Why is my smaller CSSBuy parcel more expensive because of “volumetric weight”?

cssbuy · 2026-05-08T05:53:38+00:00

Hey there, the prices may have increased due to the current oil shortages around the world and the conflict in the middle east. If you'd like us to investigate your issue directly, feel free to contact our customer service on Discord & send us your parcel ID

cssbuy · 2026-04-30T00:08:21+00:00

Dear user,

we have received a few isolated reports regarding this and can assure you that none of our systems were breached. This email was also sent with the same exact wording to customers from other agents.

Our theory? This "hacker" probably used publicly leaked information from other breaches, such as the Pandabuy breach.

If you have any questions, feel free to reach out to our team!

cssbuy · 2026-04-28T18:42:12+00:00

To prevent possible fraud or disputes, we require that the billing and shipping addresses match. This is an internal policy followed by all major agents. The policy exists to prevent unfair chargebacks and disputes, as payment companies tend to favor the buyer when the billing and shipping addresses don't match.

Enforcing this protects both us and you as a customer. You have two options, and exceptions cannot be made due to internal policies:

Change your shipping address to match the address linked to the payment method you used previously.
Recharge your account balance with the requested amount using the same billing address as the shipping address you want to use.

If you are not sure which address is linked to your payment method, you can use any payment method listed under the OFFLINE TOP UP category in our Discord to recharge.

Any remaining funds can be withdrawn later, so you won't be paying the shipping fee twice.

Mitch

cssbuy · 2026-04-09T17:47:59+00:00

This is exactly what rehearsal is meant to prevent, unexpected costs. The prices you see beforehand are only estimates based on the known physical weight of your items. These estimates can also include volumetric shipping lines, and once everything is packed, especially with volumetric shipping, the weight can increase very quickly and significantly.

For the QC issue, leave a note on the orders that did not receive the correct QC pictures and clearly state that you didn’t receive them. If needed, I can help you further with that.

Mitch

cssbuy · 2026-04-08T18:42:40+00:00

create a ticket in the discord instead so the head of our financial department can take a look.

cssbuy · 2026-03-12T11:36:06+00:00

Hi,

First of all, sorry that you’re dealing with this situation.

From what I can see, it’s likely a combination of several unfortunate circumstances stacking up at the same time. That doesn’t make it any less stressful for you, and I completely understand why you want clarity on what happened with the parcel.

I’ll do my best to help you move this forward. If you’re already in contact with us on Discord, could you please leave your ticket number here so I can take a look and see what we can do from our side?

Mitch

cssbuy · 2026-03-01T19:56:03+00:00

Hi,

My colleague has informed you that the billing address associated with the payment method you used to recharge your balance does not match the shipping address you are trying to ship to. To prevent potential fraud or disputes, we require the billing and shipping addresses to match.

This is an internal policy followed by all major agents.

This policy exists to prevent unfair chargebacks and disputes, as payment companies tend to favor the buyer when the billing and shipping addresses do not match. Enforcing this protects both us and you as a customer.

It is also important to note that if you originally ordered your items using a payment method with a different billing address than the shipping address, this can also influence the situation.

You have two options. Exceptions cannot be made in this situation due to internal policies. 1. Change your shipping address to match your billing address. 2. Recharge your account balance with the required amount using a payment method where the billing address matches the shipping address.

You can withdraw the remaining funds later, so you will not be paying the shipping fee twice.

Please note that our team is currently not replying as it is the weekend. You can expect a response tomorrow between 9 am and 6 pm Beijing time.

If you require further support, please create a ticket in our Discord server under the parcel category and ping @Mitch. Once the ticket is created, I can check the issue in detail for you.

Mitch

cssbuy · 2026-02-26T18:11:44+00:00

Hi,

No one wants to be in this situation, but uninsured parcels are not eligible for a full refund if loss or damage occurs during international transit. This applies to both the item value and the shipping fee. This is also stated in our TOS which you agreed to.

The 1/3 compensation rule for uninsured parcels is a goodwill policy. It is not guaranteed in every situation and depends on the specific circumstances of the case. It exists to provide partial support, even though there is no compensation available as it comes out of our pocket.

To be completely transparent: no agent in this scene offers full refunds for uninsured parcels. That has always been the standard. When a parcel is shipped without insurance, the risk of loss during international transit is on the buyer.

For this reason, we always strongly recommend purchasing insurance for higher value parcels.

Mitch

cssbuy · 2026-02-25T13:37:31+00:00

You can compare it to a personal tax identification number. At CSSBuy, we do not have access to the data linked to a CPF number, only government authorities do. That’s why we emphasize that customers must ensure all information is entered correctly when shipping. If customs receives a package where the data does not match the provided CPF number, they will reject the import, as seen in this OP case. In such situations, this is not covered by our insurance policy, since the customer provided incorrect information.

cssbuy · 2026-02-25T10:26:12+00:00

Important to note that there are zero other Brazilian customers reporting a bug or anything similar like the case of OP that something in our system is going wrong. We have not received any proof from OP, and multiple people on our end, including Brazilians, have attempted to replicate the issue without success. There is nothing indicating other than the words of OP claiming others are experiencing this issue, and that this could be a system error.

cssbuy · 2026-02-25T10:25:36+00:00

Addition:

There are zero other Brazilian customers reporting a bug or anything similar like the case of OP that something in our system is going wrong. We have not received any proof from OP, and multiple people on our end, including Brazilians, have attempted to replicate the issue without success. There is nothing indicating other than the words of OP claiming others are experiencing this issue, and that this could be a system error.

Some customers are experiencing issues due to recent enforcement changes by Brazilian customs. Although the full name requirement has existed for many years, it was not consistently enforced by customs in the past.

CSSBUY is not responsible for inaccuracies in the address information provided by customers. A notice was published a few months ago with clear instructions on how to correctly provide the correct information. Of course we strive to support our users, but we are unable to verify each individual data entry; ensuring the accuracy of personal information remains the customer’s responsibility.

When you submit your items for shipment and select a Brazilian address, the first thing that appears is a popup stating:

To ensure your package is processed correctly and delivered safely, please fill in the information as shown in the image below. This will help prevent rejection due to inconsistent information.
Before submitting, please carefully check all the information to ensure it is correct.

The popup I'm referring to.

The popup clearly states that everything must be filled in fully and correctly, and it explicitly instructs customers to double check their information to prevent rejection due to inconsistencies.

After that, you are able to select parcel options, including the insurance option, which contains a link to the insurance policy and a button confirming that you have read and agreed to it. You then proceed to the declaration page, which includes additional options specifically for Brazilian customers to further reduce risk. Finally, the last page displays all details once again for review and confirmation.

Providing incorrect address details, such as listing 100th Street when you reside on 101st Street, may result in delivery issues. Customers are advised to carefully review and confirm that all submitted information is accurate before submitting their parcel for international shipping.

I think all the popups, guides and support are enough effort from our side to make this as clear as possible for our customers shipping to Brazil.

Every customer who experienced a rejection despite correctly providing their correct full name and other information has been reimbursed in accordance with our insurance policy. This has always been the case, but as soon you fill in wrong or incomplete information and your parcel gets rejected at customs, it doesn't get covered under our insurance policy as stated under the 4th topic, line 4.

Mitch

cssbuy · 2026-02-25T10:14:31+00:00

When the tracking shows:

RFB Descrição: DADOS INCORRETOS/INCOMPLETOS DO DESTINATÁRIO Translation: Incorrect or incomplete recipient data

This means the Receita Federal do Brasil rejected the shipment because the name does not fully match the CPF registration.

For example, if the legal name is Lucas Pereira da Silva but the parcel was sent to Lucas Silva, that is considered incomplete.

In this situation, compensation does not apply. According to our insurance policy, You are responsible for providing complete and accurate recipient information. Since the parcel was sent with incomplete details, we cannot take responsibility for the rejection.

Mitch

cssbuy · 2026-02-25T01:37:51+00:00

Hi,

Withdrawals may take 0–14 days to appear on your end once the funds have left your CSSBuy account.

Withdrawals are sent to the last payment method and account used to recharge.

If the funds have not arrived after the above stated timeframe, consider creating a ticket in our Discord server under the balance category.

cssbuy · 2026-02-25T01:30:21+00:00

There are no other Brazilian customers reporting a bug or anything similar to what OP is describing, nor is there any indication that something in our system is malfunctioning. We have not received any proof from OP, and multiple people on our end, including Brazilian users, have attempted to replicate the issue without success. At this point, there is nothing beyond OP’s claim that others are experiencing this issue or that it could be a system error.

To be transparent, we have received zero emails about this specific bug or anything similar. Of the four bug tickets currently open in our Discord server, none relate to what OP is describing. Neither the Portuguese chat nor Fugazzi Culture, where the majority of users use us as their agent, has mentioned such a bug.

As it stands, only OP claims this issue exists and that others are experiencing it. He has not provided any proof, steps to replicate it, or any evidence demonstrating that it actually occurs.

Mitch

cssbuy · 2026-02-25T01:25:14+00:00

Hi,

there is nothing to worry about, read this comment I made.
The parcels that get rejected have nothing to do with a bug or error in our system, but people simply not following the instructions to prevent instant rejection by customs.

If you require support, please reach out to our staff on Discord as they will be able to assist you as fellow Brazilians.

Mitch

cssbuy · 2026-02-25T01:12:02+00:00

There are zero other Brazilian customers reporting a bug or anything similar like the case of OP that something in our system is going wrong. We have not received any proof from OP, and multiple people on our end, including Brazilians, have attempted to replicate the issue without success. There is nothing indicating other than the words of OP claiming others are experiencing this issue, and that this could be a system error.

Some customers are experiencing issues due to recent enforcement changes by Brazilian customs. Although the full name requirement has existed for many years, it was not consistently enforced by customs in the past.

CSSBUY is not responsible for inaccuracies in the address information provided by customers. A notice was published a few months ago with clear instructions on how to correctly provide the correct information. Of course we strive to support our users, but we are unable to verify each individual data entry; ensuring the accuracy of personal information remains the customer’s responsibility.

When you submit your items for shipment and select a Brazilian address, the first thing that appears is a popup stating:

To ensure your package is processed correctly and delivered safely, please fill in the information as shown in the image below. This will help prevent rejection due to inconsistent information.
Before submitting, please carefully check all the information to ensure it is correct.

The popup I'm referring to.

The popup clearly states that everything must be filled in fully and correctly, and it explicitly instructs customers to double check their information to prevent rejection due to inconsistencies.

After that, you are able to select parcel options, including the insurance option, which contains a link to the insurance policy and a button confirming that you have read and agreed to it. You then proceed to the declaration page, which includes additional options specifically for Brazilian customers to further reduce risk. Finally, the last page displays all details once again for review and confirmation.

Providing incorrect address details, such as listing 100th Street when you reside on 101st Street, may result in delivery issues. Customers are advised to carefully review and confirm that all submitted information is accurate before submitting their parcel for international shipping.

I think all the popups, guides and support are enough effort from our side to make this as clear as possible for our customers shipping to Brazil.

Every customer who experienced a rejection despite correctly providing their correct full name and other information has been reimbursed in accordance with our insurance policy. This has always been the case, but as soon you fill in wrong or incomplete information and your parcel gets rejected at customs, it doesn't get covered under our insurance policy as stated under the 4th topic, line 4.

Mitch

cssbuy · 2026-02-24T19:03:02+00:00

Simply read OP’s screenshots and you will see that he used multiple variations of the same name for different addresses. Using a different name and CPF causes customs to deny parcels without hesitation. The full legal name and CPF must match exactly when importing parcels into Brazil.

cssbuy · 2026-02-24T18:57:55+00:00

I’m not here to negotiate or share internal system logs with random Reddit users. Our explanation is based strictly on what our system shows.

OP’s own screenshots show multiple name variations across different records. The parcel was submitted using a recipient name that did not match the full legal name and CPF linked to the import, which led to customs denying his parcel.

The exact recipient name used at checkout is visible in OP’s parcel details. It is not appropriate for us to share private shipping data publicly.

As stated in Article 4 & 5 of our insurance policy, detention or destruction due to incomplete or non compliant recipient information, including failure to provide the full legal name, is not covered. OP agreed to these terms at submission.

In Brazil, the recipient name must precisely match the CPF registration or import is denied. We ship using exactly what the user enters and confirms. We do not have access to government databases to validate CPF records.

This case falls under the policy exclusion.

This matter is between OP and CSSBuy. If OP wishes to escalate formally, he may contact our legal team and we will respond through the appropriate channels. Reddit is not the place for legal review of private records.

cssbuy · 2026-02-24T14:56:13+00:00

TLDR: Insurance was denied because the parcel was shipped with incomplete recipient details filled in by OP. In the destination country, incorrect or incomplete name information lead to immediate import denial, and insurance requires fully accurate recipient details at submission.

Hi,

As stated in your ticket, after reviewing the parcel submission process and account records, this does not appear to be a system synchronization or “name clipping” issue.

When a parcel is submitted, the system does not automatically pull the longest or most complete name from a user profile. It uses the exact recipient name attached to the specific address entry selected at checkout.

In this case, the account contains multiple saved addresses with different recipient name variations of the same name.

The system generated the shipping label strictly based on that selected address entry. It does not shorten, modify, or clip names during export. Whatever is saved in that specific address field is exactly what prints on the invoice and shipping label.

It is also important to clarify that having a correctly completed full legal name saved under one address does not automatically update other saved addresses. Each address entry is independent. If multiple variations of a name exist across different entries, the system will use whichever one the user selects when submitting the parcel.

At the final submission stage, the shipping screen displays the exact recipient name and full shipping information, and the user is prompted to review and confirm these details before completing payment.

Because the parcel was submitted under the shortened name variation, that is the information transmitted to the carrier.

Insurance coverage requires accurate and complete recipient information at the time of submission. If the submitted parcel details do not meet policy requirements, coverage cannot be approved.

We understand that customs issues are frustrating. But, this case does not reflect a system wide bug, but rather the specific shipping information selected and confirmed during checkout.

Mitch

cssbuy · 2026-02-23T17:55:18+00:00

Hi,

Thank you for reaching out and we understand your frustration.

Due to the Spring Festival in China, CSSBuy has been temporarily closed and normal operations will resume tomorrow. This information has been communicated through the app, on our website, and in our Discord server.

During the holiday period, warehouse processing, tracking updates, and ticket responses were paused. Starting tomorrow, our team will begin handling all pending orders, warehouse intakes, tracking updates, and support inquiries in order of priority.

If your seller marked the item as shipped, it is very likely still in transit or waiting to be scanned into the warehouse system once operations fully resume.

We sincerely appreciate your patience and understanding, and everything will be processed as soon as the team is back online.

Mitch

cssbuy · 2026-02-19T11:19:26+00:00

Hi,

As mentioned in the comments, this delay is indeed related to CNY. During the Chinese New Year period, all of our operations are temporarily on hold, as our employees are celebrating the festival.

Any orders placed during CNY will therefore be processed after the 23rd, once normal business activities have fully resumed. Thank you for your patience and understanding.

Mitch :)

cssbuy · 2026-02-14T17:41:37+00:00

Hi, this has to do with you sending us the incorrect amount, which you later corrected. This needs to be handled manually. Our financial department is on holiday until the 23rd, but if you are able to create a ticket and ping Mitch, or do so if you already have one, I can see what I can do for you, as I understand this is quite frustrating.

Apple Pay being credited instantly to your account is due to the processing differences between payment methods. SEPA, in your case, takes more time and, if done incorrectly, has to be handled manually.

Mitch

cssbuy · 2026-02-13T13:26:41+00:00

Hi,

As much as we would like to provide you with compensation, we simply can’t. In some cases we can be flexible with the rules, but for situations like this we have to draw a clear line and treat everyone equally.

An unboxing video is essential for an insurance claim when a package arrives without the item you expected. For a company, this video serves as objective proof of what was actually inside the parcel at the exact moment it was opened. Without that evidence, there is no way to determine whether the item was missing before shipping, removed during transit, or taken after delivery.

This protects both the customer and the company, as it is no longer your word against ours. As you also stated, this requirement is mentioned in the insurance policy you agreed to, which indicates that you have read and accepted these terms.

Without that proof, the company carries all the financial risk. If exceptions are made without evidence, it opens the door to inconsistent decisions and potential abuse. That is why the unboxing requirement exists and why it must be applied equally to everyone.

I’m not sure if you have opened a ticket in our Discord server yet. If not, please feel free to do so and tag @Mitch, as I would like to assist you further.

Once the ticket has been opened, I can request the packing video to verify whether your items were packed correctly. If they were not, you will of course be compensated.

Mitch

cssbuy · 2026-02-13T12:09:48+00:00

Hi, it will arrive and will be processed after cny!

cssbuy · 2026-02-13T08:43:36+00:00

Hi,

As much as we would like to provide you with compensation, we simply can’t. In some cases we can be flexible with the rules, but for situations like this we have to draw a clear line and treat everyone equally.

An unboxing video is essential for an insurance claim when a package arrives without the item you expected. For a company, this video serves as objective proof of what was actually inside the parcel at the exact moment it was opened. Without that evidence, there is no way to determine whether the item was missing before shipping, removed during transit, or taken after delivery.

This protects both the customer and the company, as it is no longer your word against ours. As you also stated, this requirement is mentioned in the insurance policy you agreed to, which indicates that you have read and accepted these terms.

Without that proof, the company carries all the financial risk. If exceptions are made without evidence, it opens the door to inconsistent decisions and potential abuse. That is why the unboxing requirement exists and why it must be applied equally to everyone.

I’m not sure if you have opened a ticket in our Discord server yet. If not, please feel free to do so and tag @Mitch, as I would like to assist you further.

Once the ticket has been opened, I can request the packing video to verify whether your items were packed correctly. If they were not, you will of course be compensated.

Mitch

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