Q1: I am an overseas visitor to Shanghai. I made purchases in Shanghai and completed the tax refund form at the store. I have already departed China, but I am unable to complete the refund through the Shanghai Tax Free Online system as it shows "Information confirmation failed".

A: Under current regulations, overseas travelers must complete customs verification of their tax-refund goods at the time of departure.

Travelers should then apply for the VAT refund through an authorized refund agency located inside the restricted departure area of the exit port, presenting a valid passport, the Refund Application Form for Overseas Visitor stamped by customs, and the original sales invoices.

In Shanghai, besides the on-site refund option, travelers who shop at designated pilot tax-refund stores may also choose to submit their refund request online through the mobile departure tax refund service.

Travelers must still meet all policy requirements, present the mobile tax refund QR code to customs for verification when departing, and then submit the online refund application to the refund agency once the verification is approved.

All procedures must be completed at the time of departure. 

If an overseas traveler has already left the Chinese mainland, they are no longer eligible to apply for a tax refund, as this does not meet the requirements of the current policy.

Q2: I am writing to request assistance regarding a VAT refund for purchases I made in Shanghai during my trip as an overseas visitor.

Although I had the tax refund form, I was unable to complete the process at Shanghai airport because my flight to Zhangjiajie was a domestic one. I also could not finalize the refund when departing from Zhangjiajie to Hong Kong, as I traveled by train and there was no China Customs office at the station. When I arrived in Hong Kong, I was informed that the procedure could not be completed there either.

A: According to the VAT refund policy, the refund must be processed by an authorized refund agency located in the restricted departure area of the port where the traveler completes exit formalities, regardless of whether the goods were purchased and exported from the same city or different cities.

It is advised that you confirm your departure port and consult the refund counter there to complete the relevant procedures.

Q3: I departed from Shanghai to Kuala Lumpur through Shenzhen. I could not go claim in Shanghai because my flight from Shanghai is domestic flight. When I arrived in Shenzhen, the system has issues and there was no human assistance only machine. I sent them an email and they verified it. But they said I cannot claim from Shenzhen because it was stamped by Shanghai Customs. Please help me claim the tax refunds.

A: According to relevant regulations, overseas travelers must declare and complete customs verification at the port of departure. If you go from Shanghai to Shenzhen and then on to Kuala Lumpur, customs verification should be completed in Shenzhen, and the tax refund should be processed through a designated tax refund agent within the restricted area of the Shenzhen port.

Source: Shanghai Municipal Tax Service