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What Should I Do If There’s a Problem With My Order?

We understand that encountering issues with your order can be inconvenient. Here are a few recommended steps to help you resolve the problem:

1. Contact the Seller First 🤝

If you experience any issue with your order, we strongly recommend contacting the seller first, as they are the primary point of contact for resolving such matters.

Most sellers are committed to providing excellent customer service and can often resolve issues quickly and efficiently. Reaching out directly gives them the opportunity to correct the problem—whether it’s a shipping delay, an incorrect item, or any other issue.

You can communicate with the seller directly from your Order Page to try and resolve the matter.

👉 See also: “How to Contact the Seller?”

2. Request After-Sales Service 🔧

If you and the seller reach an agreement after communication, you can proceed via “Order → Initiate After-Sales Service.”

If the seller responds and handles the issue within 12 hours, you may proceed with a repair or refund. The buyer will then need to confirm and approve the outcome.
If the seller fails to respond within the specified time, it will be automatically considered as seller approval for a full refund.

3. Contact the Platform for “Platform Intervention” 🛡️

If you are unable to reach a satisfactory resolution with the seller—or if the seller is unresponsive or uncooperative—you can request Platform Intervention for further assistance.

We are committed to helping you resolve disputes and ensuring you have a pleasant shopping experience. Our team will review the case fairly and transparently, working with both you and the seller to find a fair and balanced solution.

Updated on: 11/11/2025

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