DHL “Clearance delay” custom clearance problems in South Africa

[rpm]

We often order technical equipment from the US or Europe, and when we use DHL there are typically clearance delays.

Has anybody else experienced this problem, and how did you resolve it?

 

[Gtx Gaming]

Normally it means they looking for the right import code for the type of equipment.

I normally phone them and tell them what are inside the package and they sort it out.

Customs are also not very efficient, so delays are quite normal.

 

[rpm]

We have found out what the problem was when calling the helpdesk. The process is as follows:

• Your shipment arrives at customers, and DHL contacts you to ask for payment for custom clearance.
• They send you an invoice, and ask you to send Proof of Payment (PoP) to za.pop@dhl.com
• When they receive your proof of payment, they log it against your package number.
• However, they now have to wait for the money to clear in their account, and this is where the problem comes in.
• They do not check whether the money has cleared, and therefore your package gets stuck in customs with the message “Clearance delay”, although you have paid.

The solution to the problem:

• After you have made payment, and around the time the money has cleared, call DHL SA on 0860 345 000 (or DHL Customs 086 034 5000).
• Ask to speak to customs, and give them your airwaybill number (AWB).
• Also send them another email with your PoP to za.pop@dhl.com
• Now ask them to look whether they have received the payment, and that it is allocated to the package.
• After the payment has been allocated to the package, they will clear it with customs, and you should receive it soon afterwards (one or two days).

 

[rpm]

Normally it means they looking for the right import code for the type of equipment.

Thanks for the feedback. This time around it looks like a system problem with DHL. This happens nearly every time, and I now know why - there is one step in the process which they are not doing, which means the package cannot be released.

 

[mister]

Thanks for the feedback. This time around it looks like a system problem with DHL. This happens nearly every time, and I now know why - there is one step in the process which they are not doing, which means the package cannot be released.

I've had this exact same experience with them for years and years! I always end up having to the send the POP to about 50 people

 

[rpm]

I've had this exact same experience with them for years and years! I always end up having to the send the POP to about 50 people

Exactly the same here.

And now we know why - the PoP is not missing, but rather that the EFT payment associated with the PoP is not cleared and linked to the package.

 

[Jola]

I have had the same problem with Amazon/UPS.

IMO it is caused by complete incompetence in Customs.

In my case the tax was prepaid to Amazon.

 

[Nefertiti]

Thanks for the feedback. This time around it looks like a system problem with DHL. This happens nearly every time, and I now know why - there is one step in the process which they are not doing, which means the package cannot be released.

When I phoned them I got the distinct impression that the help desk guys dont have the right access privileges to check. We used their online payment portal to make it easier and one would think that it would notify them somehow but alas. Im not going to complain about it too much though, I still get my international parcels quicker than some local companies I deal with.

 

[rpm]

An update: The DHL shipment is still stuck in customers.

This morning their “lines are congested”, and it is therefore a challenge to resolve the issue.

When I finally got through, DHL said they have a big backlog, which can cause delays of many days to allocate a payment to a shipment. DHL said there is not much a customer can do, and should just be patient until they move to a new system to sort out the backlogs.

 

[rpm]

If you continue to struggle with getting your DHL package, use this form: http://www.dhl.co.za/en/contact_center/contact_express/contact_express_management.html

We were contacted within 2 hours, with a solution to get the package.

 

[AstroTurf]

We often order technical equipment from the US or Europe, and when we use DHL there are typically clearance delays.

Has anybody else experienced this problem, and how did you resolve it?

We stopped using DHL whenever possible.
The last "package" (about 350kg worth of machinery) they shipped for me was from China, It went from China to South Africa, To Australia, to New Zealand then came back to South Africa again only to get stuck in Customs clearance for a month.

We get PGF ( http://www.exportnow.co.za/ ) to arrange it all for us now.

 

[Happiness Francaise]

Hello, my name is Happiness Ojemekele, I sent my friend Ragosebo gifts using dhl and they were sent from Lagos Nigeria with tracking number 2682466931. It has been with dhl customs for over one month. I was asked to send receipts of the items I sent, after which I responded that the items where purchased at a flee market hence no receipt was issued. I went to Nigeria High court of Justice to swear an affidavit and also attached a copy of my Nigeria Driver's license and sent to dhl. The items has not been released to Ragosebo instead she got a mail stating we pay R5,000 storage fee and it will be taken to the South African warehouse and that will be the end of the items. We were asked to call Precious Buthelzi with a phone number attached to it we called and the person that picked delayed for over 10minutes before saying Precious wasn't available and we would be contacted when she's available, it's over 48hours and we've not heard a thing.
Pls dhl customs is that a new way of extorting Nigerians?? Do you hate Nigerians this much that you want to deal with us at the slightest opportunity??
All the document I sent were in due time but dhl will take days in responding to the messages and yet they want me to pay an outrageous amount of R5,000 for their incompetence.
. Pls kindly look into this or kindly return my items back to Nigeria.

 

[mister]

Hello, my name is Happiness Ojemekele, I sent my friend Ragosebo gifts using dhl and they were sent from Lagos Nigeria with tracking number 2682466931.

Your friend in South Africa needs to contact DHL himself, and they will probably need his ID number to release the package. He can call the ZA Clearance office at 0860 345 000 (opt 3) or email za.clearancequeries@dhl.com

 

[Happiness Francaise]

My friend in South Africa has contacted them severally but nothing has been done for 42days, the items have been with them, pls do something.

 

[Messugga]

My friend in South Africa has contacted them severally but nothing has been done for 42days, the items have been with them, pls do something.

What is it you expect a bunch of random people on the Internet is supposed to do?

 

[The_Traveller]

My friend in South Africa has contacted them severally but nothing has been done for 42days, the items have been with them, pls do something.

Yes I see its with them for over month.

PM me, I will try and help you out.