Overseas Shopping Issues and the Cross-Border Consumer Center (CCJ)

What Are Overseas Shopping Troubles and the Cross-border Consumer Center Japan (CCJ)?

Overseas shopping troubles and the Cross-border Consumer Center Japan (CCJ) refer to the practice of organizing consultation content and determining appropriate resolution methods and consultation contacts when consumers residing in Japan encounter disputes with overseas businesses through overseas online shopping, cross-border e-commerce, or purchases and service use during overseas travel.

The official name is the National Consumer Affairs Center’s Cross-border Consumer Center (CCJ). "Cross-border Consumer Center" is the abbreviated form, and "CCJ" is the acronym for the English name Cross-border Consumer Center Japan.

CCJ supports complainants in independently resolving disputes with overseas businesses by clarifying problem points, providing information, advising on communication methods, and transmitting information to overseas cooperating organizations as necessary.

However, CCJ is not a substitute contact point for customs, police, courts, credit card companies, delivery firms, or law enforcement agencies. It has no authority to compel refunds from the counterparty business, to prosecute or instruct businesses, or to suspend or delete websites.

When freight forwarders or customs brokers receive consultations from their customers, it is necessary to differentiate whether the problem involves "consumer disputes with overseas businesses," "delivery or customs clearance issues," "border enforcement of intellectual property-infringing goods," or "payment problems."

Scope Covered in This Article

Operating Body and Legal Positioning of CCJ

The CCJ is a cross-border consumer trouble consultation desk operated by the National Consumer Affairs Center of Japan (NCAC), an Independent Administrative Institution.

The NCAC is established under the Act on the National Consumer Affairs Center of Japan as an Independent Administrative Institution supervised by the Consumer Affairs Agency. It collaborates with national and regional consumer centers to provide consultation support, information, research, and responses to consumer disputes.

However, the fact that CCJ operates as a desk within the NCAC does not imply that CCJ has authority to impose administrative sanctions or enforcement actions.

Role Division among CCJ, CIPIC, and Customs

In consultations regarding counterfeit goods and intellectual property infringement items, it is important not to confuse the roles of CCJ, Customs, and the Intellectual Property Information Center (CIPIC).

CIPIC is the Intellectual Property Information Center under the Japan Tariff Association. It connects Customs with rights holders and the public, supporting the enforcement of intellectual property infringement control at the borders. It is not Customs itself, nor an institution that enforces refunds of purchase payments.

Details on recognition procedures for intellectual property infringement items, injunction requests, and Customs processing are delegated to related articles on CIPIC and intellectual property infringement items. This article mainly addresses consumer disputes involving refunds, returns, and communication failures between purchasers and overseas sellers.

Types of Transactions Accepted by CCJ

Target Countries/Regions and Overseas Liaison Organizations

Consumers can consult the CCJ regardless of the country or region where the opposing business is located.

However, the range of languages in which CCJ can confirm details is limited. Additionally, the support method varies depending on whether there is a consumer consultation organization in the counterpart country that cooperates with CCJ.

The list of countries/regions with overseas liaison organizations may change; please check the official CCJ website at the time of consultation.

Support Provided and Not Provided by CCJ

Main Points of Contact by Consultation / Issue

How to Consult and Expected Timeframe for Response and Resolution

Consultations with CCJ should, in principle, be made by the person seeking advice using the consultation reception form in Japanese. Telephone consultations are not accepted, and CCJ's communication is generally via email.

When freight forwarders or customs brokers guide their customers, they should not explain that resolution will occur within "4 to 5 business days." This period is only a typical guideline for the initial contact, and resolving issues with the overseas business operator could take several months.

Documents to Organize Before Consultation

Points to Note on Counterfeit and Intellectual Property Infringing Goods

Counterfeit goods that infringe trademark rights or design rights, sent to Japan from overseas businesses by mail or other means, may be prohibited from import even if intended for personal use.

If Japanese customs discovers cargo suspected of infringing intellectual property rights, they will initiate a certification procedure and notify the importer. The importer cannot simply import the goods by claiming they "did not know it was counterfeit" or that it was "for personal use."

In such cases, the following issues should be separately addressed:

• Whether the cargo can be imported through customs
• Whether to submit opinions or evidence during the certification procedure
• Whether to seek a refund from the seller
• Whether to consult with credit card companies or payment service providers about compensation
• Whether the product page contained misleading statements suggesting the product was genuine

Relationship with Payment and Card Companies

In cases of non-delivery of goods, double billing, recurring charges, refund refusals, or payments made on fraudulent websites, it is important to contact the card company or payment service provider promptly, alongside consulting the Cross-border Consumer Center (CCJ).

Points Freight Forwarders and Customs Brokers Should Confirm

Freight forwarders and customs brokers do not act as representatives in refund negotiations with overseas businesses.

However, they play a role in verifying cargo shipment, arrival, customs clearance, and storage status, and in distinguishing between consumer disputes and logistics or customs issues.

• Whether the tracking number is valid
• Whether the carrier has accepted the cargo
• At which stage the cargo is located: export country, arrival in Japan, customs clearance, or domestic delivery
• Whether notifications have been issued by customs or the delivery company
• Storage deadlines and scheduled return dates
• Whether issues involve taxation, prohibited items, other laws and regulations, or intellectual property
• Whether the selling business disputes its shipping or refund obligations
• Whether to advise the consumer to contact CCJ, the credit card company, or others

Organization According to the Freight Forwarder Standard Five Classifications

The following Standard Five Classifications are not classifications established by laws or industry standards, but an analytical framework used in this series to organize the scope of involvement of freight forwarders.

Contracting Carrier and Actual Carrier are legal positions under the transport contract and do not replace the Standard Five Classifications.

Individual tasks such as tracking inquiries, forwarding customs notifications, coordinating returns, and guiding CCJ do not themselves constitute a sixth classification.

Cases Likely to Cause Issues in Practice

Example 1: A Case Distinguishing Between Non-Delivery of Goods and Delivery Delay

A consumer ordered a product via overseas online shopping but the item did not arrive even after one month, and there was no response from the seller.

When the tracking number was checked with the delivery company, the number had been created, but there was no record of cargo acceptance.

This case was likely not a delivery delay within Japan but rather a situation where the seller probably had not actually shipped the goods.

The consumer set a deadline for the seller and requested a refund, while consulting the Cross-Border Consumer Center (CCJ) and their credit card company.

In this case, it was important not to assume the goods had been shipped solely based on the fact that a tracking number existed.

Example 2: Overlapping Issues of Customs Counterfeit Determination Procedures and Refund Problems

A consumer who purchased a brand-name product through overseas online shopping received a notification from customs regarding the initiation of procedures to determine intellectual property infringement of the goods.

Customs handles whether the cargo can be imported but does not pursue refunds from the seller.

The consumer saved the customs notification and the product page, responded to the customs procedures, and simultaneously consulted the seller, CCJ, and the credit card company about obtaining a refund.

In this case, it was necessary to proceed separately with the issues of import prohibition and the contractual and refund matters with the overseas seller.

Example 3: Case Considering Response Through CCJ's Overseas Partner Organizations

The overseas business received the returned goods but did not issue a refund for several months.

The complainant submitted the return tracking information, receipt records, and refund agreement emails to CCJ.

Since CCJ had a partner organization in the respondent’s country, communication through the overseas organization was considered based on the case details.

However, the presence of a partner organization does not guarantee a refund.

In this case, the country involved, the business location, and the existence of evidence affected the type of support provided.

Example 4: Case Where the Deadline for Card Dispute Submission Approached While Waiting for Subscription Cancellation Response

The consumer believed they had canceled an overseas service, but monthly card charges continued.

While consulting with CCJ, the deadline to file a dispute with the card company was approaching.

The consumer, without waiting for CCJ’s response, presented the ongoing charges and cancellation history to the card company and sought resolution.

In this case, it was necessary to proceed concurrently with responses to CCJ, the seller, and the card company.

Example 5: A Case Where a Business Import Was Nearly Directed to CCJ

A retail business procured merchandise for resale from overseas, but products different from those ordered arrived.

The person in charge attempted to direct this as an overseas shopping trouble case to CCJ; however, the purchase was a business-to-business transaction for commercial purposes.

This type of transaction is not within the primary scope of CCJ’s reception. It required reviewing the sales contract, governing law, inspection and notification articles, and consulting with a lawyer or similar professional.

In this case, it was necessary to confirm whether the transaction purpose related to consumer lifestyle consumption rather than simply whether the purchaser was an individual or a corporation.

Common Misunderstandings

Consultation Destination Decision Flow

1. Confirm whether the person seeking consultation is a consumer residing in Japan.
2. Confirm whether the purchase is a personal consumer transaction or for business/commercial purposes.
3. Confirm whether the contracting party is an overseas business or a domestic business.
4. Check the order, payment, and communication history with the business.
5. Verify the tracking number and the acceptance record with the delivery company.
6. Confirm where the cargo is located: in the exporting country, in transit, at customs, or in domestic delivery.
7. Check if there are any notifications from customs or the delivery company.
8. Confirm if the issue involves prohibited items, other laws and regulations, or intellectual property infringement items.
9. Confirm if the issue is a contract problem such as non-arrival of goods, discrepancies, refusal of return, or continuous billing.
10. Check the claim deadline set by the card company or payment service provider.
11. The consumer should send a resolution request directly to the overseas business.
12. If it is a consumer dispute with an overseas business, consult the Cross-Border Consumer Center (CCJ).
13. If it is a domestic business, consult the Consumer Affairs Center or call 188.
14. If it concerns customs issues, consult customs, the delivery company, or a customs broker.
15. Simultaneously preserve evidence and respond to the relevant contact points.

Practical Judgment Checklist

Situations When Consultation with Experts or Other Organizations Is Advisable

• When there is strong suspicion of fraud or criminal activity
• When credit card information or personal data has been misused
• When a notification is received from customs regarding the determination procedure for intellectual property infringement goods
• When import regulations, such as those concerning prohibited goods, the Pharmaceuticals and Medical Devices Act (PMD Act), or the Food Sanitation Act, become an issue
• When considering legal claims or litigation for high-value items
• When governing law or jurisdiction issues arise in business-to-business transactions
• When the location or legal entity of the overseas business cannot be identified
• When the deadline for chargeback requests or similar remedies is approaching
• When systems unique to overseas travel, accommodation, or air services are involved
• When advised that the Cross-Border Consumer Center (CCJ) does not accept the case
• When the transport liability of the delivery company or freight forwarder is disputed
• When the consumer themselves has suffered physical injury or property damage

Practical Points to Note

• The official name is "National Consumer Affairs Center of Japan Cross-border Consumer Center (CCJ)."
• The CCJ is a consultation service operated by the independent administrative institution National Consumer Affairs Center of Japan.
• The CCJ is not a law enforcement agency and cannot enforce refunds, returns, or site suspension.
• The focus is primarily on consumer disputes between consumers residing in Japan and overseas businesses.
• Business-to-business transactions, commercial purposes, and private individual-to-individual transactions are generally excluded.
• Support methods differ depending on the presence of overseas partner organizations.
• Consultations are accepted even for businesses in non-partner countries, but there may be language and response limitations.
• Do not confuse the usual initial contact timeframe with the period until the issue is resolved.
• Consulting the CCJ should be done in parallel with time-sensitive actions involving credit card companies, customs, etc.
• The roles of CCJ, customs, and CIPIC are distinctly separate in cases involving counterfeit goods.
• CIPIC is neither a customs agency nor a refund-processing organization.
• Do not assume that a shipment has been sent based solely on the tracking number; confirm the carrier's actual receipt records.
• Consultations are basically conducted by the person themselves through an online form, and responses are provided by email.
• Check the official website for the latest information regarding reception status, expected response times, and overseas partner organizations.
• Freight forwarders and customs brokers differentiate between delivery/customs clearance facts and consumer contract issues when providing guidance.

Summary

• The Cross-border Consumer Center Japan (CCJ) of the National Consumer Affairs Center is a consultation service for Japanese residents who encounter problems in transactions with overseas businesses.
• "Cross-border Consumer Center" is a shortened term, and "CCJ" stands for Cross-border Consumer Center Japan.
• CCJ is operated by the National Consumer Affairs Center, an independent administrative agency under the jurisdiction of the Consumer Affairs Agency.
• CCJ supports voluntary resolution by the consultee, providing problem clarification, information, advice, and so forth.
• For countries and regions with cooperative agencies, CCJ may convey the consultation content to the business on the other side through those overseas agencies depending on the situation.
• Even in cases involving businesses in countries or regions without cooperative agencies, consultations can be made initially.
• The languages in which CCJ can conduct detailed confirmation are limited, and consultations that only involve translation are excluded.
• CCJ does not enforce refunds nor does it carry out business suspension, site takedown, or punitive actions against businesses.
• Consultations are generally made by the contracting party themselves via a form in Japanese, and responses are generally provided by email.
• Initial contact usually takes about 4 to 5 business days from the next business day after the consultation is received, but may be delayed due to congestion or other factors.
• Resolution of troubles is not guaranteed and may take several months depending on the case.
• Troubles involving domestic businesses are mainly handled by regional Consumer Centers or the 188 helpline.
• Transactions for sales or business purposes, business-to-business transactions, and private-person-to-person transactions are generally outside CCJ’s scope.
• When goods do not arrive, it is important to distinguish between non-shipment by the seller and delivery delays or customs holds.
• If stopped at customs, issues such as taxation, prohibited items, other laws and regulations, and intellectual property rights should be confirmed.
• In cases of counterfeit goods, customs handles import permission and authentication procedures, while CCJ handles consumer troubles with overseas sellers.
• CIPIC is the Intellectual Property Information Center of the Japan Tariff Association, providing information support related to border enforcement systems and others.
• Card issuers and payment companies may have deadlines for claims, so do not delay by only waiting for CCJ’s response.
• Freight forwarders and customs brokers do not negotiate refunds on behalf of clients but confirm facts of delivery and customs clearance and guide clients to the proper contact points.
• Under the Standard Five Classifications, involvement is organized as Simple Intermediary, Cargo Transportation Service Provider, NVOCC / House B/L issuer, Door-to-Door Single Contractor, and Agent / Coordinator for Specific Operations.
• Contracting Carrier and Actual Carrier refer to the contractual status of the carrier and do not replace the Standard Five Classifications.
• Tracking inquiries, customs notification transmission, return arrangements, and CCJ guidance do not themselves constitute a sixth classification.

In overseas shopping troubles, do not judge solely by the result that "the goods did not arrive"; sequentially confirm whether the seller shipped, whether the carrier accepted the cargo, or whether it is held at customs.

CCJ is a consultation service supporting resolution and does not enforce refunds. Actions with deadlines involving card companies, customs, delivery companies, etc., should proceed in parallel with CCJ consultations.

Freight forwarders and customs brokers should separate disputes under consumer contracts from transportation and customs clearance issues and connect the consultee to the appropriate contact points.

This article provides general information regarding overseas shopping troubles, cross-border e-commerce, the National Consumer Affairs Center Cross-border Consumer Center Japan (CCJ), delivery and customs clearance, intellectual property infringing goods, CIPIC, payment companies, and freight forwarder practice. It does not establish acceptability of individual consultations, responsibility of overseas businesses, refund or chargeback eligibility, import permit for cargo, applicability of intellectual property infringement goods, customs procedures, damages, or legal liability of the parties. Actual responses should be confirmed based on the latest information from CCJ, the National Consumer Affairs Center, the Consumer Affairs Agency, customs, delivery companies, card companies and payment companies at the time of consultation; contracts, terms, order/payment/delivery records; and expert judgment.