Despite the significant increase in shipments ordered by Montenegrin citizens through e-platforms, especially AliExpress and Temu, Post of Montenegro surprisingly states that they do not have information on the number of such shipments, nor comparative data from previous periods. They add that they are not the only ones delivering parcels from these platforms.
According to statements made to Pobjeda, the Customs Administration (CA) also does not have such data, as they do not maintain separate records for shipments ordered online. This is because the customs information system conducts a comprehensive record of customs duties, regardless of the sender or recipient.
“There is no separate record of shipments ordered through online shopping platforms, so we cannot provide precise data on the number of shipments, their value, the number of online shoppers, or customs duty collection for these shipments,” said the CA.
This raises the question of how the effects of the introduction of VAT on the total value of these shipments will be measured, starting January 1st. This change is foreseen in the Fiscal Strategy as a compensatory measure to offset the reduction of contributions for pensions in connection with the increase of the minimum wage. As of January 2025, the provision that shipments valued up to 75 euros are exempt from taxation will no longer apply. The CA adds that customs duties regulations remain unchanged, meaning duties will apply for shipments exceeding 150 euros in value. When asked whether shipping costs will be included in the VAT base, the CA confirmed that they will be.
The CA will process shipments the same day or the following day, provided all necessary documents and evidence of the type, quantity, and value of the goods are submitted, and the shipment arrives during working hours at the customs office. VAT will be collected by postal operators, who will charge the recipients of the parcels when the shipments are delivered to their addresses.
“For fast shipments, we introduced an e-manifest, which allows processing before shipments arrive at the customs area, facilitating faster release. This data processing method will soon be implemented in regular postal traffic as well, which will significantly speed up customs procedures,” the CA added.
However, Post of Montenegro anticipates delays and backlogs “until things are properly set up” and assures that customers will be informed promptly. When asked whether they expect a reduction in parcel shipments next year due to the introduction of VAT, they simply responded, “market reactions will show.”
Quality Concerns The quality of products from these platforms, particularly since the launch of Temu, has been a subject of global media attention. According to Post of Montenegro, shipments from Temu entered their system in mid-December. The Ministry of Economic Development (MER), under which the Market Inspectorate operates, has not yet provided answers regarding whether there is a procedure for quality and safety control of products entering the country via these platforms or whether there is a mechanism to protect consumers in this regard.
According to Jovo Rabrenović, former general director for national brand development and consumer protection in MER, consumers enjoy rights guaranteed by the Consumer Protection Law, which also covers online shopping, but only within the country. He explained that Montenegro’s laws ensure that imported products must comply with EU directives on product safety. However, products from these platforms may sometimes bypass these standards.
Rabrenović emphasizes the importance of immediately reporting any dangerous products to the inspectorate or via the European RAPEX system. “The safety and quality of products on online platforms like AliExpress and Temu can be concerning for consumers. While these platforms offer review systems that help consumers gauge the quality and safety of products, it’s important to note that products from other countries may not undergo the same safety testing required for products sold in the EU or the US. For example, products with the CE mark in the EU must pass rigorous safety tests, while products on platforms like AliExpress and Temu may not meet these standards,” Rabrenović explained, adding that these platforms are intermediaries, and the responsibility for the product often lies with the seller, not the platform.
Consumer Advice Rabrenović advises that if consumers purchase a product from these platforms and find that it does not match the description, whether in quality, size, color, or functionality, they should immediately photograph the issue and retain the original packaging.
“These details can be helpful when opening a dispute or making a complaint. Practical steps for consumers in case of problems include documenting discrepancies: take photos of the product right after opening the package, keep the original packaging and label (if available), and communicate with the seller: contact the seller via the platform, explain the issue in detail and provide evidence, keeping the correspondence as it can serve as proof when initiating a dispute.”
How to Start a Dispute For example, to open a dispute on AliExpress, you can click on the “Open Dispute” option and enter all relevant information, including photos and a description of the problem. On platforms like AliExpress and Temu, there is an option to open a dispute through the Consumer Protection program. This program allows consumers to request a refund, exchange the product, or find another resolution depending on the nature of the problem. To successfully claim rights through these programs, it is important to follow deadlines, which usually range from seven to 30 days after receiving the product, and adhere to the platform’s instructions for submitting a complaint. If the consumer does not act within this period, there is a risk of losing the right to file a complaint or receive a refund,” advises Jovo Rabrenović.
