Urgent help needed! Shipment from Hong Kong to Vienna returned to shipper
This is the most important order I have ever worked on and it must arrive to Vienna by October 18th.
The goods were ready to leave sooner but for some unknown reason reason, our freight forwarder sat on it for a few days and now we’re under huge pressure. It must arrive to Vienna by 18th October for an event taking place on that day.
Our freight forwarder has already tried shipping this order via DHL express on Oct 9th, but DHL returned the shipment before it even reached the border, because they didn't accept the proof of payment we submitted and suspected that we claimed a lower value for the shipment. However, we claimed the real value and submitted the original bank documents.
We are now under very high pressure to deliver this order to Vienna by 18th October. The shipment contains 9 boxes of approximately 22kg each, 1320 mechanical music boxes (no batteries).
Questions:
- Is there still a chance I can prevent this shipment from being returned by sending additional documentation?
- What documents does DHL look for, particularly what payment proof do they accept?
- Who can I send this documentation to to check it, before reattempting this shipment, to check that they’re ok before DHL has the chance to reject it?
- How can I find out detailed feedback on the reason why the documents were rejected?