Waiting for Payment

 

What does this order status mean?

Order has been placed successfully, waiting buyer to pay.

 

What can I do under this status?

1.Pay the order

2.Report payment problem

3. Close the order

 

What should I know about this order status?

1. Buyer need to pay the order successfully within 6days after the order has been placed, or it will be closed by system automatically when beyond the time limit. Pay the order, go to My Home—My Order List

2. Buyer also can choose to close order in My Home—My Order List, please submit the reason when close the order.

3.If the order is closed by system due to payment time limit or closed by buyer, the buyer only can purchase the products in this order by placing a new order.

 

 Closed by Buyer

 

What does this order status mean?

(Before being paid successfully,) order has been closed by buyer.

 

What can I do under this status?

1.Place a new order

2.Report payment problem

 

What should I know about this order status?

1. After the order is placed, before being paid, buyer can go to My Home—My Orders List to close order, please submit your close reason at the same time.

2. If the order is closed by buyer, the buyer can purchase the products in this order only by placing a new order.

 

Closed by System

 

What does this order status mean?

The order has been closed by system automatically because it hasn’t been paid within 6days after buyer placed the order.

 

What can I do under this status?

1. Place a new order

2.Report payment problem

 

What should I know about this order status?

1.After buyer placed the order, she/he should pay for the order within 6 days, or it will be closed by system automatically.

2.If the order is closed by system due to payment time limit, the buyer only can purchase the products in this order by placing a new order.

 

Waiting for Delivery

 

The payment has just been confirmed and we will begin processing your order immediately.

 

Under this status, you can cancel the order

1.(Except for some customized products) Most orders can be cancelled by buyer before shipped out. But the order’s cancellation should be approved by customer service.( why? )

2.Once the order has been cancelled, Please allow up to 2 billing cycles for refund to be credited to your Paypal account

3.If the buyer cancelled order, we still strongly recommend buyer to place a new order for purchasing products in cancelled order.

 

 

Cancelled by Buyer

 

What does this order status mean?        

(After being paid before being shipped,) the order has been cancelled by buyer, waiting for approval from customer service.

 

Why the cancellation should get customer service’s approval?

 

Technically, except for some customized products, most orders can be cancelled before being shipped. But there is a situation in international logistics, the order may have be shipped even there is no delivery information yet. It is difficult to solve this kind of problems at present. We are trying to avoid this and also need your understanding.

 

Cancelled

 

What does this order status mean?

The order has been cancelled successfully. Refund will be sent to buyer’s Paypal account.

 

What can I do under this order status?

1.Waiting for the refund.

2.Place a new order

 

What should I know about this order status?

1.(Except for some customized products) most orders can be cancelled by buyer before shipped out. But the order’s cancellation should be approved by customer service.

2.Once the order has been cancelled, Please allow up to 2 billing cycles for refund to be credited to your Paypal account

3.If the buyer cancelled order, we still strongly recommend buyer to place a new order for purchasing products in cancelled order.

 

Rejected Request for Order Cancellation; Waiting for Delivery

 

What does this order status mean?

Buyer’s request for cancelling this order didn't get approved.

 

Why the request was rejected?

Sometimes the order has been shipped but the delivery information may delay. In this situation, buyer’s request for cancelling a order may be rejected.

 

What could I do under this order status?

If the request for cancelling order didn’t get approved, the order status will be the same as “Waiting for Delivery”. (See “Waiting for Delivery”)

 

Suspended Order

 

What does it mean?

The order hasn’t been shipped out within the promised shipping time (7 days after paid successfully) for some reasons, then this order has been suspended.

 

 

What should I know about this order status?

1.After the order being paid, due to some reasons beyond our control, order may be not shipped out within the promised time (7 days after being paid). Then seller could request extend order shippment .

2.The buyer has 2 right to option: one is refuse,the buyer could close the order, seller will refund the money to buyer’s account within 24 hours (please allow up to 2 billing cycles for it to be credited to your   Paypal account); the other is confirm ,within 5days the seller shippment..

3.If buyer has nothing to do,after 3 days,The system default shippment extension of 5 days.

 

 

What can I do under this order status?

1.Waitting for the refund.

2.Confirm extend order shippment.

3.Has nothing to do(after 3days,the systhem default agree).

 

What should I know about this order status?

Once the order has been cancelled, it usually takes up to 2 billing cycles for refund to be credited to buyer’s Paypal account.

 

Seller Asks for Postponing the Shipment

 

What does this order status mean?

The order can’t be shipped within the promised shipping time (3 days after being paid,); seller asked for postponing the shipment.

 

What could I do under this order status?

1.Waiting for order’s delivery

2.Cancel order to get refund

 

What should I know about this order status?

1.Buyer can continue to wait for order being shipped. In this case, promised shipping time will be postponed for 3 more days, and so it is the receipt confirmation time.

2.If buyer chooses getting refund, it usually takes up to 2 billing cycles for refund to be credited to buyer’s Paypal account.

3.If buyer do nothing about the order within 3 days after seller asked for postponing shipment, system default the buyer has approved seller’s request.

 

Waiting for Delivery

 

What does it mean?

The buyer has approved seller’s request for postponing shipment.

 

What can I do under this order status?

Same as “Waiting for Delivery

 

What should I know about this status?

Same as “Waiting for Delivery

 

Shipped

 

What does it mean?

The order has been shipped, waiting for buyer’s receipt confirmation

 

What can I do under this status?

1.Track the order

2.Confirm the receipt

3.Report missing or damaged package

4.Submit return& refund request

 

What should I know about this status?

1.Once the order has been shipped, the buyer can not cancel it any more.

2.Buyer can track the order in related delivery company website with courier tracking number. Or ask our customer service to track the order. Till now, DeAi Gems website doesn’t update the logistics information.

3.Once the order has been shipped out, buyer needs to confirm receipt or submit request within 50 days. During that period, buyer also can report missing package; for the damaged and incomplete package, buyer has the right to reject the order and report the condition to customer service immediately; for the quality-related products or order with missing items, buyer can submit return& refund request directly during this time. More information please go to Help Center—Return& Refund Policies 

4.During that receipt confirmation period (50 days after order shipped out), if buyer doesn’t do anything about this order—confirm receipt, or report missing & damage package, or submit any return& refund request, the system will consider that buyer has received the order and be satisfied with it, and then system will automatically confirm the receipt by default.

5.Within the 50 days, if the buyer has submitted any return& refund request, the system will not confirm receipt automatically.

 

Receipt Confirmed; Waiting for Comment

 

What does it mean?

The buyer has confirmed the receipt of this order.

 

What can I do under this status?

Write a review about products or service

 

Return&Refund Request Submitted

 

What does it mean?

Buyer has submitted return& refund request, waiting for customer service’s approval.

 

What can I do under this circumstance?

1.Cancel the request

2.Modify return& refund request

 

What more should I know about this order status?

1.Under the following circumstances, buyer can ask for return& refund (within 50 days after the order shipped out) : (1) missing or damaged package (2) missing items in package (3) quality-related issues (3) simply don’t like the product (buyer should pay for the back and forth shipping cost under this circumstance) For specific rules go to Help Center—Return &Refund Policies.

2.After buyer submit a return &refund request about an order, customer service will examine the case and determine whether approve it or not in 24 hours.

3.During that period, system will not automatically confirm receipt of the order.

4.If the buyer cancel the request, order status will be changed to “Shipped” again.

 

Return&Refund Request Approved

 

What does it mean?

The return &refund request has been approved by customer service. And customer service is processing this case.

 

What can I do under this status?

Confirm case closed

Submit a new request if unsatisfied

 

What should I notice about this order status?

1.Once request gets approved, seller should tell buyer how to cooperate. And the buyer should return the products in time. Or the buyer will be responsible for the lost.

2.Due to the specificity of international logistics, after sending the returned products, buyer needs to provide with clear picture or copy of the express paper as evidence. We recommend buyer to keep the original sheet properly before confirming case closed.

3.The shipping time for returning orders varies according to your area and shipping method you’ve chosen. In most cases it will take 7-40 days for you to return an order. Once we received your returned order, we will refund your money in 24 hours to your Paypal account. Or send a new order for you in 72 hours.

4.please allow up to 2 billing cycles for refund to be credited to your Paypal account.

5.Buyer has the right of knowing the detailed progress of case, and asks for further appeal when unsatisfied.

 

Return& Refund Request Rejected; Waiting for Order Receipt

 

What does it mean?

The return &refund request has been denied (rejected) by customer service.

 

What can I do under this status?

1.Cancel the case

2.Modify return& refund request

3.Froze the order

 

What more should I know about this order status?

1.In most cases, if the buyer has provided with enough evidence, the return &refund request will easily get approved.

2.Within 24 hours after buyer submit request, the seller should tell buyer if it has been approved or not, along with the reasons.

3The buyer could modify the return& refund request and resorts to further negotiation with seller.

4.If the buyer cancels the case, order status will be changed to “Shipped” again.

5.If the buyer refuses to negotiate further, the order will be frozen and awaits Paypal’s intervention.

 

Buyer Modified Request

 

What does it mean?

The buyer has modified the return& refund request.

 

What should I know about this status?

Once the request was modified, it will be sent to customer service again and be examined.

Customer service will inform buyer of result with 24 hours.

 

Case Cancelled by Buyer; Waiting for Receipt

 

What does it mean?

The buyer has cancelled the return &refund request, order awaits receipt confirmation.

 

What can I do under this status?

Confirm receipt of the order

 

What should I know about this status?

1.After request submitted, buyer can choose to cancel the request in My Home – My Orders List.

2.If the buyer cancels the request, order status will be changed to “Shipped” again. The dispute period isn’t included in receipt confirmation time.

 

Frozen Order

 

What does it mean?

Buyer refused further negotiation and froze order.

 

What should I do under this status?

Frozen order can not be edited by neither buyer nor seller. Please wait patiently for Paypal’s advice.

You can check the progress in My Order or ask for customer service’s help.

 

Mediator Remarks

 

What does this status mean?

Paypal has given its dispute handling advice.

 

What more should I know about this order status?

Generally, after Paypal has given its advice, seller will refund money to buyer’s account within 24 hours (please allow up to 2 billing cycles for it to be credited to your Paypal account).

 

Buyer Confirmed Case Closed

 

What does this order status mean?

Buyer confirmed the dispute has been solved.

 

What more should I know?

1.Once the return &refund request was approved, order will enter a 7-60 days long “case closed confirmation time”. During that period, buyer can confirm that the problem has been solved and case closed. Or submit request again for unsatisfying result. If the buyer didn’t confirm case closed or submit new request within the 60 days, system will automatically confirm case closed.

2.Once refund is credited to buyer’s Paypal account, the order will be completed.

 

 

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