Import Shipment Stuck at Customs on a KYC, IEC or AD Code Query: Action Guide

Your container or air consignment has landed, but the bill of entry will not clear. Customs has raised a query — a KYC mismatch, an inactive Import Export Code, an AD code that is not registered at this port, or a doubt about value or classification. The goods are not lost. This guide explains how to read the query, fix the underlying problem, reply through ICEGATE, and escalate so your shipment is released before demurrage eats your margin.

Reviewed on: 2026-05-29.

This guide is for importers in India whose shipment is held at a sea port, air cargo complex, or inland container depot because the customs system has flagged a query on the bill of entry. It is written for:

• First-time importers who just got their Import Export Code (IEC) and hit a hold on their very first consignment.
• Small and medium businesses whose goods are stuck on a KYC mismatch, an AD code not registered at the port, or an IEC that shows as inactive.
• Online sellers and e-commerce traders receiving commercial samples or stock who were told “customs query raised” and do not know what to do next.
• Anyone watching demurrage and detention charges climb while a clearance is pending and wanting to act fast.

This guide covers a commercial import on your own IEC through the customs Electronic Data Interchange (EDI) system. It does not cover a personal courier parcel held by a courier company, where the process and the scams around it are different — for that, read our guide on a fake "courier held by customs" scam before paying anyone. It also does not cover a suspended or risk-flagged IEC on the DGFT side, which has its own restoration route covered in IEC suspended on a DGFT risk flag.

Get your bill of entry number from your customs broker or freight forwarder. Log in to icegate.gov.in and look up the bill of entry status. Read the exact words of the query the officer has raised. Do not guess — the query text tells you whether the problem is KYC, IEC, AD code, valuation, classification, or a licence requirement.

Save a screenshot or PDF of the bill of entry status and the query. Note the query date and the name or designation of the officer or group if shown. This is your timeline baseline, and it matters later if demurrage becomes a dispute.

If your broker has not shared the query, write to them now and ask for the exact query and the supporting documents the officer wants. A vague “customs problem” message from your broker is not enough to act on.

Check the root cause behind the query. Open the DGFT portal and confirm your IEC is active and that you have completed the annual IEC update — an IEC that was not updated can show as inactive and freeze a clearance. If it is not active, start the update. See our step-by-step on the Import Export Code (IEC) to confirm what an active IEC profile should look like.

Confirm your bank AD code is registered at this specific port or airport. An AD code registered at one port does not automatically work at another. If your goods landed at a new port, your bank may need to issue a fresh AD code authorisation letter and your broker may need to register it in the customs system for that location. If you are unsure how AD code registration works, our checklist on AD code registration at a port via ICEGATE walks through it.

For a KYC query, line up your KYC documents and check that the name, address, PAN and IEC match exactly across your PAN card, IEC, GST registration and the import documents. A single mismatch — a different address on PAN versus IEC, or a name spelt differently — is enough to stall clearance. If there is a mismatch, you must correct it at source. Our guide on a PAN and KYC name mismatch explains the correction sequence.

Pull your commercial invoice, packing list, bill of lading or airway bill, and supplier details together. If the query is about value or classification, your invoice, payment proof and any catalogue or technical literature for the goods will be needed.

Draft your reply to the query in plain, point-by-point form using the template later in this guide. Match each document to the specific point the officer raised. Keep self-attested copies of every KYC and supporting document ready as a single indexed bundle.

Brief your customs broker so they can file the reply on the portal first thing Monday. Agree clearly who will physically present documents at the customs house and who will track the response. Ask your broker to confirm in writing once the reply is filed and to share the acknowledgement.

Start a simple demurrage and detention log. Note the date the goods arrived, the free period given by the shipping line and the port, and the daily charge after free time. This tells you how urgent each day is and supports any later waiver request.

Everything starts with the words of the query. Log in to ICEGATE, find your bill of entry, and read the query the appraising or examining officer raised. The status may show terms like “query raised”, “pending with assessing officer”, or a specific document request. Whatever it says, the rest of your action depends on identifying the real reason. Common categories are: KYC (identity or address mismatch), IEC (inactive or not updated), AD code (not registered at this port), valuation (the officer doubts the declared value), classification (the HS code or duty rate is disputed), or a licence/permission requirement for restricted goods. Note the date so you can measure how long the hold lasts.

If the query touches your IEC, log in to the DGFT portal and confirm the IEC is valid and that you have done the periodic IEC update. An IEC that has not been updated in the required window can be treated as inactive, and customs will not let the bill of entry proceed against an inactive IEC. Complete the update, take a screenshot showing the IEC status as active, and keep it for your reply. If the IEC shows as suspended or risk-flagged rather than merely not updated, that is a different problem on the DGFT side — handle it through the suspension route before expecting customs to release the goods.

The AD code links your IEC to your bank branch for foreign exchange, and it has to be registered for the specific port or air cargo complex where your goods arrived. If you imported through a new location, ask your bank to issue a fresh AD code authorisation letter on its letterhead and have your broker register it in the customs system for that port. Keep the bank letter and the registration confirmation. This single step resolves a surprising number of “shipment stuck” cases for businesses importing through more than one port.

For a KYC query, the fix is consistency. Lay your documents side by side — PAN, IEC, GST registration, address proof, and the import documents — and check that the legal name and address read the same on each. If your PAN shows one address and your IEC another, or your name is spelt differently on two documents, correct the mismatch at the source record first. Do not paper over it with a fresh affidavit alone; the officer is matching identity across systems. Once the records are aligned, prepare self-attested copies for submission.

If the officer doubts the declared value, your defence is documentation: the commercial invoice, the supplier's price list, your bank payment advice, and the purchase correspondence that shows the price was genuine and at arm's length. If the dispute is about classification, gather the product catalogue or technical specification so the correct HS code and duty can be argued. These are technical points — for anything beyond a routine query, your customs broker or a customs consultant should frame the reply, because an admission here affects the duty you pay.

Reply to the query point by point, attaching the proofs that answer each point. Most replies go in electronically through the broker's ICEGATE login, and physical documents may also need to be presented at the customs house. File the same day you are ready — every day the goods sit at the yard adds charges. Get a written acknowledgement of the filed reply and the date. Keep a copy of everything you submit.

Demurrage (charged by the port or container yard) and detention (charged by the shipping line for holding their container) build up daily after the free period. Keep your log current. If the delay is the department's and not yours — for example the officer sat on a complete reply — you can later ask for a detention/demurrage waiver certificate and take the charges up with the custodian. Replying quickly and keeping proof of every submission is what makes a waiver argument credible.

If your reply is filed and there is no movement, do not just wait. Through your broker, follow up with the appraising or examining officer, then the Deputy or Assistant Commissioner of the group, then the Additional or Joint Commissioner of the Commissionerate. Many ports run a help desk or a Turant Suvidha Kendra to unblock clearance issues — use it. Put your follow-up in writing, referencing the bill of entry number and the date you filed your reply. If internal escalation stalls, lodge a grievance on CPGRAMS against the Department of Revenue / CBIC and keep the ticket number.

Replace the text in square brackets with your own details before sending. Use this to reply to the query and, with small changes, to escalate to the group officer.

To, The Assistant / Deputy Commissioner of Customs [Assessment Group / Customs House Name] [Port / Air Cargo Complex, City]

Date: [DD/MM/YYYY]

Subject: Reply to query on Bill of Entry No. [BE Number] dated [DD/MM/YYYY]

       — IEC [Your 10-character IEC] — request for clearance

Respected Sir / Madam,

1. I am [Your Name], [Proprietor / Partner / Authorised Signatory] of

 [Legal Name of Importer], IEC [Your IEC], GSTIN [Your GSTIN],
 registered at [Your Registered Address].

2. The above bill of entry covers [brief description of goods],

 imported vide invoice no. [XXXX] dated [DD/MM/YYYY] and
 [bill of lading / airway bill] no. [XXXX].

3. A query has been raised on the bill of entry regarding

 [state the query exactly as shown — e.g. KYC verification /
 IEC status / AD code registration / valuation / classification].

4. In reply, I submit the following, with self-attested copies enclosed:

 (a) IEC certificate and DGFT profile showing the IEC is valid
     and updated (Annexure A).

 (b) Bank AD code authorisation letter and confirmation that the
     AD code is registered for this port (Annexure B).

 (c) KYC documents — PAN, GST registration and address proof —
     in which name and address are consistent with the IEC and
     the import documents (Annexure C).

 (d) Commercial invoice, packing list, bill of lading / airway bill
     and bank payment advice supporting the declared particulars
     (Annexure D).

 (e) [If applicable: product catalogue / technical literature
     supporting the classification (Annexure E).]

5. The documents fully answer the query raised. I request that the

 bill of entry be assessed and the goods released at the earliest,
 as storage and detention charges are accruing daily on the
 consignment.

6. I am available, through my customs broker [Broker Name, Licence No.],

 for any clarification or inspection of original documents.

Yours faithfully,

[Your Full Name] [Designation] [Legal Name of Importer] IEC: [Your IEC] · GSTIN: [Your GSTIN] Mobile: [Number] · Email: [Email]

Enclosures (Annexure List): A — IEC certificate / DGFT profile (IEC active and updated) B — Bank AD code letter and port registration confirmation C — KYC documents (PAN, GST, address proof) with consistent details D — Invoice, packing list, BL/AWB, bank payment advice E — Product catalogue / technical literature [if applicable]

The Right to Information Act, 2005 applies to public authorities, and the customs department under the Central Board of Indirect Taxes and Customs (CBIC) is a public authority. RTI is useful in an import-hold dispute mainly to get records and to break a silence, in situations such as these:

• Getting the recorded reason for a hold: If you have replied to the query and the department is silent, you can ask the Central Public Information Officer (CPIO) of the jurisdictional Customs Commissionerate for a copy of the query, the file noting and the present status on your bill of entry. For example: “A copy of all noting and correspondence on Bill of Entry No. [BE Number] dated [DD/MM/YYYY] filed under IEC [Your IEC], including the recorded reasons for the query and the current status.”
• Confirming what was decided on your reply: If you submitted documents and heard nothing, RTI can reveal whether a decision was actually taken internally and what it was, helping you decide whether to escalate or seek a hearing.
• Establishing departmental delay for a waiver: If you intend to seek a detention or demurrage waiver on the ground that the delay was the department's, the dated file noting obtained through RTI can show the gap between your complete reply and any action by the officer.

To file, see our step-by-step guide to filing an RTI online. The CPIO must normally respond within 30 days. If you get no reply or an unsatisfactory one, the next stage is the first appeal under RTI Section 19; the full route is set out in our first and second appeal guide. For deeper strategy on using RTI in regulatory disputes, see The RTI Playbook.

RTI has clear limits in a stuck-shipment situation, and treating it as a release tool wastes precious days:

• RTI cannot release your goods: Only the assessing customs officer can clear the bill of entry. RTI gets you information; it does not order a clearance or a refund. Your reply to the query, escalation inside customs, and CPGRAMS are the channels that actually move the consignment.
• It is not a fast track: The 30-day RTI window is slower than answering the query properly and escalating. When goods are accruing demurrage daily, the bill of entry reply and the help desk are far quicker than an RTI.
• Private parties are out of scope: RTI does not apply to your supplier, your bank's internal records, your customs broker, or the shipping line and container yard. For their part of the problem you must deal with them directly or, for a deficient service, through the consumer or contractual route.

• Panicking and assuming the goods are seized: A query is not a seizure. In most cases the goods are simply waiting for you to answer a question. Read the query, fix the cause, and reply.
• Not reading the actual query text: Acting on a broker's vague “there is a customs problem” wastes days. Always get the exact words of the query before you assemble documents.
• Forgetting the AD code is port-specific: An AD code registered at one port does not work at another. Importing through a new port without registering the AD code there is a classic cause of a first-shipment hold.
• Ignoring an un-updated IEC: An IEC that was not updated in the required window can show as inactive and block clearance. Keep your IEC update current as routine compliance, not a fire drill.
• Papering over a KYC mismatch: Submitting an affidavit while your PAN, IEC and GST still disagree does not satisfy the officer. Correct the underlying record so identity matches across systems.
• Replying late and then disputing demurrage: If you delayed your own reply, a demurrage waiver is hard to win. File the reply the same day you are ready and keep dated proof so any later waiver claim rests on the department's delay, not yours.
• Paying anyone who phones claiming “customs clearance fee” to a personal account: Genuine duty is paid through the customs system, not to an individual's UPI or bank account. A demand to pay a person to “release a parcel” is the hallmark of a fraud — see our guide on the fake courier-customs scam.
• Going it alone on a technical valuation or classification dispute: Value and HS-code arguments affect the duty you pay and can trigger adjudication. For anything beyond a routine document query, use a competent customs broker or consultant.

If your problem is on the export side or your IEC itself is flagged, see the related guides on AD code registration at a port and an IEC suspended on a DGFT risk flag. If a connected bank account was frozen on KYC at the same time, our guide on a bank account KYC freeze covers that route.

• ICEGATE (icegate.gov.in) — Customs EDI gateway: bill of entry status, e-payment, registrations
• CBIC (cbic.gov.in) — Central Board of Indirect Taxes and Customs: notifications, tariff, contacts
• DGFT (dgft.gov.in) — Import Export Code (IEC) services, profile update and status
• CPGRAMS (pgportal.gov.in) — Public grievance against Department of Revenue / CBIC for unexplained delay

Payment to your supplier does not clear customs. A shipment is usually held because the bill of entry has a query raised by the customs officer — commonly a KYC mismatch, an inactive or unlinked Import Export Code (IEC), a missing AD code registration at that port, valuation or classification doubt, or a licence requirement for restricted goods. You must answer the specific query on ICEGATE before the goods are released.

An Authorised Dealer (AD) code is a number your bank issues that links your IEC to a specific bank branch for foreign exchange purposes. Customs requires the AD code to be registered at the port or airport where your shipment lands, so that duty payments and remittances can be tracked. If the AD code is not registered at that particular port, the system will not let the bill of entry proceed.

You can clear goods yourself if you have an ICEGATE login and understand the process, but most importers use a licensed Customs Broker (CHA). A broker reads the query, files the reply, and deals with the appraising officer for you. For a first shipment, a complex query, or restricted goods, a competent broker usually saves far more in demurrage than the fee they charge.

Check that the name, address, PAN and IEC on your KYC documents exactly match what is on the bill of entry and in your IEC profile on DGFT. The most common cause is a name or address that differs between your PAN, IEC, GST registration and the shipping documents. Correct the mismatch at source first, then re-submit consistent KYC. Keep self-attested copies ready.

Demurrage and storage charges accrue daily while goods sit at the port or container yard. Reply to the customs query as fast as possible, ask your broker to file the response the same day, and keep written proof of every submission. If a delay is caused by the department and not by you, you can later request a detention or demurrage waiver certificate and take up the charges with the custodian, citing the officer's delay.

RTI is for getting information from a public authority such as the customs Commissionerate — for example a copy of the query, the noting on your file, or the reason for a hold. It cannot order release of your goods and is not a fast track. Use the bill of entry reply, the customs grievance channel and CPGRAMS to push for release, and use RTI mainly to obtain records when the department is silent or you suspect unexplained delay.

First approach the appraising or examining officer through your broker, then the Deputy or Assistant Commissioner of the group, and then the Additional or Joint Commissioner of the Commissionerate. Many ports also run a help desk or a Turant Suvidha Kendra for clearance issues. If internal escalation fails, lodge a grievance on CPGRAMS against the Department of Revenue / CBIC.