Check whether payment is confirmed
Pending payment means the order exists but has not been paid. Payment in progress means the payment channel has not yet returned a confirmed success. Check the payment record and order messages before making another attempt.
Open the order messages as well as its status. An unpaid request, a provider confirmation in progress and a request waiting for an extra amount need different actions. Keep the payment receipt if money has already left the payment account. Resolve the pending step before submitting another identical request or assuming the purchase has started.
Follow purchasing and seller dispatch
Purchasing covers the agent’s buying stage and waiting for the seller. A shipped order indicates seller dispatch toward the warehouse, possibly for only part of an order. Stock, custom work and presales can affect the seller’s timing; it is not a promise of a fixed delivery date.
For a request with several items or variations, check each line separately. One seller dispatch does not establish that every item is on the way. Save any seller explanation about stock or a presale date, and ask what remains outstanding when only part of the request has moved forward.
Distinguish courier arrival from warehouse completion
A completed purchase order means its items have been stored, rather than delivered to your home. Domestic transit depends on the seller’s location. Check the warehouse item and its photos before moving on to an international parcel.
A courier delivery scan is earlier than the item appearing as stored. Warehouse processing follows its current intake timetable and cutoff; a late arrival may enter the next processing period. Check the stored-item status and any arrival exception rather than only the courier scan.
Check photo services and parcel preparation separately
Item add-ons depend on payment and the item being available in the warehouse. Once the item review is complete, parcel preparation has its own payment and service record. For carrier handover, scans and delivery problems after dispatch, use the international parcel tracking guide.
Complete the item review before submitting the international parcel. A purchase order can be complete while a photo request or packing instruction is still pending. Check the service record for the item you actually selected, then review the parcel record for its address, payment and any message asking you to confirm a change.
Use the records to understand a cancelled or closed order
A cancelled order was stopped while awaiting payment. A closed order has followed a refund after payment. Use the order’s payment and refund history to understand the financial result rather than the label alone.
Measure a delay from the relevant stage
The service standards distinguish ordinary purchases, priority purchases, manual requests and refunds at different stages. Beijing-time submission periods and special cases affect the target. Use the current policy and the timestamp of the relevant payment or request when asking about a delay.
Keep a short timeline: payment confirmed, seller dispatched, courier delivered, item stored, service requested and parcel paid. Use the time for the step that appears stalled. Several days since creating an unpaid order do not describe the warehouse’s processing time, and a carrier’s delivery scan does not describe the time since international parcel submission.
Ask a question that support can investigate
Keep the order or parcel reference, request time and last update together. Ask support to check the current service and compensation conditions for that stage. Exclusions and the policy’s calculation of elapsed time matter; compensation is not automatically established by an old timetable.
State the last completed step and the action you are waiting for. Include a screenshot of the status and any unanswered message, without sending your password or verification code. Ask whether the request is waiting on you, the seller, warehouse staff or the carrier. That answer determines which record to follow next.