Oopbuy Spreadsheet / A considered purchase
When an order needs attention, keep the request clear
Record what happened, check the current stage and ask for the relevant after-sales process. The evidence and the applicable conditions both matter.
Prepare the request before shipping
- Check the account stage and timing. The return notice rechecked 2026-10-14 describes 120 hours starting at the next hour after “Stocked in.” Check the deadline shown for the item.
- Describe the specific difference. Wrong option, missing quantity, visible damage and an item that fits differently need clear descriptions.
- Attach the relevant evidence. Use the saved listing, chosen variant and QC frames. If something is unclear, ask for a measurement or detail photo.
- Ask what action is required. Confirm whether a formal return request, further evidence or payment is needed. Request an explanation of any decision and keep the record.
The agent’s return process depends on conditions including seller agreement. This guide cannot determine a legal right, liability or a refund result from a short description. An initial reply should be checked against the actual request and terms.
Check eligibility and packaging conditions
The Returns and Refunds notice lists categories outside its stated guarantee, including custom-made or second-hand goods, goods from outside mainland China and items whose tags, packaging or accessories were removed at the user’s request. Some special packaging rules also apply.
Read the full return conditions and ask support about your item. The article describes charges and seller-dependent conditions; “free service” does not necessarily remove domestic return shipping.
Restricted goods and customs questions
The Shopping Guidelines rechecked 2026-10-14 prohibit counterfeit and IP-infringing goods and describe possible warehouse destruction without shipping or refund. They also direct buyers to consult support for restricted item types such as medicines, liquids, pastes and cosmetic powders.
Check eligibility before buying. Do not assume an available catalogue card or accepted product payment confirms export or destination eligibility. Read the current Shopping Guidelines and the selected route’s conditions.
For a hold or document request, follow the verified carrier or customs notice and provide accurate information. Ask Oopbuy what assistance or investigation route applies. Coverage varies by route and policy; a policy reference alone does not establish that a particular event is covered or excluded.
Keep storage and after-sales timing separate
A return request and a warehouse storage deadline serve different purposes. A conversation with support should not be assumed to pause either. Check the item status and ask whether an extension or another action is required while a request is being reviewed.
Do not ship an unresolved item simply because time has passed. Compare the confirmed options, any storage charge and the cost of the next step. If an answer is unclear, ask for the relevant term and a written explanation.
The decision check helps prepare a message. The Help page provides official entry points and the terms used in these pages.
A clear first message preserves the question and the evidence
Start with the order number and the mismatch: “Ordered two black items, one black and one white visible in the warehouse pictures.” Attach the selected option record and the relevant picture. Ask the operator to confirm the received quantity or variant and the available remedy for that order.
Keep the requested action separate from the evidence. You might ask for a clearer photo first, a seller exchange enquiry next, or cancellation of an unpurchased item. Whether it is available depends on the stage, seller terms and the applicable exclusions; this guide cannot approve it.
Record the request date, response and any displayed deadline. Keep tags, packaging and accessories until the question is resolved where return conditions require them. If the issue concerns delivered goods, retain parcel and receiving evidence and contact support promptly under the applicable claim process.