English
FAQ
Please input the keywords you want to search.
"身份证明文件" 32 search results
-
Ｑ： Is there a problem with having identity verification documents in any language other than Japanese?Ａ： Please submit documents issued in the language of your country of residence.
-
Ｑ： Are documents in the name of my family member(parent or spouse) acceptable for Identity Verification?Ａ： In accordance with the Act on the Prevention of Transfer of Criminal Proceeds, we cannot accept any documents other than those of the customer him/herself.Please have a family member who can provide proof of their current address register for Rakuten Global Express, and use that.Examples of documents for Identity Verification
-
Ｑ： Is it okay to put multiple Identity Verification documents in one file and upload it?Ａ： No. Please use one file for one document to upload it.It is fine to separate two sides or another page of the same document for multiple uploads.
-
Ｑ： I want to change my shipping address or recipient name.Ａ： The rule of changing shipping address and recipient name differs depending on the identity verification method you chose after registration.【Identity verification using documents】1. If you haven't submitted any identity verification documents:You can change your current address or name.Please make changes from My Page below.https://secure.globalexpress.rakuten.co.jp/mypage/profile/cid/2. If you have submitted identity documents and are undergoing verification procedures:The registered current address or name cannot be changed.If you need to correct the information due to input errors when registering an account, please contact our customer support.3. If you have completed the identity verification, BUT haven't completed the first shipment:The first shipment can only be sent to the verified address and name.If you need to correct the information due to input errors when registering an account, please contact our customer support.4. If you have completed the identity verification AND completed the first shipment:After completing the first shipment, you can add new shipping addresses and recipient names in the address book.【Identity verification using facial recognition】You can add new shipping addresses and recipient names in the address book.
-
Ｑ： My facial recognition verification could not be completed.Ａ： There are various reasons for this.Please ensure that you follow the following instructions.Take a selfie of your full face.Ensure the image or video is not blurred.Make sure the light is not too low or too bright.Make sure your full face is within the image frame.Don’t crop or cut the edges.Remove all accessories like glasses, hats, etc.In case you are facing further difficulties, we advice you to proceed identity verification by uploading documents.
-
Ｑ： How many times can I submit the documents for facial recognition verification?Ａ： Only once. Please ensure that you have the required documents in hand before starting the verification process.
-
Ｑ： My device camera isn't working when doing facial recognition. (Or I don’t have a camera on my device.)Ａ： In the case where your device's camera is not loading, please try a different device or do identity verification by uploading documents.
-
Ｑ： How long will the identity verification process take?Ａ： [Where the identity verification process is based upon authentication by facial recognition]Normally, the process will be completed in about 5 to 10 minutes.[Where the identity verification process is based upon the submission of documents]Normally, the process will be completed in about one week.For details, please check on the matter from Here.
-
Ｑ： I cannot upload my identity verification documents.Ａ： The file you upload must meet the following requirements.Please check if the submission format is correct.- File format must be JPEG or PNG- File must has .jpg or .jpeg or .png as the extension- File name must be alphanumeric characters (Do not include double-byte characters, spaces, or symbols)- File size should be 5MB or less*You cannot upload while waiting for the results. Please wait for the result notification.*PDF file is not acceptable.
-
Ｑ： Can you delete my identity verification documents?Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, the handling of documents is as follows. If you wish to delete, please contact customer support.- Before identity verification (before using the service): Can be deleted- After identity verification (and would like to withdrawal from service): According to the Act on Prevention of Transfer of Criminal Proceeds, it is necessary to retain the data for 7 years after withdrawal, so it cannot be deleted.- After identity verification (and would like to use the service): Cannot be deleted
-
Ｑ： Can I submit my identity verification documents by mail?Ａ： From a security perspective, we will not accept your identity verification documents by mail. We would be grateful if you could cooperate with us.
-
Ｑ： Which countries and regions are eligible for identity verification using facial recognition?Ａ： All countries and regions with customers' face photo, full name, date of birth, and address on their National ID or Driving Licenses. However, currently the following countries and regions are not eligible. Please do identity verification by uploading documents.・Hong Kong・Macau・Russia・The Netherlands・Greece・Poland・Israel・Czech Republic・Switzerland・Ukraine・Belgium・Sweden・Chile・Finland・Hungary・New Zealand
-
Ｑ： Both my National ID or Driving License does not have all required information for facial recognition verification. What should I do?Ａ： Kindly proceed identity verification by uploading documents.
-
Ｑ： Which document will I need to seek damages?Ａ： It depends on the case. For more information, see here.
-
Ｑ： Can I receive documentation proving that I paid Goods and Services Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express?Ａ： The “Tax Payment received [Rakuten Global Express]” email sent to you by Rakuten Global Express after completing payment will serve as proof of payment.This email certifies your tax payment. Please store it with care and submit it when needed for the import declaration or to receive the package.
-
Ｑ： Are there any procedures required when importing glasses or sunglasses into the United States?Ａ： If using Super Express (FedEx), you may be asked to submit a DROP BALL TEST CERTIFICATE.Please fill in the following necessary information and submit it to the local customs or shipping company.You can download the document templates here.
-
Ｑ： What should I do if customs requests proof of the value of items?Ａ： The customs office in Japan or the country/region of delivery may request proof of the price of the contents at the time of customs clearance.Please obtain a receipt or statement from the place where you purchased from, which you can confirm the item value, and then contact the customs office or delivery company.[Items purchased from Rakuten Ichiba and Rakuten Books]You may issue from Purchase history > Order details for the item > Receipt and Invoice.For details, please check on FAQ page about Rakuten Ichiba receipts and invoice.About receipts and invoices (Rakuten Ichiba): https://ichiba.faq.rakuten.net/detail/000006734[Items purchased from online shopping sites other than Rakuten Ichiba and Rakuten Books or real store in Japan]Please contact the store where you purchased the items.■Notes・ Credit card or Paypal statement may not be sufficient proof. Please submit a receipt or invoice from when you purchased the items.・If the receipt or statement is in Japanese, please attach an explanation in the language of the destination country or region for smoother customs clearance.
-
Ｑ： Can I hide my face on my verification document for facial recognition verification?Ａ： Please do NOT edit the image in any way. The facial recognition system matches your face image on the document and the selfie you upload to verify your identity. Covering part of the document will render this process impossible.
-
Ｑ： What is identity verification by facial recognition(eKYC =electronic Know Your Customer)?Ａ： Identity verification by facial recognition (eKYC) is a method of verifying your identity by taking a photo of your face online. Click here for more details.
-
Ｑ： Is it possible to add "for personal use" to the invoice?Ａ： We do apologize, but we do not make any additions to invoices. *Please note that, while we cannot add the mention, "for personal use" the same effect can probably be obtained by not selecting "for commercial purpose" in the export purpose selection field.
-
Ｑ： What do I need to pay attention to when I send high-priced items (priced over ¥200,000)?Ａ： In cases where one package contains an item(s) priced over ¥200,000, please be aware of the below conditions.(Please note that certain shipping destination countries and/or methods of shipping may not be possible)- In the event a customs power of attorney is required, handling fees will be charged.- Please submit necessary customs information (ingredients, specifications, country of origin etc.) and documentation (certificate of origin/SDS etc.) - Depending on the regulations and costs in the destination country, private importation may not be permitted, and general trade customs tariffs may apply. Customs clearance may also not be possible.(For more information, see the Available Countries/Regions page.)
-
Ｑ： Can you accept and keep my packages before I have completed the Identity Verification procedure?Ａ： Yes. However, in order to start using Rakuten Global Express, it is necessary to complete the Identity Verification procedure, so we recommend that you complete Identity Verification before shopping.Examples of documents for Identity Verification
-
Ｑ： What is the identity verification process?Ａ： Based on the Act on Prevention of Transfer of Criminal Proceeds, we check your identity with your identity verification documents you send to us. For more information, visit the Identity Verification Process page.
-
Ｑ： Are there anything I should be careful about when shipping chemicals products to the United States?Ａ： In the United States, the import of chemical products* is regulated by the Toxic Substances Control Act (TSCA).When using Super Express, you may be required to submit a TSCA form.Please fill out the form and submit it to the local customs office or delivery company.You can download the TSCA form template here.*Example of chemical products:・Liquid (drinking water is not included, but water for research purposes is included in this definition)・Ink (including ballpoint pens, felt-tip pens, fountain pens, and markers)・Toner, paint, lacquer, wax
-
Ｑ： I coundn't make packing request for the items in Pending Items List, why?Ａ： This is because your Identity Verification procedure has not been completed or it is a prohibited item. Please check on Mypage and proceed with the required procedure.Examples of documents for Identity VerificationWhat is Restricted & Prohibited Items?What happens if the item I sent to Rakuten Global Express is a prohibited item?
-
Ｑ： An error code was displayed when carrying out facial recognition during the identity verification procedure.Ａ： Please log out once and log in again to see if you can carry out the facial recognition procedure.If you cannot carry out the facial recognition procedure, we apologize for the inconvenience, but please contact customer support.
-
Ｑ： What should I do if I would like a receipt?Ａ： [If you require a receipt for international shipping fees, Goods and Services Tax (GST), or Value-Added Tax (VAT)]Please select the shipment for which you want to issue a receipt from the shipping history in My Page, and press the “Issue Receipts” button.※ Please note that we cannot accept requests for specific receipt formats.[If you require a receipt for domestic shipping fees or other charges not mentioned above]Please prepare the recipient and any necessary details and contact customer support.※ The receipt format will be in “English”.※ The recipient and description can be provided in “English” or “Japanese”.※ Only one receipt can be issued per transaction.
-
Ｑ： Can I send a package to Rakuten Global Express if it does not have a tracking number?Ａ： We will accept parcels without a tracking number, such as express mail services, but we recommend delivery services with a tracking number.
-
Ｑ： What documents are required for identity verification using facial recognition?Ａ： Driving license or National ID with your face photo, full name, date of birth, and address printed on it. *All these information should be printed on the same document.*Handwritten documents cannot be processed.
-
Ｑ： How secure is my personal information when I use facial recognition verification?Ａ： You may confirm our privacy policy here.
-
Ｑ： What is Shufti Pro?Ａ： Shufti Pro is an Identity verification solution that incorporates Artificial Intelligence (AI) + human intelligence (HI) hybrid technology to provide identity verification solutions that help in Know Your Customer (KYC) and Anti-money laundering (AML) compliance. We have collaborated with Shufti Pro to offer you this service for a smooth experience.
-
Ｑ： What is a PCC number that is required for Economy Air shipments to Republic of Korea?Ａ： PCC stands for Personal Customs Code, which is required for import customs clearance in Republic of Korea.Rakuten Global Express requests customers shipping to Republic of Korea via Economy Air (ECMS) to complete the registration procedures for a PCC number in each shipment.For customers who do NOT have a PCC number:Customers who have not yet obtained a PCC number are kindly requested to obtain one in advance via the Korea Customs Service website as follows:1. Access the Korea Customs Service website. https://unipass.customs.go.kr/csp/persIndex.do2. Complete the identity verification procedure.3. Enter your name, resident registration number, and cell phone number on the PCC issuance application screen.4. Complete the PCC number issuance process.5. Proceed to “For customers who already have a PCC number”.For customers who already have a PCC number:After requesting shipment of your package, you will receive guidance on the PCC number registration procedure to the phone number listed in the shipping information, or to your linked e-mail address or KakaoTalk account.Once you have received the notification, please follow the instructions to complete the registration procedure.Important:- The PCC registration guidance will be sent to you via our local agent in South Korea (Lotte Global Logistics).- Please be aware that if you have not registered your PCC number, the export process from Japan may be stopped. - The PCC number must match the recipient information at the time of shipment.- If you are a non-South Korean citizen, you may submit your passport number instead of the PCC number.
Search based on keyword
Select from the keywords
prohibited items
batteries
arrival notification
Identity Documents
tracking
compensation
domestic forwarding
campaign
Rakuten Points
FedEx
Search based on category
※The page will be transitioned to the Rakuten Ichiba page in Japanese.
Company Information Privacy Policy CSR
© Rakuten Group, Inc.
