Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Service, Regulatory Updates and Important Notifications

Our Customer Service Hotline is currently experiencing high call volume.

For any urgent shipment, please trackget rates or arrange pickup online, or use Virtual Assistant for help.

COVID-19 News

We are monitoring the impact of the COVID-19 outbreak.

Stay connected with the service impacts here.

FedEx and TNT are playing a crucial role in keeping commerce moving and delivering critical relief supplies during the COVID-19 situation. We are still delivering to and within impacted areas as local conditions and restrictions allow and adhering to all regulations and guidelines from government authorities on virus containment of the virus.

On March 30, 2020, the Ministry of Health announced that the importation of critical relief shipments will no longer require an import license. Instead the importer will need to submit a recommendation letter of import license exemption from the National Agency for Disaster Management (BNPB)with the entry declaration. In addition, the importer can apply for import duty, VAT or Sales Tax on Luxury Goods (PPnBM) exemption on COVID-19 related shipments.

Please click here to see the items that have an exemption letter issued by BNPB and 15 items the most common COVID-19 related items, BNPB will automatically exempt the goods if the quantity is below a certain threshold.

In order to facilitate importation of the COVID-19 related goods, Customs has issued Finance Ministry Decree No 34/PMK.04.2020. It states that import shipments of COVID-19 related items falling under 73 HS codes with a Fee on Board (FOB) value of less than USD 500, will be granted free import duty and tax if the importer can provide an Indonesian tax ID (NPWP). If the shipment ‘s FOB value is more than USD 500, the importer must apply to customs for approval to get free import tax granted for both commercial and non-commercial shipments.


Outlined below is the procedure for importers to utilize a BNPB import recommendation for shipments above BNBP’s quantity threshold and above the USD 500 FOB value for the customs import duty and tax exemption.

Period of Submissions

Application Procedures


  1. Request an exception recommendation from BNPB if the imported goods are restricted import items and above BNPB’s threshold.
  2. Request import duty and tax exemption if the shipment’s FOB value is above USD 500.
  3. BNPB will issue a recommendation letter for an import license exemption
  4. Customs will issue an approval granting free import duty and tax (SKMK)
  5. Send NPWP ( Indonesian tax ID ), BNPB recommendation and customs approval to:
  1. Make a customs declaration with the following details: SKMK approval number & date, BNPB recommendation letter number & date
  2. Customs will check the documentation, and may require a physical inspection
  3. Customs approves the import release
  4. Goods are removed from the port of entry

Process flow in submission of a BNPB recommendation through the Indonesia National Single Window (INSW) system

Requests for BNPB recommendations can be made online. The applicant can go to the official links of INSW at di, or

For further assistance/guidance on requesting an exception recommendation from BNPB, you may contact the 24-hour INSW contact center at 1500679 or the 24-hour customs contact center at 1500225 / live chat at for general inquiries and detailed information about COVID-19 related shipments.

FedEx and TNT operational arrangements related to import services for the purpose of COVID-19 containment

Effective April 8, 2020, until further notice, FedEx and TNT will provide a full waiver of import ancillary charges such as warehouse fees, import duties and advancement fees for all critical relief shipments related to COVID-19 for importers with a BNPB recommendation letter submitted to FedEx prior to a shipment’s arrival.


The impact of COVID-19 is causing local, state, and national governments around the world to issue work and travel restrictions on a daily basis, which are impacting our ability to meet our high standards of service. 

As a result, we have made the decision to suspend our money-back guarantee (MBG) for all FedEx Express services, effective immediately until further notice.

Because FedEx is an essential transport service provider, we will continue operating as government restrictions and regulations allow, and we continue to execute contingency plans in an effort to provide outstanding service to our customers.

We recognize and appreciate the crucial role we play in the global supply chain and connecting the world during this critical time, and we remain focused on serving our customers and providing relief supplies to areas that need it most. 

Service News

Effective July 25, 2021, Indonesia has been added to FedEx® Delivery Manager. The FedEx® Delivery Manager is an interactive e-commerce delivery solution that allows retailers to give their residential customers the ability to customize the delivery location and schedule of their shipments. Customers who receive the shipment will receive a notification through email and/or SMS and they can easily choose to change the delivery instructions in a few simple steps via (Please note that shipment eligibility conditions will apply.)

Click here to learn more about the benefits of FedEx® Delivery Manager


Since July 8, 2021, Customs-Excise Information System and Automation (CEISA) system of the Directorate General of Customs and Excise (DJBC) is experiencing disruption. As a result, the processing of export and import shipments becomes constrained.

Due to this matter, you may experience delays on your FedEx & TNT shipments.

As interim solution Customs authority provides manual responses which are applicable only for specific processes and will still be subject to potential delays.

Our Money Back Guarantee policy does not apply in this situation as the delays arose from events beyond our control.

You can contact FedEx & TNT Customer Service Team at 1 500 342 for further details.

Effective October 1, 2021, we are retiring the older versions of FedEx Ship Manager Software (ver. 12 or below) and FedEx Web Services (below ver. 3600).  At the same time, corresponding technical support services will stop.

From October 1, 2021, customers will no longer be able to access any technical support for the expired software and risk a shipment delay due to incorrect shipment label information.

Impacted customers will receive email notification by July, 2021, and will be provided with instructions to upgrade or switch to online shipping.

Effective August 1, 2021, under Indonesian Finance Ministry Regulation No. 158/PMK.04/2017 and Customs & Excise Directorate General Regulation No PER 11/BC/2020, all Indonesian importers and exporters must declare their Tax ID numbers (NPWP) on every import/export shipment.

What are the requirements?

For Importers

Please ensure your shipper fills in your Indonesia NPWP on import invoice in the consignee’s Tax ID column or in the consignee’s detail box.

For Exporters

Please input your Indonesia NPWP on export invoice in the shipper’s Tax ID column or in the shipper’s detail box and if you are B2C/e-commerce exporter who shipped to Europe (EU), please also add one field for IOSS number in the ‘Exporter/Shipper’ section in the Commercial Invoice.

For both importers and exporters, your NPWP should be indicated on air waybill. Please click here for instructions on how to fill your NPWP using FedEx or TNT automation tools and your tax ID (NPWP) will be visible in your air waybill/shipping label.

We encourage you to send your NPWP softcopy to us at to avoid any critical disruptions. We will refer to your submitted NPWP for future shipments or in case of data discrepancies. If you have questions, please contact your Sales Representative, or call our FedEx hotline at 1 500 342 for assistance.

We would like to inform you that, starting July 1, 2021 you might receive incoming calls directly to your number from our team through the number +32 2 752 75 75.

This number is the one we will use to call you (if necessary) in getting your confirmation upon the payment we received and complete your payment process.

For more detail, you may reach out to our customer service hotline number on 1500342.

Starting July 1, 2021 there will be an adjustment to the way we bill the manual air waybill surcharge.  The usage of manual air waybills, regardless of the billing option, will be accumulated and billed to your account as a shipper in a separate invoice monthly.  The first monthly invoice will be issued in August 2021.

In addition, a surcharge of IDR 50,000 will apply when you are receiving non-electronic invoices, both for freight or duty,  which will be billed under “Paper Invoice Fee”.  Both the Manual Air Waybill Surcharge and Paper Invoice Fee will be subject to 10% VAT. Click here for more details.

We encourage you to ship online to enjoy the ease, speed and convenience of processing your shipments digitally.

New FedEx paks you can reseal and reuse
Your favorite FedEx Paks now feature an innovative second seal, keeping your shipping equally1 secure when you reseal and reuse the paks a second time.

Shipping made greener
The reusability of these paks aligns with our sustainability efforts to reduce our environmental footprint, find innovative solutions and improve quality of life. All FedEx packaging is 100% recyclable, so, after its first use, our paks can be used again and then recycled – just another way we connect the world in responsible and resourceful ways.

Available from June
Starting Jun 2021, your new and improved FedEx Paks will start arriving as usual through your regular order channels. Simply look out for the new resealable FedEx Paks that will connect you with the world in a more convenient and sustainable way.

1. if the pak is in like-new condition and is not damaged.

As a control measure against coronavirus outbreak in China, the Chinese authority has announced the extension of the ongoing Chinese New Year Holiday until February 2, 2020. In addition, the local government in certain provinces1 has announced that the companies in those provinces need to postpone the resumption of work beyond February 2.

During this period, FedEx will adjust both international Express service and Domestic Express Service in those provinces1 and customers might experience delay. We apologize for any inconvenience caused. 


1 As of January 31, 12 provinces i.e. Shanghai, Zhejiang, Jiangsu, Jiangxi, Hubei, Chongqing, Yunnan, Heilongjiang, Hebei, Shandong, Guangdong and Fujian annouced to postpone the resumption of work. For the latest information,  please contact your Sales Representative or our Customer Service Hotline.

Effectively 31 May 2021, in addition to our existing export service, customers can start importing Dangerous Goods (DG) Class 9 shipments to Jakarta* and Batam gateway as one of FedEx import capability enhancements. DG Class 9 can be shipped via International Priority (IP) and International Priority Freight (IPF) services.

DG Class 9 are goods including: 

  • Aviation Regulated Solid or Liquid
  • Magnetized Material
  • Environmentally Hazardous
  • Genetically Modified Micro-Organisms (GMMOs) or Genetically Modified Organisms (GMOs)
  • Lithium Batteries
  • Substances which, on Inhalation as Fine Dust, may Endanger Health
  • Capacitors
  • Substances Evolving Flammable Vapor
  • Life-Saving Appliances
  • Substances and Articles which, in the Event of Fire, may Form Dioxins
  • Other Substances or Articles Presenting a Danger During Transport, but not Meeting the Definitions of Another Class 

Dangerous Goods surcharges: IDR 885,000 per shipment or IDR 13,000 per kg, whichever is greater (applicable to shipments with origin/destination in Jakarta and Batam). A minimum billable weight may apply. Please contact our Customer Service team for details.

*Please check to FedEx Customer Service for more detail about serving locations in Jakarta

To meet current market expectations and keep up with the latest technology trends in customer service, on May 24, 2021, FedEx will launch an automated interactive voice response self-service (IVRSS) in Indonesia.

The new system will provide customers with a voice prompt menu and, based on the customer’s selections, will route the call to the most appropriate agent while also forwarding the recorded customer response to the agent. You will be able to arrange pickup, track package status, and order supplies automatically without talking to an agent. Apart from that, it provides 24/7 support in Bahasa and English.

Note: During office hours, 7.30 am to 10.00 pm from Monday to Friday, 7.30 am to 6.00 pm on Saturday and 8.30 am to 3 pm on public holiday, it is always possible for customers to get in touch with a customer service agent if required.

Beginning May 1, 2021, there are two additional billing options that you can choose for the ancillary clearance service fees incurred in Latin America and the Caribbean (“LAC”):

a) Bill to your own shipper account (i.e. Bill duties & taxes to shipper), or 

b) Bill to a third-party account based in the Asia-Pacific region2 (i.e. Bill duties & taxes to third party3). 

This is on top of the existing option of billing ancillary clearance service fees to the shipment’s recipient (“Consignee”). 

By selecting “Bill duties & taxes to shipper” on the FedEx air waybill, applicable duties and taxes4 and/or all ancillary clearance service fees incurred in the following LAC countries and territories will be invoiced to your shipper account:

Anguilla, Antigua & Barbuda, Argentina4, Aruba4, Bahamas4, Barbados4, Belize, Bermuda, Bolivia, Brazil, Cayman Islands, Chile, Colombia4, Costa Rica4, Curacao4, Dominica, Dominican Republic4, Ecuador, El Salvador, French Guiana, Grenada, Guadeloupe4, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique4, Mexico4, Montserrat, Nicaragua, Panama, Paraguay, Peru, Saba, Saint-Barthelemy, St. Kitts & Nevis, St. Lucia, St. Maarten, St. Eustatius, St. Vincent, Suriname, Trinidad & Tobago4, Turks & Caicos, Uruguay, British Virgin Islands, and US Virgin Islands.

For the latest details on Ancillary Clearance Service Fees and any applicable destination value-added tax/ goods & services tax (VAT/GST4) assessed in the LAC region, please click here.


1 For security reasons, we have only displayed the last 6 digits of your 9-digit FedEx Account Number. 

2 Asia-Pacific countries and territories with Global Payer option: Australia, Guam, Hong Kong SAR China, Indonesia, Japan, Mainland China, Macau SAR China, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan China, Thailand, Vietnam, Brunei, Cambodia, Laos, Mongolia, American Samoa, Cook Islands, East Timor, Fiji, French Polynesia, Kiribati, Marshall Islands, Micronesia, Nauru, New Caledonia, Niue, Northern Mariana, Palau, Papua New Guinea, Solomon Islands, Tonga, Tuvalu, Vanuatu, Wallis & Futuna, Western Samoa.

3 Mainland China accounts can only be billed to shipper.

4 As of May 1, 2021, shipments imported into the following LAC countries and territories will be subject to a destination value-added tax/ goods & services tax (VAT/GST) assessed on all fees incurred in the destination (including but not limited to ancillary fee): Argentina, Aruba, Bahamas, Barbados, Colombia, Costa Rica, Curacao, Dominican Republic, Guadeloupe, Martinique, Mexico, Trinidad & Tobago.

We are currently experiencing high shipping volume flowing through our FedEx Paris-Charles de Gaulle (CDG) hub and there was a work stoppage at our TNT air hub in Liege on March 3. Customer may experience delays in their FedEx and TNT shipments inbound and outbound of Europe. Transshipments transiting through these hubs may also experience delays as well.

We apologize for the inconvenience that this has caused. To check the status of your shipments, please visit or 

Effective March 1, 2021, FedEx and TNT will be prohibiting, in all of its domestic and international networks, shipments of all electronic cigarettes and their component parts, any other similar device that relies on vaporization or aerosolization, and any noncombustible liquid or gel, regardless of the presence of nicotine, that can be used with any such device.

If an unauthorized electronic cigarettes or vaping products shipment is identified in any FedEx/TNT network during the handling process, it will be treated as a prohibited item in accordance with the applicable terms and conditions of carriage.

We regret any inconvenience this may cause for your business.

As part of FedEx and TNT safety and security requirements, effective January 11, 2021, shippers with no registered shipping accounts tendering shipments to us over the counter must present a valid government-issued photo identity card1. Information will be collected for safety and security purposes and will only be used as required or permitted by law2.

Prior to acceptance at the counter, please open the package for inspection by FedEx, TNT or our authorized representatives3. In addition, all shipments may be subject to security inspection, including X-rays.

1 Examples: National ID Card, Passport, Social Security Card, Driver’s license, etc.
2 For more information, refer to FedEx Global Privacy Policy and Notice: , and any applicable supplemental local FedEx privacy notice/statement.
3 FedEx and TNT reserve the right to reject any shipment that contains prohibited items or does not meet our safety and security requirements.

COVID-19 has disrupted supply chains, reducing air cargo capacity globally.  

This disruption has caused us to make adjustments to our networks which has increased our costs. As a result, we announced a 'Temporary Surcharge' on all FedEx Express and TNT international parcel and freight shipments beginning April 6, 2020.

Beginning November 2, 2020, the 'Temporary Surcharge' will be renamed as 'Peak Surcharge'.

As an effort to improve the efficiency of our FedEx network, we will adjust delivery commitment times and delivery practices for selected FedEx Express inbound services for U.S. residential delivery.

• Effective September 28, 2020, the delivery commitment time for FedEx inbound International Priority (IP) and International Priority Distribution (IPD) services to the U.S. (residential delivery only) will be adjusted from 10:30am to 12:00noon. 

• Effective October 5, 2020, delivery practices for all FedEx U.S. inbound residential shipments will change. These shipments will be left at the door on first attempt if recipient is unavailable, unless the shipper requested a Signature Service option of either Indirect Signature Required (ISR), Direct Signature Required (DSR) or Adult Signature required (ASR).  

To enable customers to receive import shipments at the earliest possible time, FedEx revised its threshold for notifications to customers without a Tax ID (NPWP) on record or when Customs  revalues a shipment.

Starting November 1, 2019, for shipment under consignment note (CN), FedEx will only notify importers to obtain customer approval on Customs revaluation if the revised shipment goods value exceeds USD 200 (Two Hundred US Dollars) for personal importers and USD 750 (Seven Hundred and Fifty US Dollars) for corporate importers.

Based on shipment category, since1 February 2020 FedEx  proceeds with the customs clearance process without prior notification to customers with shipment category non bags, shoes, and textile, regardless the duty tax amount imposed. Notification will apply only for customers with shipment category bags, shoes, and textile without importer valid Tax ID (NPWP) on record wherein a duty and tax value IDR 3,000,000 (Three Million Rupiah) or above.

Please refer to the table below for the duty and tax value threshold and FedEx corresponding action.

Duty & Tax Value Notification Threshold


Shipment with Duty & Tax Value

Shipment Category

Tax ID Number


FedEx Action


Below IDR 3,000,000
(Three Million Rupiah)

Consignment Note (CN)
Non Bags, shoes, Textile

On or not on record


FedEx will proceed with customs clearance process without notifying the customer and/or asking the customer for his/her Tax ID (NPWP)

Consignment Note (CN)
Bags, shoes, Textile

Not on record


Equal or greater than
IDR 3,000,000
(Three Million Rupiah)

Consignment Note (CN)
Non Bags, shoes, Textile

Not on record


FedEx will proceed with customs clearance process without notifying the customer and/or asking the customer for his/her Tax ID (NPWP)

Consignment Note (CN)
Bags, shoes, Textile

Not on record


FedEx will notify and ask the customer for his/her Tax ID (NPWP) before proceeding with the customs clearance process


Equal or greater than
IDR 15,000,000
(Fifteen Million Rupiah)

All category

On or not on record


FedEx will notify the customer and obtain customer's approval to proceed with the customs clearance process


Please note that shipments without an importer’s valid NPWP on record will be subject to a 100% higher income tax tariff (PPh 22) in accordance with Customs regulation number 34/PMK.10/2017 article 2 paragraph 4.

Also starting from November 1, 2019, FedEx will only notify importers to obtain approval on Customs revaluation based on following table:

Import Customs Revaluation Notification Threshold


Goods Value (FOB) Threshold

Importer Type


FedEx Action


Equal or greater than USD 200 (two hundred) after revaluation

Personal / Individual


FedEx will notify to obtain customer approval


Below USD 200 (two hundred) after revaluation


FedEx will immediately proceed clearance process with Customs revaluation value


Equal or greater than USD 750 (seven hundred fifty) after revaluation

Corporate / Company



FedEx will notify to obtain customer approval


Below USD 750 (seven hundred fifty) after revaluation


FedEx will immediately proceed clearance process with Customs revaluation value

We highly encourage customers to ensure that all required import documentation and information including Tax ID (NPWP) are attached with each shipment commercial invoice. Customers are also encouraged to update FedEx with NPWP by email it to

If you have questions, please contact your FedEx’s/TNT’s Sales Representative, or FedEx hotline number at 1 500 342 and TNT hotline at 1 500 342 for assistance.

As part regulation no.199/ PMK.010/2019 implementation, we are updating our Duty and Tax advancement fee and administration fee for import shipments.  The updated surcharges are as follows:

FedEx-TNT Indonesia* local handling and transit warehouse surcharges

Effective on March 1, 2020

Duty and tax advancement fee

       · D&T ≤ to IDR 15,000 = Free of charge

       · D&T from IDR 15,000 to IDR 250,000 = IDR 50.000

       · D&T > IDR 250,000 = 2.5% of D&T or minimum  IDR 150,000

Administration fee

       · D&T ≤ to IDR 15,000 = Free of charge

       · D&T from IDR 15,000 to IDR 250,000 = Free of charge

       · D&T > IDR 250,000 = IDR 50,000

In Transit Storage (warehouse fee) for PIBK/Simplified formal entry and consignment note (CN)

       · Day 1 – 3 = Free of charge

       · Day 4 – 7 = IDR 1,570/kg/day

       · Day 8 onwards = IDR 2,355/kg/day

In Transit Storage (warehouse fee) for PIB/Formal Entry

·       · Day 1 – 3 = IDR 1,570/kg x (1 day)

       · Day 4 – 7 = IDR 1,570/kg/day

       · Day 8 onwards = IDR 2,355/kg/day

In Transit Storage (warehouse fee) for BC2.3 (Bonded zone)

       · Day 1 – 7 = Free of charge

       · Day 8 onwards = IDR 1,570/kg/day

Document fee (for hardcopy invoice and import document)

IDR 20,000 per invoice


IDR 300,000 per shipment

Single PEB

IDR 90,000 per shipment

Quarantine Fee

IDR 300,000 per shipment

Re-address Fee

No charge

*For Batam customers, please contact your sales representative or Customer Service team for your local charges.

For more information, please contact your FedEx-TNT sales representative or our Customer Service Team at 1 500 342   for FedEx or 1 500 342 for TNT.

Shipping Regulatory Update

To protect local producers from a surge in import of textile products, on May 27, 2020, the Indonesia Ministry of Treasury introduced and passed a new regulation imposing additional safeguard duties on the importation of fabrics, curtains and yarn products. The regulation was set out in three ministry regulations: No.54/PMK.010/2020 for curtain products, No. 55/PMK.010/2020 for fabric/ textile products and No. 56/PMK.010/2020 for yarn products. The duties will be applied in three phases and then gradually lowered by November 8, 2022.

Exceptions to the duties can be given to imported products, which originate from countries listed in the regulation by submitting the Certificate of Origin (COO) to the custom authority during the importation process.

Details about this new regulation and the tariff list can be viewed on the official website of the Indonesia Ministry of Treasury or at the following.

We encourage you to comply with the regulation so that your importation process is as seamless as possible.

On January 30, 2020, the Indonesian Ministry of Treasury introduced and passed a new regulation, No. 199/PMK.010/2019, to reduce the de minimis threshold for imported consumer goods from USD 75 to USD 3 to help control the purchase of cheap foreign goods and help protect smaller Indonesian firms. This has implications on Import Duty, Value-Added Tax (VAT), and Withhold Income Tax as set out below:




HS Code

Import Duty


Withhold Income Tax (NPWP & Non NPWP)



≤ USD 3

All products





USD 3 < n
≤ USD 1500



15% - 20%


7.5% - 10%

15% - 20%



25% - 30%



15% - 25%



Education Books

4901- 4904


Other Products







To check the updated tariff category lists and country exception lists, please refer to

We encourage you to comply with the regulation so that your importation process is as seamless as possible. 

The Customs Administration, Ministry of Finance of Taiwan amended the "Regulations Governing Customs Clearance Procedures for Air Express Consignments". Effective 1 January 2018, the de minimis amount for import low-value duty-free consignment will be NTD$ 2,000, down from NTD$ 3,000.

If you have any questions about the regulatory changes, please contact your Sales Representative or our Customer Service Hotline.

Online Fraud Alert

We have received reports of fraudulent emails claiming to come from These messages have a vague subject referencing an invoice (e.g. “Your FedEx invoice is ready to be paid now,” “Please pay your outstanding FedEx invoice,” “New FedEx Invoice,” “Your FedEx invoice is ready,” “Pay your FedEx invoice online”).

If you receive a message matching this description do not open the email or enter any personal information. Delete the email immediately.

FedEx does not send unsolicited emails to customers requesting information regarding packages, invoices, account numbers, passwords or personal information.

Go to our FedEx Customer Protection Center to learn more about protecting yourself online. By following a few simple tips, you can make your online experience safer and more secure.

For more information on other fraudulent emails, you can visit our U.S. website by clicking here.

It has come to our attention that a fraudulent e-mail with unauthorized use of the FedEx name has been circulating to our customers. The e-mail claims that a FedEx shipment could not be delivered and asks the customers to open an attachment, print it out and take it to a FedEx facility to pick up the package.

Customers need to be aware that this is a fraudulent request and that this e-mail attachment contains a virus. If you have received one of these fraudulent e-mails, do not open the attachment, but delete the email immediately.

FedEx does not request payment or personal information in return for goods in transit or in FedEx custody via unsolicited mail or e-mail.

If you have received a fraudulent e-mail that claims to be from FedEx and have experienced resulting financial loss, contact your banking institution immediately through the appropriate channels.

*FedEx is not responsible for any charges or costs incurred as a result of unauthorized or fraudulent activity that abuses the FedEx name, service marks and logos.

Service Disruption

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