Full refund
Eligible case plus all required proof. Or choose re-shipment where available.
Fast refund
Product photo and store refund record, but same-frame tracking cannot be provided.
No refund
No product photo, no store refund record, or a case outside the covered conditions.
01What Gets You Paid: The Evidence Ladder
Full evidence
Product photo, delivery note with the tracking number in the same photo, and your store refund record.
Fast refund
Product photo and store refund record; same-frame tracking cannot be provided.
No photo or refund record
Without the product photo or proof that you refunded your buyer, we cannot refund.
Required for any refund: a product photo and your store refund record showing the buyer was already refunded.
For 100%, the delivery note showing the tracking number must appear in the same photo as the product. If same-frame tracking cannot be provided, an eligible claim with the other required proof may qualify for 70%.
02Full Refund
| Situation | Result | What you need |
|---|---|---|
| Wrong, broken, or defective product | 100% refund or re-ship; 70% if same-frame tracking cannot be provided | Product photo plus store refund record. Same-frame tracking is needed for 100%; without a store refund record there is no refund. |
| No tracking update for 30 days after dispatch from the forwarder’s warehouse | 100% refund | 🛡️ Requires Order Compensation plan |
| No tracking update for 60 days after dispatch | 100% refund | No plan needed |
| Returned or held by customs in China or the destination country, not caused by the buyer, 60 days after dispatch | 100% refund | No plan needed |
| Returned or held by customs in China or the destination country, for any reason, 30 days after dispatch | 100% refund | 🛡️ Requires Order Compensation plan |
| Delivered to an address different from the one the buyer provided | 100% refund | Confirm the buyer-provided address and the actual delivery address |
03Service Upgrade: What the Order Compensation Plan Adds
The same shipment, two sets of terms. The plan shortens the clock and widens what is covered.
| Situation | Without the plan | With the Order Compensation plan |
|---|---|---|
| No tracking update after dispatch from the forwarder’s warehouse | Refund after 60 days | Refund after 30 days |
| Returned or held by customs in China or the destination country | After 60 days, only when not caused by the buyer | After 30 days, whatever the reason |
| Damaged outer packaging or a clear quality problem | Not covered | Covered under the plan; standard claim terms apply |
The enhanced terms apply only when the optional plan covers the order.
View Order Compensation plan04No Refund
| Situation | Result | Condition |
|---|---|---|
| The buyer provided an incorrect address | No refund | — |
| The buyer changed their mind | No refund | — |
| Parcel shown as delivered but the buyer did not receive it, including theft | No refund | — |
| The postman cannot reach the buyer by phone and nobody is at home | No refund | — |
| The buyer refuses to collect the parcel, or delivery fails because the buyer cannot be reached | No refund | — |
| No store refund record: the buyer was never refunded in your store | No refund | Refund your buyer first, then claim |
| Outer packaging damaged | No refund unless covered | 🛡️ Requires Order Compensation plan |
| Clear product quality problem | No refund unless covered | 🛡️ Requires Order Compensation plan |