Complete Cross-Border Returns and Refunds Guide: What to Do When Problems Arise

3 Prevention Essentials

5 Cross-Border Return Scenarios

Case 1: Not as Described (Common)

The item differs from its listing photos, is the wrong size, has lower quality than described, or is a different model

1. Photograph the unboxing at the warehouse (required), and purchase an inspection if needed
2. Contact the seller on the shopping platform as soon as possible and submit a return or exchange request
3. Seller approves the return or exchange → send it to an address in China under the platform's rules (the buyer usually pays shipping) → seller ships a replacement
4. Seller refuses the return → request official platform arbitration (“item differs from listing photos” is usually easier to prove)
5. If arbitration fails → use HowBridge's logistics dispute assistance service (assistance with evidence photos and communication only; no payment handling)

Case 2: Damaged/Lost in Transit

Broken glass bottles, crushed or deformed items, damaged outer cartons, or an entire carton lost

1. Take photos immediately upon delivery (outer carton, shipping label, and item condition)
2. Contact HowBridge support as soon as possible, explain the situation, and submit the photos
3. Support will help contact the carrier to request information and report the issue
4. If an item is lost, the carrier will begin a tracing process
5. Compensation standard: for now, loss or damage is compensated up to three times that parcel’s shipping fee; optional declared-value protection (3% of the declared value, max NT$150; once available, compensation at the declared value up to NT$5,000) is coming soon; fragile items such as glass and ceramics are not accepted for shipping, and items shipped without disclosure are not eligible for compensation (fragile items, liquids, powders, batteries and battery-powered items, dangerous goods and prohibited items are not compensated with or without declared-value protection); the amount for damage is assessed case by case (The above compensation does not apply to precious metals and jewelry: they must first be insured by an insurance company, and HowBridge bears no liability for their loss or damage in transit; see the Terms of Service.)

Case 3: Customs Return/Seizure

Noncompliant goods, incomplete documents, or an incorrect declaration

1. After receiving a customs notice in the EZ WAY APP, file an objection or appeal by the deadline stated in the notice
2. Items subject to mandatory inspection → apply for a personal-use inspection exemption or complete the relevant registration (this will add processing time and warehousing costs)
3. Absolutely prohibited goods, such as illegal drugs or counterfeit goods → handled according to regulations and cannot be recovered through an appeal
4. Choose return shipping → the item is returned to the original seller, and the shipment owner pays the return shipping cost (based on the actual quote)
5. Incorrect declaration information → ask HowBridge to assist with corrections

Case 4: Damaged High-Value Items

High-value goods such as luxury items, 3C electronics, and cosmetics damaged during shipping

1. ⚠️ HowBridge compensation is currently capped at three times the shipping fee for loss or damage, and optional declared-value protection (3% of the declared value, max NT$150; up to NT$5,000 once available) is coming soon; assess the shipping risk of high-value goods before sending them (The above compensation does not apply to precious metals and jewelry: they must first be insured by an insurance company, and HowBridge bears no liability for their loss or damage in transit; see the Terms of Service.)
2. Take complete photos immediately upon delivery, including the outer carton, shipping label, and close-ups of the damage
3. Keep the purchase invoice, order page, and images of the item's serial number or brand label
4. Contact support as soon as possible so it can help report the issue to the carrier
5. Compensation standard: for now, loss or damage is compensated up to three times that parcel’s shipping fee; optional declared-value protection (3% of the declared value, max NT$150; once available, compensation at the declared value up to NT$5,000) is coming soon; fragile items such as glass and ceramics are not accepted for shipping, and items shipped without disclosure are not eligible for compensation (fragile items, liquids, powders, batteries and battery-powered items, dangerous goods and prohibited items are not compensated with or without declared-value protection); the amount for damage is assessed case by case (The above compensation does not apply to precious metals and jewelry: they must first be insured by an insurance company, and HowBridge bears no liability for their loss or damage in transit; see the Terms of Service.)

Case 5: Forwarder Handling Error

A parcel is consolidated under the wrong customer, omitted, sent to the wrong address, lost during consolidation, or mislabeled

1. Contact HowBridge support immediately
2. Provide the order number, parcel tracking number, and all relevant photos
3. An internal system audit will be conducted by reviewing warehouse photos and comparing shipping lists
4. If the issue is confirmed to be our error, we will issue a refund, reship the parcel, or reimburse shipping costs as appropriate
5. Compensation may be requested for more serious errors and will be assessed case by case

Evidence Tips (Critical)

Whether a cross-border return succeeds depends heavily on having complete evidence. These are the 3 essential times to take photos:

海關退款是什麼？哪些情況可以申請？

海關退款是指納稅義務人向財政部關務署所屬海關申請退還已繳的關稅。依關稅法第65條，溢徵的稅款可以在稅款完納翌日起 1 年內申請發還，並按日加計利息；個人跨境網購遭到詐騙的，依財政部113年5月27日台財關字第1131014492號令，在放行翌日起 6 個月內申請更正報單、退還溢繳稅款。

退運、溢繳退稅的完整流程，請看進口關稅退稅與退運申請完整說明。

Customs Return Appeal Channels

After customs decides to return a shipment, you may file an objection by the deadline stated in the notice. There are three channels:

1. EZ WAY APP “Objection”：Submit the objection directly in the APP and attach supporting documents.
2. Customs Administration Appeal：Submit a written objection with the commercial invoice and product photos.
3. Ask HowBridge Support：Our staff members who are familiar with the process can help you prepare documents and handle follow-up communication.

Refund Process and Timing

Refund processing times vary by situation and payment method. The actual timeframe is subject to the operating rules of each platform, carrier, and payment provider.

※ For cross-border payments or credit card reversals, the actual posting time also depends on the card issuer's processing schedule.

退貨與海關退款名詞解釋

海關退款

向海關申請退還已繳關稅；溢徵稅款依關稅法第65條在稅款完納翌日起 1 年內申請發還。

復查

不服海關核定的稅則號別、完稅價格或應補稅款時，依關稅法第45條在收到稅款繳納證翌日起 30 日內以書面向海關申請重新審查。

退運

不得進口的貨物，由海關責令納稅義務人限期運回國外（關稅法第96條）。

保價

集運業者對運送中貨件遺失或破損訂定的賠償上限；好運器目前遺失與破損最高賠償該件運費三倍（貴金屬與珠寶除外：須先由保險公司承保，運輸中遺失或損壞好運器不負賠償責任，詳見服務條款）；加購保價（申報貨值 × 3%，最多 NT$150）開放後，按保價金額理賠、最高 NT$5,000。

貨不對版

商品與賣家描述不符，屬品質問題；依中國消保法第24條，退換貨的運輸等必要費用由經營者負擔。

Cross-Border Return FAQs