A request for additional documentation is not an accusation, it is a gap in the paperwork. Most requests are answerable in ten minutes if you understand what is being asked, and most delays come from people either not seeing the request or answering the wrong question.
The commercial invoice request
The most common request, asking for a document listing each item, its quantity, its unit value and the total, plus the shipper and recipient. If your shipment was declared with a vague description such as personal goods, this is what triggers it. An itemised list matching the actual contents and your order confirmations resolves it.
Proof of value
Sometimes the declared value looks inconsistent with the goods, either too low or unsupported. The answer is order confirmations or receipts showing what you actually paid, in the original currency, with the store name visible. Screenshots of a listing price are weaker than a confirmation of purchase, which is why keeping order emails matters.
Product-specific information
Certain categories generate their own requests: fibre composition for textiles, ingredient lists for cosmetics and food, battery type for electronics, and material composition for goods where the duty classification depends on it. These usually come from the manufacturer's packaging or the product page, and a photograph of the label is often accepted.
Answering well
Respond within one business day, answer the specific question asked rather than sending everything you have, and keep item descriptions plain and accurate. Descriptions such as cosmetic face cream, 3 units, 28 USD each are what the process wants. Vague or inconsistent answers generate a second request and another few days of delay.
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Start a buy-for-me order →Frequently asked
Who receives the request, me or the shipper?
Usually whoever is listed as the contact on the shipment, which may be the forwarder rather than you. If a shipment is sitting unexplained, ask the shipper whether they have received a request.
Can I under-declare to avoid this?
No. Under-declaration is misrepresentation and risks seizure and penalties far worse than the duty. Declared values should match what you paid.
Does a personal shipment need a formal entry?
Ordinary low-value personal shipments are generally handled informally by the carrier. Higher-value or commercial-looking shipments involve more paperwork, which is one reason large single shipments attract more process than several smaller ones.