If goods never arrive and platform support asks for customs documents, buyers can feel trapped. The supplier arranged shipping, the forwarder may not talk to the buyer, and the buyer may not have the records being requested.
Use this checklist to organize the request and show who controlled the shipping evidence.
Documents to request
- Commercial invoice and packing list.
- Tracking numbers for every carton.
- Pickup receipt or warehouse handoff proof.
- Customs entry status or broker notice.
- Delivery proof or carrier loss statement.
For the full dispute context, read seller-arranged shipping but no customs documents. DDPexpert’s China freight forwarder guide explains the logistics records buyers should expect.
What to tell platform support
Explain that the seller arranged shipping and that you requested the documents. Attach the request, the supplier response, tracking status, order record, payment proof, and any delivery failure evidence. Keep the summary short and chronological.
Before the claim deadline
Ask support exactly what substitute evidence is acceptable if the seller refuses documents. Do not wait silently while the deadline approaches.
For deadline pressure, use the no delivery, no refund checklist. DDPexpert’s China import planning resource helps buyers set cleaner shipping terms in future orders.
Final recommendation
When customs documents are requested after non-delivery, focus on responsibility. Show who arranged shipping, what records were requested, and what evidence proves the goods were not delivered.
