Orders that are not successfully delivered after 45 business days and no more than 60 business days for Standard shipping line and Premium shipping line, or after 60 business days and no more than 90 business days for Eco shipping line following the order's placement date.
Orders in which a Buyer files a claim in regards to product quality (defective goods, obvious differences in color/style/size) not as stated in the order confirmation. The claim is submitted within 14 calendar days after the order delivery date recorded on the tracking number.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.
Orders that are canceled upon the Buyer’s request (within 6 hours since order placement).
Orders canceled due to restricted ship-to regions. Notice was previously sent to the Seller.
Orders that are claimed due to the following reasons:
The Seller uses the product/order listing information on the advertising platforms and sales pages that are not in accordance with the PlusBase content and product listing policy, or uses outdated information after PlusBase has updated the product information, causing Buyers to misunderstand products/orders.
The Seller uses material-imitating effects that do not accurately reflect the actual material and quality of the product.
The Seller provides information that does not accurately reflect the actual order and product to the Buyer.
The Seller requests a refund for the Buyer and agrees that the order profit is deducted.
Orders that are canceled due to a high risk of fraud.
Orders that contain items violating the DMCA.
Orders with out of stock items.
Orders that cannot be processed due to an uncontrollable force or unforeseeable event, such as natural disasters, pandemics, insufficient supply chain, failure to pass customs, inability to ship by shipping units, etc.
Orders that cannot be processed due to the wrong shipping address provided by the Buyer and PlusBase cannot contact the Buyer to obtain the correct information, or at the time of contact, the Buyer refused to provide information and requested an order cancelation.
Orders that are canceled due to items on the list of PlusBase restricted products.
The customer completed the order payment on the checkout page, but the transaction failed.
When a chargeback request is submitted on the payment gateway attributed to the fault of the Seller, the Seller will be temporarily charged a certain amount. The charged amount includes the chargeback fee required by the payment gateway, and order-related costs (depending on the order status). If the chargeback is won by PlusBase, the whole charged amount is refunded to the Seller.
The Seller incorrectly edited the product variant information (including but not limited to colors, quantity, sizes, volume, and weight) compared to the actual product variant information provided to the Seller by PlusBase, resulting in the Buyer purchasing the incorrect product. In this case, the Seller's order profit will be deducted, and the Seller will be held responsible for refunding the full order value to the Buyer.
For AliExpress products, prior to receiving any updates from PlusBase regarding the product quotation, the Seller must ensure that the content of the product listed for sale on his PlusBase store fully matches the product content in the original AliExpress link.
Orders containing AliExpress products placed prior to receiving any product quotation updates from PlusBase, but which cannot be processed by PlusBase using the Seller's chosen AliExpress link (due to an increase in price, out-of-stock items, the supplier is unable to process the order, or the actual product provided by the AliExpress supplier does not match the Seller's product description on product listing pages). In this case, PlusBase will notify the Seller so that he can actively replace the AliExpress link with an alternative one, or choose to process the order using one of PlusBase’s suggested suppliers. Within 24 hours of receiving PlusBase’s notification, if the Seller does not respond, or an alternative link cannot be provided, or the product in the alternative link remains out of stock, PlusBase will choose the most effective solution to process the order (including replacing the order supplier with PlusBase's suggested supplier and collecting any arising costs from the Seller, or canceling the order and refunding the Buyer while deducting the Seller's order profit, etc.).
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