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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.

1.Ongoing Orders

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.

6.Shipping Information

Information about the international shipping is displayed. Please confirm tracking numbers here.

7.Message History

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

Updating Orders

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.

Sending Messages

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 90 days, and orders that have canceled within 90 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' and submit the form. Please understand that in case you do not submit a Reception Report, the order will be moved to the completed orders after 50 days have passed .

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 company. To initiate the dispute, click 'Reception Report' on the order details page, and click on 'please report the problems from this page'. After that please let the agency company know details of problem by message. In case defective items are found, please attach pictures that show the condition of the defects. After receiving your report, the agency company will confirm the situation and contact you as soon as possible.

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.

About Deposit

Deposit is the money that each agency company keeps from the customer, and all payments are made through the deposit. Deposits are managed separately for each agency, so they can only be used for orders to the same agency company.

How to pay-in to your deposit

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.

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.

About past orders

Completed orders and Canceled 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 as canceled when they are canceled due to reasons such as requests from the customer or inability to purchase or forward. As for purchase service, if 7 days have passed from the date of the estimate without receiving payment, the order will be automatically moved to canceled orders. As for forward service, if #3 days have passed from the date of the item confirmation without items arrival, the order will be automatically moved to canceled orders.

About abandonment of items

For orders not being paid for 2nd billing even after the specified period has passed since the arrival of items, we deem the customer to have abandoned the items and agency company will discard the items. Please confirm the abandon days for each agency company from this page. In this case, please understand that refund of already paid amount such as items price is not acceptable.

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Exchange Rate
1GBP = 1.2189USD
1EUR = 1.0894USD
1CNY = 0.1401USD
1HKD = 0.1289USD
1JPY = 0.0093USD
Updated on May 26th, 2020
Currency exchange fees will be added to the applied rate for agency service. You can check the applied rate of each agency on this page.