Self-service terminals streamline cross-border tax refunds

Self-service tax refund machines were officially launched yesterday at Luohu Checkpoint and Shenzhen Bao'an International Airport, offering outbound travelers faster processing and an enhanced experience.

Operated by Bank of China, these first-of-their-kind machines integrate identity verification, document inspection, and fund settlement into a single interface, offering support in 13 languages in 24 hours.

“The introduction of these self-service terminals will be particularly valuable during peak travel seasons and holidays, significantly reducing wait times,” said Wang Haiwei, head of the development team at the bank.

A Bank of China staff member displays tax refund materials at a service counter in Shenzhen on Monday. Photos from Dute

The technology’s efficiency was immediately apparent. Ms. Ou, a Hong Kong resident, became the first user of the machine at Luohu Checkpoint. "It is very convenient," Ou said. "I received my refund in just 2 minutes and 23 seconds."

The "instant tax refund" system allows funds to be transferred directly to users' digital e-CNY (digital yuan) cards. Travelers can then use these cards for retail purchases or public transport via NFC "tap-to-pay" technology. 

Mr. Li completes a transaction at a self-service tax refund machine in Shenzhen. 

Mr. Li, another Hong Kong resident who claimed his refund at the Shenzhen Bao'an International Airport, expressed his satisfaction.

"It is an honor to be the first user of the e-CNY card, and I look forward to a more convenient payment experience," he said.

According to Shenzhen Customs, tax refund verifications reached 19,000 in the first two months of the year — a tenfold increase year on year. The total value of these refunds hit 310 million yuan (US$44.8 million), increased by 1.7 times from the previous year.

To further improve service efficiency, multilingual services have been introduced at checkpoints, said Shenzhen Customs officer Sun Xudan.