Client: Mr. Taisei Dofuku (Japan) Mission: Retrieve a Sony RX0 II & AirPods Pro from HK MTR Challenge: Lithium batteries, expensive shipping, and a gap in trust.
The Inquiry
It started on a Thursday afternoon with an email subject line we see often: “Inquiry About Receiving and Forwarding a Parcel From Hong Kong MTR Lost Property.”
Mr. Dofuku had returned to Japan, leaving behind his most essential travel gear—a Sony RX0 II camera and AirPods Pro—on the Hong Kong Airport Express. The MTR Lost Property Office had found them, but they required an authorized representative to pick them up in person.
Letter of appeal from Mr. Taisei Dofuku
We replied immediately. But due to a technical glitch with our email signature, our reply landed in his spam folder. When we realized this, it was already 3:20 AM in our time zone.
We didn’t wait until morning. We resent the email immediately, apologizing for the oversight. Mr. Dofuku replied instantly from Tokyo. That late-night connection set the tone for the whole mission: We care, and he is responsive.
Mr. Dofuku wanted to ship the items to Tokyo. But there was a problem: Lithium Batteries. Standard international couriers (like FedEx or DHL) quoted over $150 USD because used electronics with batteries are often classified as “Dangerous Goods.” Even worse, there was an old Anker power bank in the lost items list, which is almost impossible to ship by air legally without strict documentation.
We told Mr. Dofuku the truth: “Shipping this via courier is too expensive and risky. Your items might get rejected.”
The “Hand-Carry” Solution
We proposed a bold alternative: Hand-Carry Service.
Mr. Dofuku agreed to carry it in person.
We found a traveler in our network who was flying from Shenzhen to Tokyo in three days. We could use our Cross-Border Errand Service to move the items from HK to Shenzhen, hand them to her, and she would fly them to Japan.
It was faster and cheaper. But it required trust.
The “Trust Gap” (and How We Bridged It)
This is the most human part of the story. Mr. Dofuku was honest. He wrote:
“Since these are my personal belongings, I feel a bit uneasy about completing the payment before I am able to receive and confirm the items in person.”
Mr. Dofuku’s concerns
He was right to be cautious. He was trusting a stranger in another country with his valuables and his money.
Instead of demanding payment, we offered a compromise: 50% Deposit now, 50% after safe delivery. Mr. Dofuku appreciated the flexibility immediately. “I am comfortable proceeding with the 50% deposit,” he replied. Trust isn’t demanded; it is negotiated and earned.
Received 50% deposit from Mr. Dofuku
The Hard Decision: Leaving the Power Bank Behind
On pickup day, we retrieved the items from the MTR station. But we noticed the Anker power bank was old, with faded capacity markings. We knew airport security would likely confiscate it, potentially delaying the traveler and risking the camera’s flight.
We emailed Mr. Dofuku: “To minimize risk, we suggest excluding the power bank.” He didn’t hesitate. “Please proceed with carrying only the AirPods and Camera,” he said. His quick decision-making made our job so much easier. This is the beauty of a cooperative client.
Mr. Dofuku agreed not to bring a power bank.
Mission Accomplished
Sending a package from a convenience store in Tokyo
On December 17th, our traveler landed in Tokyo and shipped the package via a local convenience store. Two days later, the email we were waiting for arrived:
“I am happy to let you know that I have safely received the items today… Everything arrived in good condition.” — Taisei Dofuku
Mr. Dofuku received the items
He promptly paid the remaining 50% balance via Alipay.
A Partnership, Not Just a Transaction
This wasn’t just about moving a box from Point A to Point B. It was about two people—Zerrand and Mr. Dofuku—working together to solve a complex problem involving borders, batteries, and bureaucracy.
We thank Mr. Dofuku for his incredible patience and trust.
Zerrand confirmed receipt of the remaining 50% payment and thanked Mr. Dofuku for his patience and trust.
Mr. Dofuku highly praised Zerrand’s service.
Do you have a complex request in China or Hong Kong? Whether it’s verifying a supplier, buying China-exclusive products, or retrieving a lost item, we treat your problem like it’s our own.
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