We’re the Importer of Record and recently got access to our ACE Portal. We can see all of our import entries through 2023, but none of our shipments from 2024–2026 show up, even though the shipments were imported and we paid the duties.
We’ve been asking our freight forwarder for months for the CBP entry number, Form 7501, and the customs broker’s information, but they haven’t been able to provide any of them. They said the customs clearance was handled by their booking carrier, so they don’t have the broker’s details. They also told us our tariff refund was already filed, but they can’t provide any proof or reference number.
We also noticed that the importer number on their invoice is missing the last two digits of our actual importer number, so we’re wondering if the shipment might have been filed under the wrong importer number or another account.
We’ve already contacted CBP and are waiting for a response. We also spoke with a licensed customs broker, and he said this isn’t a normal situation.
Has anyone dealt with this before?
Have you ever had a shipment filed under the wrong importer number?
Is there another way to get the CBP entry number or Form 7501?
If your freight forwarder couldn’t provide the customs documents, how did you resolve it?
Sorry you’re dealing with this, it’s a serious compliance red flag. Customs clearance isn’t just ‘handled by the booking carrier’ without traces; ask them for the master bill of lading and ISF filing confirmation, both usually carry the entry or broker reference.
You can also request the CBP courtesy notice via ACE. If they still can’t produce it, escalate directly to CBP. As a forwarder, we always hand clients the full customs document package, 7501, entry number, broker info, so you never have to chase for basics. What did CBP say when you reached out?
This can happen when the carrier’s broker files the entry under their own bond instead of your IOR bond, that would explain why ACE shows nothing under your importer number.
You can ask CBP to search by your bond number or the carrier’s SCAC, and file a FOIA request for the entry summary to get the 7501. On future China→US shipments, always request a copy of the 7501 and entry number before the shipment is delivered.
Exactly, this is a common setup when the carrier’s bond is used, and it can make ACE look empty under your own importer number. As a China-based forwarder, we always confirm the broker files under the client’s IOR bond so records stay clean.
What are you importing and to which port? Happy to help
Good reminder, ISF + master bill with clear traceability should be a baseline on any China→US move. If you’re sourcing from China and want a partner who sends those docs upfront, tell me your destination city + CBM.
Sorry you’re having to chase this, if those 2024–2026 entries aren’t showing in your ACE, they were likely filed under a different EIN/importer number, so your freight forwarder/customs broker needs to confirm the actual IOR used.
They’re the only ones who can re-issue the 7501/entry summary, push for it and don’t accept “can’t access it.” If you have a bill of lading number, I can help you map out how to verify it.