How ACBUY Handles Common Disputes and Refunds: Real Cases and Solutions
As an international shopping assistant platform, ACBUY helps global users purchase products from Chinese e-commerce platforms. During the shopping process, issues like stock shortages, wrong shipments, or logistics delays may occasionally occur. This article will explain how ACBUY resolves these common disputes through real cases, detailing our dispute resolution process, refund policy, and communication tips.
Common Dispute Types
1. Stock Shortages
This typically occurs when suppliers cannot fulfill orders after payment. For example, user "John D." ordered a limited-edition smartphone, but the supplier informed us of stock unavailability two days later.
2. Wrong Shipments
Users receive incorrect product models, colors, or quantities. Case: "Sarah K." ordered a large-sized winter coat but received a medium-sized one.
3. Logistics Delays
Particularly common during peak seasons or due to customs clearance issues. User "Mike R." experienced a 15-day delay in his package during the Christmas season.
Dispute Resolution Process
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Submit Application
Log in to your ACBUY account, enter "Order Management," select the problematic order, and click "Apply for Dispute Resolution." Fill out the detailed issue description and upload evidence (order screenshots, chat records, photos, etc.).
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Platform Verification
ACBUY's客服team typically responds within 2-4 business hours. We will contact both the supplier and logistics provider to verify the situation.
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Solution Proposal
Based on the verification results, we will offer solutions such as reshipment, partial refund, or full refund.
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Implementation Follow-up
After both parties agree on the solution, ACBUY will monitor its execution until the case is fully closed.
Successful Refund Tips
1. Prepare Solid Evidence
Ensure you provide clear order screenshots, communication records, and photo evidence. User "Emma L." successfully obtained a full refund by providing unboxing videos showing wrong items.
2. Communicate Clearly
Describe issues objectively and avoid emotional language. Clearly state your demands (refund, exchange, or compensation).
3. Utilize Platform mediation
When direct negotiation with sellers fails, promptly apply for ACBUY's platform mediation. Our professional team will handle it fairly.
Common User Misunderstandings
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Misunderstanding 1: "ACBUY should be responsible for all issues"
Reality: As a platform, ACBUY connects users and sellers. We are responsible for mediation and supervision but cannot directly control seller inventory or logistics operations.
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Misunderstanding 2: "Instant refunds upon dispute"
Reality: Refunds require reasonable verification time. International transactions typically need 7-14 business days for fund transfer.
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Misunderstanding 3: "Platform preference for sellers"
Reality: ACBUY maintains neutral stance. In the past six months, 76% of user-disputed cases have been resolved in favor of users.
Platform Responsibility Boundaries
ACBUY is committed to protecting user rights but also has clear responsibility boundaries:
| ACBUY Responsibilities | Non-ACBUY Responsibilities |
|---|---|
| Order process supervision | Supplier production issues |
| Fund security | International transportation risks |
| Information authenticity verification | Customs policies and taxes |
| Dispute mediation | User personal information errors |
Building Trust Through Transparent Processes
ACBUY has successfully resolved over 10,000 disputes in the past year, with a 94% user satisfaction rate. We continuously optimize our processes by:
- Implementing stricter supplier reviews
- Establishing a $1 million user protection fund
- Providing 24/7 multilingual customer support
- Regularly publishing dispute resolution reports
While shopping issues are sometimes unavoidable, ACBUY's professional team is always ready to help resolve problems quickly and fairly, ensuring your cross-border shopping experience remains pleasant.