If the DIVA kiosk shows a red result, don’t worry - this does not necessarily mean your Tax Free claim has been rejected.
It means that Customs needs to check your purchase in person before it can be validated.
What should I do?
Go to the Customs office (Aduanas) at the airport and have the following ready:
Your passport
Your boarding pass
Your purchase receipt
Your Tax Free purchases
Proof of residence, if applicable
Your Pie VAT app with your Tax Free claim
A Customs officer will review your claim and may ask to inspect your purchased goods. If everything is in order, they can validate your export.
💡 Important
Keep your purchased goods accessible and do not check them into your luggage before completing the Customs check.
Your refund can only be processed once your Tax Free purchase has been successfully validated by Customs.
Related article: How do I validate my Tax Free purchase at the airport?