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How to report Return/Exchange claim
Return/Exchange : Available within 7 days after you have received items
1. Defected/Shortage/Wrong item (Cancel/Refund)Please go to MyQoo10 > Shopping list > Cancel/Refund and click the cart number and Apply Return or Exchanged under Apply & Remark.
Return process : Whether customer already returned item back to seller or not and Select the reason for return and submitted. Step 1. Enter information : customer already returned item back to seller or not. Step 2. Check Refund Amount : check refund amount and Submit for Return Step 3. Returned Completed
Exchanged : Select the reason for exchange and provide required information submitted. Step 1. Enter information : select the reason for exchanged. Step 2. Exchange Completed
2. Inquiry to Qoo10 customer center directly"Item Return/Exchange is allowed within 7 days after you have received items "
Shortage/Wrong item Customer need to provide us the picture of received items and parcel package.Defected item Customer need to provide us the picture of defected items and parcel package.(electronic item need to provide Short video showing the item is defects.)Exchanged Size Customer needs to provide us the picture of wrong size items by showing the measurements include size information from item page.Please take the measurement with a tape measure and also include the photo of the parcel package to check your case with the seller and in order for us to liaise strongly regarding the wrong size issue.
How to return item(s) by Qxpress RPC
What is QXpress RPC?
Qxpress RPC Service means “Return Pickup by Qxpress” (Return Pickup Center).
If Qoo10 seller has already applied “Qxpress RPC service” on seller side,then customers can return the item by Qxpress conveniently.
Return : Available within 7 days from the item delivered date (item received date).
1. Submit "Return Request" on My Qoo10 pageStep 1 ~ Step 4. Please go to MyQoo10 > Shopping list > Cancel/Refund and click the cart number and Apply Return under Apply & Remark.
Step 5. Please select the suitable return reason.
Step 6. Attach related photo of the item (Defective / Shortage / Wrong / Damaged, etc).
Step 7. Select [No] for the question (Haven't returned the item to the seller)
Step 8 & Step 9. Please check your pickup address and click on [Continue] button.
Step 10. Click on [Submit for Return] button to complete the "Return Request".
2. Print "Return Label" on My Qoo10 page (After the seller approves your return request)Step 1. After submitting "Return Request by QXpress RPC", please go to My Qoo10 page >> click on [Returning].
Step 2. Click on [Print Return Label] and then print & attach Qxpress Return Label to the return item securely.
Once the item is returned to the seller, then the seller will make a refund for your order.
* Please pack the item as "Original Condition" with enough bubble wrap or paper and attach QXpress Return Label securely.
And hand it over to Qxpress driver for a return delivery. If there is no Return Label attached to the parcel, Qxpress cannot deliver the return item to the seller.
1) Paypal Express checkout
PayPal credits the refund according to how the original payment was made. If you used a credit card, PayPal credits your credit card. If you used a funding source other than a credit card, your PayPal balance will receive the credit. Please note, refunds to credit cards can take up to 30 days to appear on your statement.
2) Credit Card
If you made an order and paid by credit card(Visa/Master), the credit card transaction will be automatically cancelled. However, period for refund may differ depending on the billing cycle of your credit card company.
Many credit card companies have in their terms that they have the right to take few weeks to credit your account with a refunded amount.
Even if your credit card company already charged you the fund, you don't have to worry about the refund. Your credit card company deducts it from next card billing amount.
(Or if you have an online account for that credit card, you might see the refunded amount already but it may still be being processed.)
※ Important: For paypal and credit card, if the refund has been delayed after 60days of making a payment, you should get the refund to your Qaccount.
If you made an order and paid by PayLah, your money will be refunded into Paylah mobile wallet.
Please note, refund will take immediately in to Paylah mobile wallet once order has been cancelled.
any other failed transaction by PayLah will automatically refund into PayLah mobile wallet.
※ Important: if Un-placed order via Paylah case or any others failed transaction will be refund automatically in 1 hour to Paylah account.
4) QAccount (Cash Balance)
Whether you have used the Qoo10-Protected Cash Transfer, Real time Cash transfer via I-banking (e-Nets) or QAccount as transaction method, your money will be refunded into cash balance of QAccount.
Once the money is refunded to your QAccount, you can do shopping with your balance in Qaccount for the next purchase.If you want to withdraw the fund in Qaccount, go to My Qoo10 > Qaccount > Withdrawal to transfer the balance from Q·account into your personal bank account. ( it may take 2~3 working days)
In order for you to check your cancelled order, sign in Qoo10 first with your Qoo10 ID(or email) and password.
Then click the "my Qoo10" button(on the right top of the page), "shopping list" button and cancel/refund tab.
If you choose the "cancel/refund" status", you can check recently cancelled orders.
If you could not find cancelled order, please try to check whether date range has been correctly set.
The buyer can cancel the order on the buyer’s side before the seller sends out the item
which means that the shipping status is payment pending or on request.
Please kindly go to Qoo10 ①Click on My Qoo10 ②Click shopping List > Cancel/Refund ③Click on Apply for Cancel/Refund④Choose the cart number you want to cancel by checking the small box besides the cart number. ⑤Click the Cancel under Remark.
⑥Select the reason for the cancellation, Click to continue.
⑦Checking refund details and submit the complete the cancel.