FAQ
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"本人确认文件" 57 search results
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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.
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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
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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.
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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.
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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
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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
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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.
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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.
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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.
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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.
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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.
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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.
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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?
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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.
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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.
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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.
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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
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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.
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Q: I live in Japan. Can I send a gift to my acquaintance living overseas?A: You can do that. However, be careful because the gift recipient will need his/her identity verification. Some destination nations might have restrictions, such as applicable rules on prohibited goods. Check the destination country and region in advance.
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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.
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Q: Which document will I need to seek damages?A: It depends on the case. For more information, see here.
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Q: I checked my tracking number, and it said my item was lost. What should I do?A: We will investigate and take the procedures to seek damages. For more information, see here.
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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.
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Q: Is an operation check service available?A: We don’t provide it. Consult with your sales outlet.
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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.
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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.
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Q: How do I know if my package has arrived at the Rakuten Global Express warehouse or not?A: If your package arrives during business hours, you will be notified of your package's arrival on the next business day via your Mypage or email. If the delivery status is not updated on your Mypage or you do not receive the notice of delivery by email, you can use the "Check if your package has been delivered" link to contact us.MyPage > List of items > Check if your package has been delivered
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Q: I have checked my tracking number. My parcel has stopped at the sender’s country and region.A: Usually it takes a long time to pass customs when they check your parcel content for a long time or because cargo gets congested at the customhouse. Rakuten Global Express does not know actual situations. Wait for notification from the customhouse.
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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
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Q: I received my item, but it is damaged. What should I do?A: We will investigate and take the procedures to seek damages. For more information, see here.
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Q: Can you track the status of my parcel, or provide support when I could not receive my parcel?A: At Rakuten Global Express, we ask that customers be responsible for tracking the status of their parcels and receiving them. For more details, please refer to Article 2, Clause 3 and Article 14, Clause 6 of the terms and conditionsPlease check the tracking information on the websites of the shipping company and your local post office. The tracking information might be updated with a delay sometimes.
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Q: I do not know the size limit for large/heavy items.A: International shipping fees vary depending on the country and shipping method. For details, please refer to the Pricing page.For domestic delivery in Japan, it depends on the delivery company you use. Please check the website of each company.
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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.
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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.
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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.)
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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.
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Q: Can you send any product with lithium ion batteries (such as mobile phones, laptop computers or digital cameras)?A: The regulations for shipping vary by country, region, and shipping method. For details, please consult the guide for the applicable country or region.
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Q: Can I choose whether to pay the Goods and Services Tax (GST) or the Value Added Tax(VAT) through Rakuten Global Express or to pay at the time of import declaration/receipt of package?A: When payments are made cannot be decided individually. The process of paying customs duties is a fixed process according to each country's laws. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Q: What kind of payment methods are available?A: Visit the Payment Methods page for more information on available payment methods.
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Q: How do I know if I am entered into a point campaign or not?A: - During the campaign: After clicking the 'ENTER' button on the campaign page, if it says 'Entry Complete,' this means that you have already been entered into the campaign. (Please note that if you do not meet other campaign conditions, you cannot participate even if you click the ENTER button)- After the campaign ends: please contact customer support to confirm your entry.
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Q: Are there any limits on size or weight?A: Limits on size and weight vary depending on the country you ship from and the mode of shipment (Super Express, Standard Express, Economy Air, Surface).Please see the shipping fee table or Pricing Calculator to check whether or not your cargo can be shipped.
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Q: Can I send mobile batteries overseas?A: Overseas shipping is not available. With regards to regulations on products including lithium ion batteries, please consult the page about items that cannot be shipped overseas, as well as the guide for the applicable country or region.
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Q: I’m search for a tracking number, but I cannot find it. Why is that?A: It takes a longer time to reflect your data on the website in some cases. Wait for a little while, and check back later. If you cannot still find it after waiting, contact our customer support.
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Q: How secure is my personal information when I use facial recognition verification?A: You may confirm our privacy policy here.
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Q: What is Value-Added Tax (VAT)?A: Value-Added Tax (VAT) is a tax which is incurred when importing goods purchased on Japanese online retailers into an applicable country. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Q: Can Rakuten Global Express allocate the HS code to shipments?A: Rakuten Global Express allocate HS codes according to the Statistical Code on behalf of its customers and clients., when shipping parcels to required countries and/or regions.If products have been allocated HS code, you can check the HS code via the “Details about packages” page of your My Page. Please confirm before making payment.
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Q: My item still hasn’t passed customs. What should I do?A: Usually it takes a long time to pass customs when they check your parcel content for a long time or because cargo gets congested at the customhouse. Rakuten Global Express does not know actual situations. Please check the notifications from the customhouse or the delivery company(such as ECMS).
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Q: What is Goods and Services Tax (GST)?A: Goods and Services Tax (GST) is a tax which is incurred when importing goods purchased on Japanese online retailers into an applicable country. Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Q: Is it possible to deliver an order from online shop or real store to Rakuten Global Express?A: Please ask the relevant seller whether they can deliver it to Rakuten Global Express.If you have already made a purchase on the Rakuten website and did not get a reply from the seller, please contact Rakuten Ichiba customer support center for assistance.*Support is only in Japanese
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Q: What is the “address for shopping”?A: Address for shopping is your exclusive warehouse address issued to customer who have registered with Rakuten Global Express.When shopping at online shops or offline stores, please fill in your the address in the “Shipping address” field.Packages will be delivered to the warehouse based on the customer code (3 alphanumeric characters + 5-6 digits number).If the customer code is not filled in or the recipient information does not match with customer code information, the package cannot be registered as the customer's package. Please make sure to fill in accurate information.Also please see the below for other FAQ regarding address for shopping.How can I use my Rakuten Global Express “address for shopping” on shopping websites?When shopping, do I have to completely fill in Address for Shopping?Can I use the “address for shopping” for purposes other than placing orders?
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Q: Tracking information for my item being shipped via the Super Express, Standard Express, Economy Air, or Surface options is not updating. Is there anything that can be done about this?A: 1. If tracking information ends in JapanThe item is either en route or waiting to be loaded on to an airplane or boat. Please wait a while longer. 2. The item has arrived in the destination but has stoppedPlease check the link below to inquire about the status.If using postal delivery, please request a copy of the shipping invoice from customer support, and take that copy to your local post office.【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(International ePacket, Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf these steps do not solve the problem, please check the shipment number (tracking number), and contact customer support.After checking with the shipping company and understanding the situation, we will be in touch about possible responses.
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Q: How to use shipping coupons?A: 1. Acquire a coupon during the valid period2. Proceed with the packing and sending process on My Page3. Choose the coupon during checkout4. Confirm the shipping charge after applying the coupon5. Finalize the paymentTo read more about how to use coupons, please check out this page.
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Q: How do I pay Goods and Services Tax (GST) or Value Added Tax (VAT)?A: [Manual Ship]Goods and Services Tax (GST) or Value Added Tax (VAT) can be paid at the same time as the shipping fees on My Page.After selecting Shipping Mode, please pay the shipping fees in STEP 1, then pay the Goods and Services Tax (GST) or Value Added Tax (VAT) in STEP 2.Please note that shipping will be put on hold if you do not complete payment of both shipping fees and these taxes.[Auto ship]Please go to the “Personal Settings” section on “My Page” and enter your preferred card for tax payments beforehand.If registered, payment will be made for Goods and Services Tax (GST) or Value Added Tax (VAT) along with the shipping fees. If not registered, please note that the payment will not be completed and the shipment will be held.Please see this page for details on which countries/shipments are eligible for payment on Rakuten Global Express, as well as information on surcharges, etc.
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Q: Why is the product price at the time I placed my order different to the product price I see on My Page?A: [Purchased items at Rakuten Ichiba and Rakuten Books]The product amount displayed on My Page is the amount after a coupon has been applied.* From February 10th 2022, the above amount will be reflected on My Page regardless of the time of purchase.The way the displayed amount is calculated differs according the type of coupon.Please check the details below.・ When using a discount rate coupon (example: 10% discount coupon)〈Order details〉Product A: 6,000 JPY x 1 itemProduct B: 4,000 JPY x 1 item〈Coupon contents〉10% discount coupon〈Calculation method〉Product A: 6,000 JPY - 600 JPY (10% discount) = 5,400 JPYProduct B: 4,000 JPY - 400 JPY (10% discount amount) = 3,600 JPY〈Amount displayed on My Page〉Product A: 5,400 JPYProduct B: 3,600 JPY・ When using a fixed amount discount coupon (example: 1,000 JPY discount coupon)〈Order details〉Product A: 4,000 JPY x 1 itemProduct B: 6,000 JPY x 1 item〈Coupon contents〉1,000 JPY discount coupon〈Calculation method〉(1) Calculate the total amount of the order.Product A: 4,000 JPY + Product B: 6,000 JPY = Total amount: 10,000 JPY(2) Calculate the distribution ratio of each product from the total amount of (1).Product A: 4,000 JPY ÷ 10,000 JPY = 40%Product B: 6,000 JPY ÷ 10,000 JPY = 60%(3) Determine the discounted amount for each product using the distrbution ratio from (2).Product A: 1,000 JPY x 40% = 400 JPYProduct B: 1,000 JPY x 60% = 600 JPY(4) The discount amount worked out in (3) is deducted from each product amount.Product A: 4,000 JPY - 400 JPY = 3,600 JPYProduct B: 6,000 JPY - 600 JPY = 5,400 JPY〈Amount displayed on My Page〉Product A: 3,600 JPYProduct B: 5,400 JPYIf the invoice document at the time of shipping or the shipping label show item prices, these will be the price after applying the coupon.In addition, please note that the amount after applying the coupon will be applied to export/import customs clearance declarations.[Purchased items from online shopping sites other than Rakuten Ichiba and Rakuten Books]If you would like to correct the pre-registration information for your registered items information, please check here.
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Q: How long after the shipment has arrived warehouse will I receive notice of the delivery?A: If your package arrives during business hours, you will be notified of your package's arrival on the next business day via your Mypage or email. If the delivery status is not updated on your Mypage or you do not receive the notice of delivery by email, you can use the "Check if your package has been delivered" link to contact us.MyPage > List of items > Check if your package has been delivered
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Q: Even though I already paid Goods and Service Tax (GST) or Value Added Tax (VAT) to Rakuten Global Express, I was asked to pay it again during import declaration or delivery of the goods. What should I do?A: If you already paid the Goods and Services Tax (GST) to Rakuten Global Express, but the delivery company re-invoices you upon import declaration or arrival of the items, we will refund the amount via payment method you used (credit card, etc.), cash transfer to your Japanese bank account, or refund by Rakuten points (time limited points).The shipping history page with the receipt you paid to the logistics company, and click “In case of duplicate payment of Goods and Services Tax (GST) ”or “Value Added Tax (VAT)” to contact us.*Refunds are only available in cases where Rakuten Global Express collects Goods and Services Tax (GST) and Value Added Tax (VAT) on the customer's behalf in advance. Please click here for a list of eligible countries.*The image above is an example of Goods and Services Tax (GST).
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Q: The tracking information says the parcel is being returned. What should I do?A: Please contact using the appropriate link below based on the service used, and confirm whether the shipment can be received by presenting the invoice or paying import duty. dispatch note or by paying the required customs duties. If you require an invoice, please contact our customer support. 【Super Express】DHL: https://www.dhl.com/global-en/home/location-selector.htmlFedEx: https://www.fedex.com/global/choose-location.html【Standard Express】Mail (EMS) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Economy Air】ECMS : https://www.global.ecmsglobal.com/contact-usPostal Service(International ePacket, Small Packets Airmail・Economy Air SAL) : https://www.post.japanpost.jp/int/ems/delivery/link.html【Surface】Postal Service(Small Packets Surface mail) : https://www.post.japanpost.jp/int/ems/delivery/link.htmlIf the return procedures have already been completed, please wait for us to contact you once we received your returned parcel. Please note that if any return shipping charges or customs duties happens, you will be required pay for these charges.*International shipping charges may be refunded, depending on the results of the investigation request.
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