Submit dispute notice
Send a written description of the issue, requested resolution and relevant order/request reference.
Help You Buy From China
Dispute Resolution & Complaint Handling
Understand how product, supplier, warehouse, shipping, payment and service-scope disputes are reviewed.
Our approach
Disputes should be reviewed with records, evidence and service scope.
Buying from China involves buyers, sellers, suppliers, warehouses, carriers, payment platforms and customs authorities. When a dispute happens, we review what was approved, what was paid, what was checked, what was shipped and what evidence is available.
Record review
We review request records, approved specs, payment records, warehouse photos, supplier messages and shipping information.
Evidence collection
Photos, videos, package labels, outer carton photos, tracking and unboxing video may be requested.
Proposed resolution
Possible next steps may include seller claim, return, exchange, partial refund, reshipment, carrier claim or no-supported-claim notice.
Third-party response
Cases involving suppliers, warehouses, carriers, customs or payment platforms may take longer.
Escalation
If unresolved, payment platform procedures, carrier claim procedures, supplier platform procedures, mediation or applicable legal remedies may be considered.
Important boundaries
We encourage internal review before payment platform disputes.
Please contact us first with evidence so we can review the issue and attempt to resolve it through our internal dispute process. This does not limit any non-waivable rights you may have under applicable law or payment platform rules.
Report visible issues quickly
Visible product issues should be reported as soon as possible after photo check or delivery, ideally within 3 days.
Carrier claim deadlines
Shipping damage, loss or missing parcel claims must follow carrier claim periods and evidence requirements.
Used or exported goods
Goods that are used, modified, resold, transferred or exported may be difficult or impossible to return or claim.
Evidence checklist
What we may request to review a dispute.
Written records
Email-based dispute communication is preferred.
Email helps preserve product details, approval history, payment notes, warehouse photos, shipping instructions and evidence for review.
Contact email: [email protected]
Important Fee Notice: Not every amount paid by the buyer is our service income. Product costs, supplier charges, payment processor deductions, shipping fees, warehouse costs, inspection fees, customs-related charges, taxes, duties and other third-party costs may be non-refundable unless the relevant third party actually refunds them to us. Read Pass-through Costs & Third-party Fees.
Receiver information responsibility: The buyer must verify receiver name, country, state/province, city, street address, apartment/unit number, postal code, phone number, email and tax/customs information if required. Delay, return, extra fees, failed delivery or loss caused by incorrect or incomplete buyer-provided information may be the buyer’s responsibility. Read the Buyer Order Guide.
Need a real quote or service review?
Tool results are estimates only. Send your product link, photos, supplier contact or RFQ for a scope review before paid execution.
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