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Inquiry Management

2029 Sat, May 23, 2026  Resolution center

Definition: After a buyer has placed an order and a period of time has passed since the order was marked as shipped without the item being received, the buyer can open an "Item Not Received (INR)" inquiry.

Steps:

Step 1: Click [Customer Service] > [Resolution Center - Inquiry];

Step 2: Click on a pending inquiry. On the right side, you can view the details (focus on understanding the buyer's reason for the request and their message content) for further assessment;

Step 3: Handle the inquiry.

If you need to verify the situation or discuss a solution with the buyer, click [Send Message] to communicate with the buyer;

When the item has been resent or there is a new tracking update, click [Update Tracking Details] to sync the shipping status;

When it is confirmed that the buyer no longer needs the item or the seller cannot fulfill the order, click [Refund] to process the refund for the buyer.