Alibaba Customs Fee Exceeded the Value of My $12 Order

On August 15, 2026, I ordered a Smael wristwatch through Alibaba. I purchased the product for $5 plus taxes, for a total of $12. After my order entered Türkiye, it was held by customs, and I received an official notice from PTT.

The notice from PTT stated that I needed to work with a customs brokerage firm in order to receive the product. The brokerage firm I was referred to requested $71 from me to prepare the necessary documents. Considering that the total value of the product is only $12, this fee is extremely excessive and disproportionate. For this reason, I refused to pay it, and I am currently unable to receive my product.

Although we tried to contact the seller and Alibaba's platform support regarding the issue, we were unable to reach anyone, and no solution was provided. I can neither receive my product nor obtain a refund for the amount I paid.

I expect Alibaba to fully refund the purchase price I paid for this order, along with any additional charges that may have been deducted. I also request that Alibaba provide a more transparent and consumer-friendly solution for customs procedures in Türkiye in similar situations so that customers are not left at a disadvantage.