If the Recipient Does Not Pay Duty, Will the Goods Be Returned Immediately?

Not necessarily. The goods may first be held, and the Carrier / Broker will set a deadline for payment or instructions. If no action is taken, the Shipment may enter the Return or Disposal Process.

Will Import Duty Be Charged When Returned Goods Arrive in Thailand?

Import Customs formalities must still be completed. In some cases, goods previously exported from Thailand may qualify for duty relief if they meet the relevant conditions, but supporting evidence and the correct procedures are required.

Can Returns Be Prevented 100%?

No guarantee is possible because Customs, regulations, Carriers, and recipients all affect the outcome. However, checking the goods, documents, Importer, Address, and costs before Booking can significantly reduce the risk.

Check Your Shipment Before Shipping with CPL INTER

CPL INTER provides international freight services through the following modes:

• Air Courier
• Air Cargo
• Sea Freight LCL
• Sea Freight FCL
• Road Freight
• Cross-border Transportation

Related services include:

• Pickup
• Packing
• Shipping Documents
• Customs Clearance
• Warehousing
• Delivery

subject to the Service Scope of each Shipment.

Before shipping goods internationally, especially Commercial goods or products subject to regulations, provide information before Booking, such as:

• Product name
• Photos
• Material / Composition, where applicable
• Quantity
• Dimension
• Gross Weight
• Goods Value
• HS Code, if available
• Country of Origin
• Origin and destination countries
• Consignee
• Incoterms
• Battery / Chemical / Food / Controlled Goods details, where applicable

This information helps assess the suitable transportation method and identify issues that should be addressed before the Cargo is dispatched.

If a Shipment is on Hold or at risk of being returned, promptly check the Reason, Deadline, and charges with the Carrier / Customs Broker. Return, Re-export, Disposal, and Re-import procedures differ by country, and costs can increase the longer the Cargo remains on hold.

Tel: 02-519-4426 / 091-519-4426
LINE: @cplinter

Written by: CPL Inter Logistics Operations Team, specialists in international freight transportation and customs clearance, with more than 15 years of experience and an internationally recognized ISO 9001:2015 quality management system.