Refunds

Detecting Stuck-in-Customs Shipments from logistics_status

Shipments stuck in customs are a common headache for dropshippers. They lead to delayed deliveries, increased customer inquiries, and ultimately, a higher risk of disputes and negative feedback. Proactively identifying these orders allows you to communicate with your buyers, offer solutions, and potentially initiate refunds before the situation escalates.

Understanding AliExpress Logistics Status Codes

Fetch Order Tracking pulls detailed logistics information directly from AliExpress. The logistics_status field is a critical indicator of a package's journey. While many statuses are self-explanatory, recognizing patterns for customs issues requires a deeper look.

Common Logistics Statuses Related to Customs

• CUSTOMS_CLEARANCE_IN_PROGRESS: The package is currently undergoing customs inspection. This is a normal, albeit sometimes lengthy, part of international shipping.
• CUSTOMS_CLEARANCE_FAILED: Customs clearance was unsuccessful. This often requires action from the recipient or sender.
• CUSTOMS_INSPECTION_FAILED: Similar to 'clearance failed', indicating an issue during inspection.
• RETURNED_TO_SENDER: In some cases, if customs clearance fails repeatedly or the item is prohibited, it may be returned to the origin country.
• DELIVERY_EXCEPTION: A general status that can sometimes encompass customs hold-ups, especially if accompanied by specific notes in the status_description field.

The key to proactive detection isn't just identifying a 'customs' status, but recognizing when a package remains in that status for an unusually long time, indicating it's truly 'stuck'.

Identifying Stuck-in-Customs Shipments in Google Sheets

Fetch Order Tracking populates your Google Sheet with the logistics_status for every order. You can use simple spreadsheet formulas to flag potential problems.

Step 1: Track Customs-Related Statuses

First, identify all orders currently in a customs-related status. Assuming your logistics_status is in column F, you could use a helper column (e.g., column G) with a formula like this:

=IF(OR(F2="CUSTOMS_CLEARANCE_IN_PROGRESS", F2="CUSTOMS_CLEARANCE_FAILED", F2="CUSTOMS_INSPECTION_FAILED"), "Customs Hold", "")

Drag this formula down for all rows. This will mark 'Customs Hold' next to any relevant orders.

Step 2: Calculate Duration in Status

This is where you detect if a package is truly 'stuck'. You need to compare the current date with when the package entered its current logistics_status. Fetch Order Tracking provides last_logistics_update_time (e.g., column H) and gmt_create (e.g., column I) for the order. While last_logistics_update_time is useful, for detecting a 'stuck' status, you might also need to track the *first* time a customs status appeared.

A more robust approach involves using a separate sheet or a manual log to note when an order first enters a customs status. However, for a quick check, you can compare the last_logistics_update_time to NOW() (current date/time).

Assuming last_logistics_update_time is in column H:

=IF(G2="Customs Hold", ROUNDDOWN(NOW()-H2,0), "")

This formula, placed in a new helper column (e.g., column J), will show the number of days since the last logistics update for orders on customs hold. Format column J as a number.

Step 3: Set Thresholds for 'Stuck'

Define what constitutes 'stuck' for your business. This varies by shipping method and destination country. For many standard shipping lines, 7-10 days in customs without movement is a strong indicator. For slower methods, it might be 15-20 days.

In column K, you can create a 'Stuck Status' flag:

=IF(AND(G2="Customs Hold", J2>=10), "STUCK IN CUSTOMS", "")

This will flag any order that has been in a customs-related status for 10 or more days since its last logistics update.

Automating Refunds and Communication

Once you identify 'STUCK IN CUSTOMS' orders, you can take action:

1. Communicate with the Buyer

   Proactively message your eBay buyer. Explain that their package is experiencing delays at customs and that you are monitoring it. Offer reassurance. This transparency can significantly reduce the likelihood of a dispute.

2. Contact AliExpress Supplier

   Open a chat with your AliExpress supplier. Provide them with the tracking number and inquire about the customs hold. Sometimes they can provide more specific information or even contact the logistics provider directly.

3. Initiate Refund or Reshipment

   If the package remains stuck for an unacceptable period (e.g., 20-30 days beyond your threshold), consider offering a refund or reshipping the item. Most AliExpress buyer protection policies have a maximum delivery time (e.g., 60-90 days). You don't want to wait until the buyer files a dispute.

   • For a refund: Update the order_status in your sheet to reflect a refund initiated (e.g., 'REFUND_PENDING').
   • For a reshipment: Create a new order for the replacement item and link it to the original eBay order in your tracking sheet.

4. Monitor Refund Status

   Fetch Order Tracking will also update the gmt_refund and end_reason fields once a refund is processed on AliExpress. Keep an eye on these to confirm your refund was successful. Common end_reason values for non-delivery include BUYER_ACCEPT_GOODS (if the buyer accepts a partial refund and keeps the item), or FINISH (if the refund is fully processed).

By leveraging Fetch Order Tracking's detailed logistics data and applying simple spreadsheet logic, you can transform a reactive problem into a proactive workflow, saving time, reducing losses, and improving customer satisfaction.

To start streamlining your order tracking and refund detection, visit Fetch Order Tracking.

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