What to Do When Buying Poor Quality Goods and the Dispute Resolution Principles of the Platform

When Purchasing a Low-Quality Product or Suspecting a Seller of Fraud

The first principle when buying goods is to read the product description carefully, checking whether the warranty policy suits you, as each item may have a different warranty policy. If the warranty period is short, consider buying in smaller quantities to ensure you can check everything within that time. Make sure to contact the seller during the warranty period if the product does not match the description.

Each order has a 3-day money-hold period, during which the platform holds the payment to allow you to inspect the product. If you don't raise any complaints within this period, it may be challenging to get your money back. However, if you suspect fraud, you can report it to a support agent immediately.

What to Do Immediately When Suspecting a Low-Quality or Fraudulent Product

Contact the seller directly. While many customers prefer reaching out to the platform’s support agents, please understand that the platform only facilitates sales; the seller is most knowledgeable about their product's usage and is responsible for order support (guidance, warranty, etc.).
If the seller does not resolve the issue or shows signs of dishonesty, promptly file a complaint for the order (go to 'Purchased Orders' and click the 'X' mark). This action will freeze the payment until the dispute is resolved. Complaints and customer reviews are the only data the platform can use to assess a seller's reputation and decide whether to continue cooperating with them. Thanks to user reports, we have banned fraudulent sellers and recovered some funds for timely refunds to customers.

DO NOT CANCEL THE DISPUTE UNTIL IT IS FULLY RESOLVED. Each order can only be disputed once; if you cancel it, you cannot refile the complaint.

Platform's Dispute Resolution Process

The 3-day holding period allows you to file complaints; it becomes more challenging to retrieve funds after this period expires. The seller is the primary handler of customer complaints, responsible for assisting customers with product usage and providing warranty support to encourage the customer to withdraw their complaint. If a high complaint rate is detected, the platform may temporarily close the seller's store for further review, which also directly affects their ranking.

Complaint: The complaint status is applied when a buyer requests to freeze the payment due to a defective product. The seller can support or offer a warranty to resolve the complaint or escalate it to a dispute for further discussion. Note: The system will automatically refund after 3 days (from the time the complaint was filed) if the seller does not escalate to a dispute. If you are a reputable seller, you can extend support by escalating to a dispute. We hope customers understand the 3-day wait, as sellers need time to inspect and provide support first, avoiding exploitation of the complaint system. Trusted sellers typically resolve issues within the day.

Dispute: If the seller has already provided warranty service or disagrees with the customer’s complaint, they can escalate it to a dispute to prevent automatic refunds. Both parties will then have an additional 3 days to negotiate or resolve the issue, after which the platform will intervene based on its judgment. This is challenging for the platform, as we rely heavily on both parties' reputations and the store’s commitments without direct knowledge of the products, making it a time-consuming process. We ask sellers for their understanding and assistance in handling issues; if there is an overload, we may be forced to suspend collaboration.

During an active dispute, a bot will check in with the buyer once daily to confirm if the warranty or resolution is satisfactory. If the buyer does not log in or confirm with the bot at least once within 3 days, the dispute will be automatically canceled. Please monitor dispute progress in the 'Messages' section. (Bot updates will be available from 10/12/2022.)