Customs Wants More Documents for Your Online Order: What Should You Do?
You order a product from an overseas website. The payment is completed, the seller ships the package, and the tracking information shows that it has arrived in Türkiye.
Then, instead of receiving the package, you receive a message from the courier or customs representative:
“Additional documents are required for customs clearance.”
You may be asked to provide:
- the order invoice;
- payment confirmation;
- credit-card statement;
- bank transaction record;
- screenshot or link to the product page;
- description of the product;
- information regarding its intended use;
- or an import permit or conformity document.
Does this mean the goods have been seized?
Usually, no.
A request for additional documents generally means that Customs cannot complete the customs procedure on the basis of the information currently available. The authority may need to determine the actual customs value, exact identity and tariff classification of the product, whether it is genuinely intended for personal use, and whether its importation requires an authorisation or conformity document. Turkish import rules expressly provide that documents required for importation depend on the product’s tariff classification and may include licences, certificates, conformity documents and other regulatory approvals.
However, since 1 February 2026, the legal framework applicable to online purchases entering Türkiye has become considerably stricter. Cross-border e-commerce purchases are no longer generally cleared through the former low-value simplified customs declaration mechanism merely because their value is small. Products purchased through foreign e-commerce platforms are now, irrespective of value, subject to the applicable normal import procedures unless they fall within a specific exception.
For this reason, when Turkish Customs asks for additional documents, the request should not be ignored.
1. Why Does Turkish Customs Ask for Additional Documents?
There are several possible reasons.
Customs may wish to determine:
- whether the invoice is genuine;
- whether the amount declared by the seller corresponds to the amount actually paid;
- what exactly the product is;
- whether shipping costs have been correctly included in the customs value;
- whether several goods are contained in the shipment;
- whether the goods are for personal or commercial purposes;
- whether the declared tariff classification is correct;
- whether the product is restricted;
- or whether a licence, conformity certificate, technical document or other authorisation is required.
The Ministry of Trade expressly states that the documentation required for an import cannot be determined without knowing the product’s GTIP — Customs Tariff Statistics Position. Depending on the product, Customs may require documents such as conformity certificates, surveillance documents, control certificates, health certificates, analysis reports or CE-related documentation.
Therefore:
“I bought it online for myself” is not always sufficient information for customs clearance.
2. The Most Important Document: The Order Invoice
The first document that should normally be produced is the invoice or equivalent purchase document issued by the online seller.
Ideally, it should contain:
- name of the seller;
- name of the purchaser;
- order number;
- date;
- product description;
- quantity;
- unit price;
- total price;
- currency;
- shipping cost, if separately stated;
- discounts;
- and, where available, product or model number.
The invoice helps Customs answer two essential questions:
What is the product?
and
How much was actually paid for it?
However, an invoice does not necessarily end the customs-value inquiry.
Where Customs has doubts concerning the accuracy or reality of the declared value, additional evidence may be required. Turkish customs valuation rules are based primarily on the price actually paid or payable for imported goods, subject to the adjustments prescribed by customs law.
3. Why Might Customs Ask for Proof of Payment?
Imagine that the seller’s invoice states:
Product price: USD 80
but the purchaser’s card was actually charged:
USD 420.
Customs will naturally want to know which figure represents the real transaction.
For this reason, proof of payment can become extremely important.
Depending on the transaction, useful evidence may include:
- credit-card statement;
- bank transfer receipt;
- PayPal or similar payment record;
- online banking transaction;
- marketplace payment confirmation;
- digital wallet record;
- or another document showing the amount actually transferred.
The Ministry of Trade’s customs-document coding system expressly recognises payment/bank receipts and documents relating to customs value, including bank-transfer and pricing documents, as customs documentation categories.
Accordingly, when Customs asks for a credit-card statement, the purpose will often be to determine whether the invoice reflects the real amount paid.
4. Should You Send Your Entire Credit-Card Statement?
Usually, it is sensible to provide only what is necessary to prove the transaction, unless the competent authority expressly requests something broader.
For example, the relevant document may show:
- cardholder’s name;
- transaction date;
- merchant;
- amount;
- currency;
- and transaction reference.
Unrelated personal transactions can generally be redacted where doing so does not prevent verification of the relevant purchase.
The essential objective is to establish a clear connection between:
order → invoice → payment → imported product.
5. Why Does Customs Sometimes Ask for the Product Link?
The product page can be highly useful where the description appearing on the shipment or invoice is insufficient.
Suppose the customs declaration merely states:
“Electronic accessory – USD 100.”
That description may not establish whether the item is:
- a computer accessory;
- radio transmitter;
- medical device;
- camera component;
- wireless communication product;
- industrial controller;
- or another regulated device.
A product-page link or screenshot may reveal:
- exact model;
- technical specifications;
- brand;
- dimensions;
- materials;
- intended function;
- sales price;
- and photographs.
This information can assist Customs in identifying the appropriate GTIP and deciding whether import restrictions apply. Turkish import rules specifically require the product’s tariff classification to determine applicable taxes, prohibitions, permits and conformity requirements.
The product link is therefore not necessarily a universally mandatory statutory document, but it can be extremely valuable supporting evidence where the nature or value of the product is unclear.
6. What If the Online Product Page Has Disappeared?
This is common.
An online seller may:
- delete the listing;
- discontinue the product;
- change the price;
- close the store;
- or remove the marketplace listing after the order.
The purchaser should then provide alternative evidence, such as:
- order confirmation e-mail;
- saved screenshot;
- marketplace order-history page;
- invoice;
- seller correspondence;
- payment record;
- technical catalogue;
- model number;
- or manufacturer’s website.
The purpose is to establish the product’s identity and the actual transaction as convincingly as possible.
7. Which Price Is the “Real Customs Value”?
Customs value should not automatically be confused with the retail price currently appearing on the internet.
The principal customs valuation method is the transaction-value method. Under the Turkish customs valuation system, the starting point is generally the price actually paid or payable for the imported goods, subject to legally prescribed additions.
For example:
Normal website price: EUR 500
Black Friday discount: EUR 300
Amount actually paid: EUR 300
If the discount is genuine and properly documented, the EUR 300 transaction price will generally be much more legally significant than the previous EUR 500 advertised price.
The purchaser should therefore keep evidence of genuine promotional discounts, coupon codes and sale campaigns.
8. Shipping Costs Can Also Affect Customs Value
A common mistake is to assume that only the product price matters.
For goods arriving by post or express cargo, the Ministry of Trade states that transportation expenses incurred up to the point of entry into Türkiye are included in the customs value. Where the invoice or proof of payment separately identifies the product price and freight cost, those figures can be used.
If freight is not shown separately in the relevant documentation, specific customs valuation rules may apply.
For this reason, when Customs requests an invoice, it is helpful to show clearly:
Product: EUR 200
Shipping: EUR 25
Total payment: EUR 225
rather than presenting an unclear document showing only a single unexplained amount.
9. What If the Seller Declared an Artificially Low Price?
This is one of the most common risk scenarios in international e-commerce.
Suppose you purchase a product for:
USD 500
but the overseas seller writes on the package:
“Value: USD 30.”
The purchaser should not continue to defend the USD 30 figure merely because it appears on the shipping documentation.
If Customs asks for evidence, the safest approach is to produce the genuine:
- order confirmation;
- invoice;
- payment record;
- and product information.
Customs valuation rules focus on the amount actually paid or payable, not on an artificial value inserted on the parcel merely to reduce customs charges.
An unexplained contradiction between the declared value and actual payment may lead to additional scrutiny.
10. What If the Invoice Is Correct but Customs Still Thinks the Price Is Too Low?
This can occur when the product was:
- heavily discounted;
- purchased second-hand;
- refurbished;
- sold during a liquidation sale;
- obtained with a coupon;
- or purchased through a special membership programme.
In this situation, additional documentation becomes particularly important.
The purchaser should consider presenting:
- campaign screenshot;
- coupon code;
- original product listing;
- payment statement;
- seller correspondence;
- evidence that the product is used/refurbished;
- or other documents explaining the low price.
The legal objective is to prove that the apparently low price represents a genuine commercial transaction, rather than artificial undervaluation.
11. Can Customs Ignore the Invoice and Determine Another Value?
An invoice has significant evidential value, but Customs is not required to accept every declared figure uncritically.
Turkish customs valuation rules provide an ordered system for determining value. The transaction value is the primary method; if that method cannot lawfully be applied, customs legislation provides alternative methods that are used sequentially.
Therefore, simply producing an invoice bearing a low figure does not guarantee that the same amount will ultimately be accepted as the customs value.
This is why it is useful to submit the invoice together with objective payment evidence.
12. Why Does Customs Ask: “What Will You Use This Product For?”
The answer may affect whether the goods are treated as genuinely personal or as goods connected with commercial activity.
For example:
Scenario A – Personal Use
One specialised camera lens is purchased by an amateur photographer for private use.
Scenario B – Possible Commercial Use
Twenty identical camera lenses are ordered by one person.
Scenario C – Company Use
An industrial sensor is ordered for installation in a company’s manufacturing line.
The same type of object may receive different customs treatment depending on quantity, purpose and the applicable import regime.
Turkish customs legislation distinguishes non-commercial personal shipments from commercial imports. The Ministry’s current rules likewise apply simplified or special procedures only where the statutory conditions concerning personal use and non-commercial quantity and character are met.
13. “It Is for My Own Use” Is Not a Magic Formula
The passenger or purchaser’s statement does not conclusively determine the legal character of the goods.
Customs may consider:
- number of products;
- frequency of similar imports;
- identical models or sizes;
- total value;
- packaging;
- type of product;
- technical characteristics;
- purchaser’s business activity;
- and other circumstances.
For example, a person ordering one replacement computer keyboard may easily establish personal use.
A person ordering:
50 identical keyboards
cannot necessarily avoid commercial-import requirements by writing:
“I collect keyboards.”
The factual circumstances must support the explanation.
14. A Major 2026 Change: Online Purchases Are Now Subject to Stricter Import Procedures
This point is particularly important for articles written under the current 2026 rules.
On 7 January 2026, the Ministry of Trade announced a major change concerning cross-border e-commerce imports.
Effective from 1 February 2026, products sold through overseas e-commerce platforms were removed from the former simplified customs declaration system regardless of their value, subject to specific statutory exceptions. Such goods may still be imported, but their customs clearance is carried out under the applicable general import rules.
The Ministry stated that the change followed product-safety concerns identified in cross-border e-commerce products.
Therefore, an internet purchaser should no longer assume:
“My product is cheap, so Customs cannot ask for additional paperwork.”
Even a relatively low-value online order may require normal import documentation depending on the product and applicable procedure.
15. Can the Courier Company Complete the Customs Procedure?
In many cases, yes.
Current Ministry guidance states that for personal-use goods arriving by post or express cargo with a value between EUR 0 and EUR 1,500 and a gross weight not exceeding 30 kg, provided the goods are not commercial in quantity or nature, express-cargo operators may complete a detailed customs declaration on behalf of the recipient. Import duties and other obligations must nevertheless be fulfilled.
The courier may therefore contact the purchaser and request documents required for the declaration.
However, the courier does not decide whether the product is legally importable.
Customs and the competent regulatory authorities retain that role.
16. Why Should You Respond Quickly to the Courier?
Delaying the response may increase costs.
Current Ministry guidance states that express-cargo operators may charge storage, customs-brokerage and similar fees after notifying the recipient that the shipment has arrived.
Therefore, ignoring an e-mail requesting additional documentation may result in:
- longer customs detention;
- storage costs;
- additional brokerage costs;
- and delay in obtaining the goods.
A request should therefore be examined immediately to determine exactly which documents are missing.
17. What If the Product Requires an Import Permit?
This is the second major issue after customs value.
Some products cannot be imported merely by paying customs duties.
Depending on the product’s GTIP and technical characteristics, Türkiye may require:
- import permission;
- CE-related conformity control;
- TAREKS procedures;
- health certificate;
- control certificate;
- analysis report;
- surveillance documentation;
- radio/frequency approval;
- product-safety inspection;
- or another sector-specific document.
The Ministry of Trade expressly states that product-specific restrictions and required documents must be determined by reference to the product’s GTIP and the applicable Import Communiqués and Product Safety and Inspection Communiqués.
Therefore:
An invoice and credit-card statement can prove the price, but they cannot replace a legally required import permit.
18. Examples of Products Requiring Special Attention
The Ministry identifies several categories in which import restrictions or conformity controls may arise, including:
- certain used or refurbished goods;
- products subject to CE requirements;
- certain toys;
- products subject to frequency or licence restrictions;
- some personal protective equipment;
- some textile products;
- some medical devices;
- and certain agricultural goods.
In addition, product-specific restrictions may apply to goods sent through post and express cargo.
For example, current Ministry guidance states that mobile phones cannot ordinarily be imported through post or express cargo simply by paying the applicable tax.
Cosmetic products also have specific restrictions under the postal/express-cargo regime.
Therefore, before arguing about value, it is necessary to ask:
Is this particular product legally importable through this method at all?
19. Product Safety Has Become Particularly Important
Türkiye has recently increased scrutiny of goods purchased through overseas e-commerce platforms.
In October 2025, the Ministry restricted simplified customs treatment for shoes, toys and leather-goods categories such as bags and suitcases after laboratory testing identified significant product-safety concerns.
The broader 2026 change then removed overseas e-commerce platform purchases generally from the former simplified low-value import mechanism from 1 February 2026.
Consequently, additional-document requests increasingly involve not merely tax calculation, but also product safety and regulatory compliance.
20. What Documents Should You Send?
Where Customs or the courier requests proof concerning an online purchase, a strong documentation package will usually contain, depending on the case:
Purchase Evidence
- commercial invoice;
- order confirmation;
- marketplace order page;
- seller’s receipt.
Payment Evidence
- credit-card transaction;
- bank statement;
- bank-transfer receipt;
- marketplace payment receipt;
- PayPal or electronic-wallet record.
Product Evidence
- current or archived product link;
- screenshot;
- brand and model;
- technical specifications;
- photographs;
- catalogue;
- serial or product number.
Shipping Evidence
- shipping invoice;
- tracking record;
- freight amount;
- packing list where applicable.
Use and Ownership Evidence
Where requested:
- brief written statement explaining intended use;
- evidence that the product is for the purchaser;
- or company documents if the goods are actually intended for business use.
Regulatory Documents
Depending on the product:
- import licence;
- CE/conformity documents;
- TAREKS documentation;
- health certificate;
- control certificate;
- laboratory report;
- or other sector-specific documents.
The precise documentation depends on the GTIP and import regime.
21. What If the Invoice and Credit-Card Statement Show Different Amounts?
Do not simply submit both documents without explaining the difference.
There may be a perfectly legitimate explanation.
For example:
Invoice: EUR 200
Credit card charge: EUR 225
because:
Product: EUR 200
Shipping: EUR 25.
Or:
Original price: EUR 500
Discount: EUR 150
Final payment: EUR 350.
Or the card statement may contain:
- currency conversion;
- marketplace commission;
- separate shipping payment;
- multiple products in one transaction.
A short written explanation accompanied by the relevant documents can prevent Customs from interpreting an innocent difference as undervaluation.
22. What If You Used a Coupon?
Keep evidence of it.
For example:
Retail price: USD 300
Coupon discount: USD 100
Actually paid: USD 200
The relevant legal issue is whether the USD 200 amount was genuinely the price paid for the imported goods.
Because customs valuation principally begins with the price actually paid or payable, genuine discounts should be supported with objective evidence.
A screenshot of the coupon or order summary can therefore become useful evidence.
23. What If the Seller Sent the Wrong Invoice?
Ask for a corrected invoice immediately.
Do not alter the document yourself.
For example, where the seller has:
- entered the wrong product;
- entered an incorrect value;
- used another customer’s name;
- incorrectly marked the product as a gift;
- or omitted the actual purchase amount,
the buyer should request a corrected commercial document and preserve correspondence showing how the error occurred.
Submitting a document personally altered by the buyer may create unnecessary questions about authenticity.
24. What If the Seller Marked the Product as a “Gift”?
A commercial online purchase does not become a genuine gift merely because the overseas seller writes:
“Gift – USD 10”
on the parcel.
The order history and payment record may establish that the goods were actually purchased.
The purchaser should therefore disclose the genuine transaction when requested.
Customs valuation focuses on the real transaction and actual payment rather than the descriptive label placed on a parcel.
25. What If You Cannot Obtain the Required Import Permit?
That is a different problem from missing proof of payment.
If Customs requires a legally mandatory regulatory document and the purchaser cannot obtain it, simply proving the purchase price will not necessarily allow release of the goods.
Release for free circulation requires:
- application of applicable trade-policy measures;
- completion of other import formalities;
- and payment of legally due import taxes.
Therefore, where a mandatory approval cannot be obtained, alternatives such as return or other legally available customs procedures may need to be examined with the courier or customs representative.
26. Practical Example: Customs Questions a USD 100 Invoice
A Turkish consumer orders a laptop accessory from an overseas marketplace.
The parcel states:
Value: USD 100.
Customs requests additional documents.
The purchaser sends:
- the website invoice;
- order confirmation;
- credit-card statement showing USD 100;
- product-page link;
- screenshot showing the same sale price;
- technical description.
In this example, the documents are mutually consistent.
The purchaser can establish:
the identity of the product + the amount paid + the purpose of the transaction.
Customs can then proceed to determine the applicable tariff classification, tax and any relevant import requirement.
27. Practical Example: Customs Detects Undervaluation
A consumer purchases a watch for:
EUR 900.
The seller declares:
EUR 70.
Customs asks for:
- invoice;
- product link;
- payment evidence.
The credit-card statement shows EUR 900.
In this situation, insisting that the product is worth EUR 70 because the shipping label says EUR 70 is not a sensible legal position.
The genuine purchase price should be disclosed.
The customs-value system is based primarily on the price actually paid or payable, together with relevant statutory adjustments.
28. Practical Example: Value Is Proven but Import Permission Is Missing
A consumer orders a specialised wireless electronic device for EUR 250.
He produces:
- invoice;
- card statement;
- product link.
There is no dispute about the EUR 250 value.
However, the technical characteristics of the device bring it within a category requiring regulatory control.
In this case, proving the purchase price does not complete the import procedure.
The purchaser must also satisfy the applicable technical/import requirements because Turkish Customs determines regulatory requirements by reference to the GTIP and relevant product legislation.
29. What Should You Do Step by Step?
When Customs requests additional documentation for an online order, the safest sequence is:
First: determine exactly what Customs or the courier is requesting.
Second: obtain the original invoice/order confirmation.
Third: obtain objective evidence of actual payment.
Fourth: save the product page or screenshot.
Fifth: verify whether product price and payment amount match; if not, explain the difference.
Sixth: identify the exact product, brand, model and intended use.
Seventh: determine the GTIP where necessary.
Eighth: investigate whether the product requires an import permit, conformity document or product-safety approval.
Ninth: submit the documents without unnecessary delay to prevent additional storage and clearance costs.
Tenth: if the import cannot be completed because of regulatory restrictions, determine immediately whether return or another customs procedure is available.
Conclusion
A request for additional documents from Turkish Customs does not necessarily mean that an online order has been confiscated.
In many cases, Customs is attempting to determine three basic issues:
What exactly did you buy?
How much did you actually pay?
Can this product legally be imported into Türkiye?
The most useful evidence will often include the invoice, payment record, credit-card statement, product page and technical description.
However, these documents perform different functions.
The invoice and payment records primarily establish the transaction and customs value.
The product page assists in identifying the goods and their technical characteristics.
The explanation of intended use assists in determining the nature of the import.
An import licence or conformity document, where legally required, proves that the product is eligible to enter the Turkish market.
Most importantly, the legal position changed significantly on 1 February 2026. Overseas e-commerce platform purchases are no longer generally entitled to the former low-value simplified customs declaration treatment merely because the goods are inexpensive. Current import procedures and product-safety requirements must therefore be examined more carefully.
The best response to an additional-document request is not to send one random screenshot. It is to create a consistent evidentiary chain showing the product, the transaction, the payment and the legal basis for its importation.
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