Operations During Orders
This page will guide you the operations during order process, which are common for both purchase service and forward service.
Check progress status of orders
After submitting an application, you can check the status of your order progress on the order details page. The order details page consists of the following sections.
If there are multiple ongoing orders, please select from this tab.
2.Progress, Customer's operation
Order progress can be checked here. If there is any operation a customer needs to perform, the button on the right side becomes green active status.
3.Basic information of the order
The agency in charge, service type, plan, delivery address and etc are displayed here.
4.Billing and Payment status
The billing and payment status is displayed here. In the case of 2-time payment, it is divided into 'Billing for 1st payment' and 'Billing for 2nd payment'.
5.List of Applied Items
The list of applied items and status, quantity, unit price etc of each item are displayed here.
Information about the international shipping is displayed. Please confirm tracking numbers here.
A list of messages regarding the order is displayed. If you want to contact the agency in charge, click on 'NEW MESSAGE' to send a message.
Operations during order progress
All operations necessary for orders to be processed can by done by the customer through the green buttons on the order details page. After checking the information displayed in the box on the left side, click the button, and proceed with the operation from the pop-up screen that opens. For details about operations that the customer must perform, please confirm About Purchase Service
or About Forward Service
If you need to contact the agency concerning the order, please send a message via 'NEW MESSAGE' at the bottom of the order details page. Please be aware that contact made through Inquiry
will not reach the agency in charge. Messages can only be sent for ongoing orders, orders that have been completed within 30 days, and orders that have expired within 30 days.
Cancelling an order or cancelling a part of items
Orders can be canceled at any time before payment. In cases where an order itself is canceled, cancellation will occur automatically 7 days after contact regarding estimates or handling availability is made, so there is no real need to contact the agency. If you would like to cancel part of your order, or change the quantity of items ordered, please contact the agency via message. Please understand that cancellations after payment has been made will not be accepted.
Reporting Item Arrival
In case all items are delivered without problem
If the items arrive safely to the customer, please send us a Reception Report from the order details page. Please click 'Reception Report', select 'Delivered without issue' in the pop-up window, and submit the form. Please understand that in case we do not receive a Reception Report, once 45 days have passed from the shipping date, we will send a confirmation mail, and once 50 days have passed the order will be moved to the completed orders.
In case some delivered items have problems
In cases where there is a problem with the delivered items, you are requested to discuss about the problem with the agency. To initiate the dispute, click 'Reception Report' on the order details page, select 'Missing/Incorrect item' or 'Defective item' depending on the condition of the items, and report the details. In case of 'Defective item', please attach pictures that show the condition of the defect. After receiving your report, the agency will confirm the situation and contact you as soon as possible. Once dispute has begun, the order will be moved to 'Disputing' status, and will not be moved the completed orders until specified by the customer.
In case there is over-payment
In cases where the purchase amount or purchase price changes after payment has been made, excessive payment may occur. If excessive payment occurs, the amount will be displayed on the product arrival report, and after the product arrival report is received, the excess amount will be added to the deposit. If a refund is desired, please follow the method to be described later for deposit withdrawal. Also, in the same manner, insufficient payment may occur, in which case it will be deducted from the deposit.
Deposits are money received from the customer by each agency in charge, and can be used for payment of orders regardless of primary or secondary settlement. Deposits are managed separately for each agency, so they can only be used for orders from the same agency. In cases where you would like to use a deposit for an order through an alternate agency, please request a withdrawal by the following method.
How to use your deposit
If there are available deposits, the deposit amount available and the 'Use' button will be displayed on the payment report screen. If you wish to use the deposit displayed, please click on 'Use'. After that you will be redirected to an invoice reflecting the used deposit amount, and if there is a remaining balance, please proceed to payment.
How to pay-out your deposit
If you wish to withdraw your deposit, from deposit management, please click "withdrawal request" for the agency you from which you wish to withdraw. After that, in the window that pops up, please enter the bank account information for the account to be credited, and send the withdrawal request. After confirmation of the contents of the request with the agency, we will proceed with the refund procedure. Depending on the agency a refund fee may be required, so please confirm the display based upon each agency's specific transaction policy.
How to pay-in to your deposit
In cases of frequent usage of the agency service, it is possible to deposit a discretionary amount to the agency in advance. If you wish to make a deposit, from deposit management please click "Deposit Report" for the respective agency. When paying by bank transfer, after sending payment to the bank account displayed in the window that pops up, please send a payment report. When paying by credit card, please select the credit card tab and proceed with PayPal payment procedure. As soon as the agency confirms payment, the amount you payed will be added to your deposit.
Completed orders and Expired orders
Orders are considered complete when the items are received by the customer and we receive a reception report, or when 50 days have passed from the date of shipment. Orders are considered expired when they are canceled due to reasons such as requests from the customer or inability to purchase or ship. If 7 days have passed from the date of the estimate without receiving payment, the order will automatically be considered expired.
Frequently Asked Questions