# Serious Customs / Refund Issue - Order #162592 (AIBI Pocket) held in Shenzhen

**URL:** <https://forums.living.ai/t/serious-customs-refund-issue-order-162592-aibi-pocket-held-in-shenzhen/16869>\
**Category:** General Discussion\
**Created:** [November 9, 2026, 11:57am UTC](https://forums.living.ai/t/serious-customs-refund-issue-order-162592-aibi-pocket-held-in-shenzhen/16869 "2026-11-09T11:57:53Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![nicole.stadler](https://forums.living.ai/user_avatar/forums.living.ai/nicole.stadler/32/60739_2.png) [@nicole.stadler](https://forums.living.ai/u/nicole.stadler)\
**Post date:** [November 9, 2026, 11:57am UTC](https://forums.living.ai/t/serious-customs-refund-issue-order-162592-aibi-pocket-held-in-shenzhen/16869/1 "2026-11-09T11:57:53Z")

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Hello everyone,

I am writing this post here as a last resort because the standard email support has not resolved my issue. I need urgent assistance from the official staff regarding my **Order #162592** (AIBI Pocket).

@Wayne_Zhang – Could you please look into this case manually?

My return package has been properly shipped from Germany and has been holding at the import customs office in Shenzhen since **October 2nd, 2026** , according to China Post (Tracking: **RT62619699DE** ).

The support team recently stated they are waiting for the package to be delivered before issuing a refund. However, the package cannot be delivered because the warehouse team is refusing to clear and collect it from customs. I have full documentation showing that I was asked by support to declare a fake value of €9.00 on the customs form instead of the real purchase price of €250.00. I legally and correctly declared the real value.

Because of this refusal of acceptance, I have already been forced to escalate this case legally to PayPal Europe in Luxembourg via registered mail, as well as the official consumer protection authorities.

I love LivingAI products, but I expect a legally compliant and fair return process. Please clear the package from the Shenzhen customs office and issue my refund of $269.00 / €250.00.

Thank you for your swift attention to this matter, Wayne.

Best regards,  
Nicole

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**Author:** ![edward](https://forums.living.ai/user_avatar/forums.living.ai/edward/32/60544_2.png) [@edward](https://forums.living.ai/u/edward)\
**Post date:** [November 9, 2026, 12:48pm UTC](https://forums.living.ai/t/serious-customs-refund-issue-order-162592-aibi-pocket-held-in-shenzhen/16869/2 "2026-11-09T12:48:28Z")

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Split this topic on November 9, 2026, 12:48pm UTC

A post was merged into an existing topic: [Customer Support Service!](https://forums.living.ai/t/customer-support-service/6328)

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**Author:** ![edward](https://forums.living.ai/user_avatar/forums.living.ai/edward/32/60544_2.png) [@edward](https://forums.living.ai/u/edward)\
**Post date:** [November 9, 2026, 12:48pm UTC](https://forums.living.ai/t/serious-customs-refund-issue-order-162592-aibi-pocket-held-in-shenzhen/16869/3 "2026-11-09T12:48:29Z")

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Closed on November 9, 2026, 12:48pm UTC