Questions, terms and help entrances
The questions buyers actually ask, the jargon decoded, and the official doors to knock on when something specific goes wrong.
The questions buyers actually bring
Money appears in the account but the balance looks wrong
Compare the currency and amount on the payment receipt with the actual credited account record. The dated help article describes PayPal payment in US dollars; it does not establish the internal ledger currency. A different header display alone is not proof that money is missing.
An order sits unreviewed longer than expected
The published review window is 3-5 working hours, in working hours, not clock hours. Orders placed on a Chinese public holiday queue up. The order's message thread is where a stuck review explains itself.
A listing died between browsing and ordering
Sellers delist without warning, and the operator may report an item out of sale while the platform page still renders. Money already paid returns to the balance rather than to your card.
Cancelling after payment
Cancellable while the status reads paid or processing, with the money returning to the balance. Once the seller has mailed the item the cancellation depends on the seller, and the return freight can come out of the refund.
The return window after items reach the warehouse
The dated policy describes 120 hours from Stocked in, subject to seller and item eligibility; it is not unconditional return cover. The dated policy waives the first eligible monthly service fee for non-Prime users; return freight and other costs may remain; repeat returns ladder up in cost.
Problems found after the parcel arrived abroad
The registration protocol sets a 72-hour window after receipt for after-sales claims. Photograph everything before opening fully; claims lean on evidence.
Switching accounts without losing money
The protocol's own answer: contact customer service to move the balance to a new account. Balances do not move between accounts by themselves.
Contacting a human
Live chat runs 9am to 6:30pm, Monday to Friday, UK time. Outside those hours, email [email protected], or leave a message in the order thread and check for a reply during the stated service hours; those hours do not guarantee a next-working-day answer.
The unit on the top-up screen
Check the unit beside the amount field and the payment preview before confirming. The captured recharge flow enters yuan while the dated PayPal article describes payment in US dollars. Verify the amount to be debited and the account credit; do not infer either from the header’s display currency.
Making a specific purchase move faster
The paid priority option processes an order within 4 buyer working hours for 5 yuan. Buyer hours follow the platform's schedule, so a priority order placed on a Friday night still waits for the desk to open.
What happens to goods left past the storage window
The storage article is blunt: expired goods are regarded as abandoned and destroyed, with no further notices after the day-90 reminder email. Perishables carry a shorter shelf life than the general window. Set a calendar reminder the day items stock in.
Downloading the Android app safely
Only from the operator's own file host, reached through the official footer badge. The filename carries a build tag, currently 260828, so you can tell whether a mirror is serving an old build; mirrors are also the malware channel in this industry, which is reason enough to skip them.
Glossary, the five terms that matter
QC: quality check. Here it means the warehouse appearance check and its photos. Scope is looks only, on garments, bags, suitcases and shoes; electronics are never checked for function or authenticity.
GL: a greenlight. Community shorthand for a batch or seller the buyer community currently rates as acceptable. It is a crowd opinion, not an official grade; the operator publishes no batch ratings at all.
RL: a redlight, the opposite crowd signal. Same caution applies.
W2C: where to cop, community phrasing for a link to a specific listing. Catalogue entries are, in effect, answered W2Cs.
Haul: a multi-item parcel, and by extension the photo or video post that shows one. Posting hauls is what the points programme rewards.
Fill and Buy: the agent's manual order form, used for links its crawler does not parse, from Weidian storefronts to Yupoo albums. You supply the link, the name, the specification and the price yourself, and the form's own terms strip away after-sales support and cancellation once paid. It widens what you can buy and narrows what you can undo, and both halves of that sentence belong in the decision. The choosing page prices the risk properly.
Official help entrances, mapped
The help centre behind the agent's own site is organised by daily questions, service types, after-sales, account assets, value-added services and distribution. Its fee article and storage article are the two worth reading before a first order; the fee article is the canonical statement of what the service costs.
For anything with money on the line, prefer the order's own message thread over chat: it leaves a written trail attached to the order, which is what any later claim will be judged on. Chat answers 9am to 6:30pm, Monday to Friday, UK time; email lives at [email protected].