The screen just turned red. Nothing is wrong yet — here’s exactly what happens next.
Do this now
- Stay where the signage or staff direct you. Red means a customs officer confirms your goods before the refund is released. Nothing more.
- Take all your registered purchases and your receipts to the customs inspection area. Everything registered has to be with you; officers may ask to see receipts too.
- Answer simply and show what’s asked. High-value items may get a closer look — that’s routine, not a red flag.
- Watch the clock, not just the line. The inspection must be finished before boarding procedures close. Leaving mid-inspection means no confirmation and no refund. If time is getting tight, tell the staff about your flight rather than walking away.
- Missing something registered? Eaten, used, packed into a checked bag, or the box is gone — say so plainly. See the consumables rule for items you already consumed, and keep the box for identification problems.
- Once the officer finishes, you’re done. The confirmation completes and your refund proceeds exactly as it would after a green screen.
Show this in Japanese日本語カードを表示 — hand your phone to the staff
店員・係員のみなさまへ:外国からのお客様がこのカードを提示しています。
【状況】
キオスク端末でレッド判定が出た旅行者です。免税購入した物品は、すべて手荷物の中にあります。
【お願い】
物品の確認(検査)の手続きをお願いします。
【公式情報】
Why red doesn’t mean trouble
The system routes a portion of travelers to a physical check by design — it’s not a flag on you personally, it’s how the process works for everyone. The officer at the inspection area is confirming the exact same thing a green screen confirms automatically: that the goods you bought tax-free are leaving Japan with you.
It’s also why the advice across this site exists — packing goods in your carry-on, keeping the original packaging, arriving with time to spare. All of it is preparation for exactly this moment going smoothly. If you did those things, you’re already most of the way through.
For a prepared traveler, the inspection is a delay, not a danger. Stay with it until the officer finishes, and the refund follows the same path it always does.
The full kiosk walkthrough is at at the kiosk; official pages are below.