International Package Returned For “Insufficient Content Description” Due to Shopify Customs Form

Shopify Discussion

Topic summary

International USPS package was returned for “Insufficient Content Description” after Shopify’s customs form auto-filled an HS Code description instead of specific product names.

  • Shipment: USPS International Priority Mail to the Netherlands; first international return in 3 years.

  • Items: Barbie dolls, Ken dolls, and Barbie fashions. Shopify inserted the HS Code text: “Tricycles, Scooters, Pedal Cars and Similar Wheeled Toys; Doll’s Carriages; Dolls; Other Toys Etc.”

  • Impact: Package returned; merchant paid $118.95 to reship, duplicated the order, and manually corrected each line item. Plans to hand-edit future customs forms.

  • Request: Merchant asserts Shopify caused the issue, seeks reimbursement of $118.95 and a change so HS Code text isn’t used as the “Detailed Description of Contents.”

  • Context: HS Code (Harmonized System) is a tariff classification and may be inadequate as a detailed contents description for customs.

  • Latest guidance: Another participant advises gathering evidence (returned package, receipts, USPS communications, and screenshots of Shopify-generated customs forms) and contacting Shopify Support via chat/email/phone.

Status: Unresolved; awaiting Shopify’s response and any app changes.

Summarized with AI on December 25. AI used: gpt-5.
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I just had a package I shipped USPS International Priority Mail to Netherlands returned to me due to “Insufficient Content Description” on the customs form.

This was the first International shipment I’ve ever had returned in 3 years of operating.

I discovered that the Shopify app changed my accurate product descriptions to the HS Code Description for each product. I was shipping Barbie dolls, Ken dolls and Barbie fashions. But under “Detailed Description of Contents” on the customers forms Shopify used the HS Code: “Tricycles, Scooters, Pedal Cars And Similar Wheeled Toys; Doll’s Carriages; Dolls; Other Toys Etc.”

So the package was returned to me and I had to duplicate the order and reship it at my expense for $118.95. I had to individually edit each item on the customs form to change the HS Code the USPS rejected as “Insignificant Content Description” to type in the individual product descriptions.

Now that I’ve discovered that the data Shopify is now using for the content descriptions on my international shipments is officially insignificant I know that I need to hand edit the custom forms for every shipment moving forward.

I respectfully submit that this is Shopify’s mistake and they should pay for the $118.95 reshipment cost I had to pay. How do I apply for such a refund?

I also believe the app should be changed so as not to use the insufficient HS Code in place of the actual product description.

1 Like
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Hi @MrJoesReallyBig ,

First of all, you should gather all relevant documentation, including the returned package, shipping receipts, and any communication with USPS regarding the insufficient content description, take screenshots of the customs forms generated by Shopify showing the incorrect HS Code descriptions. After that, you can contact Shopify support using the live chat, email, or phone support options to explain your situation in detail.