Purchasing Agent FAQ
Ordering Process
1. How to start ordering?
- Find desired items on supported platforms (Taobao, Tmall, 1688, Weidian)
- Copy product link
- Paste into AgentsBen website’s smart search bar at the top
- Select product specifications and quantity, add to cart
- Fill in shipping address in cart and submit order
- Top up account balance and pay for order
- Wait for product procurement, quality inspection, and shipping
2. Which shopping platforms are supported?
- Taobao.com
- Tmall.com
- 1688.com
- Weidian.com
- For unsupported links, use DIY page to add items (agentsben.com/item_diy)
3. How long until I receive my order?
- Total delivery time: 6-10 working days
- Time breakdown:
- Procurement: about 3 days
- Quality inspection and packaging: 1 day
- International shipping: 5-9 working days
- Express service available through customer service (additional fee required)
- All status updates notified via email
Payment
4. How to pay for orders or shipping?
- Payment process:
- Transfer to designated receiving account
- After CS confirmation (within 12 hours), automatically credited to account balance
- Use account balance to pay for orders or shipping
- Supported payment methods:
- PayPal transfer (payment link available on checkout page)
- Revolut transfer
- Bank transfer
- Wise transfer
- Each transaction recorded with email notification
5. How to track order status?
- Login to user center’s “Orders” page
- Click product image to view order status timeline
- All updates notified via email
- After arrival at warehouse:
- Quality inspection performed
- Inspection photos uploaded to Google Drive
- Photo link sent via email
- Click link in details page to view
Refunds and After-sales
6. How to request a refund?
- While items are in warehouse:
- Can request refund within 4 days after quality inspection
- No refunds possible after 4 days
- Submit request on order page by selecting items for refund
- Refund policy:
- Shipping fees non-refundable
- Return shipping fee required
- $1 service fee per order
- $5 packaging and labor fee if repackaged
- No refunds for items shipped from warehouse
- Refund processing may take time, please be patient
7. Shipping address requirements?
- Required fields:
- Complete phone number
- Detailed shipping address
- User bears losses from delivery failure due to incomplete address
- Address can be modified anytime via edit button
- Accurate postal code recommended
Product Information
8. What if items are out of stock?
- Out-of-stock sizes and colors shown in gray, unselectable
- For paid items that become out of stock:
- Immediate refund
- Refund notification email sent
- Alternative products can be selected
9. Are there any purchase restrictions?
- All legal items complying with national laws can be purchased
- Special items need advance notice:
- Products with batteries
- Liquid items
- Other special items
10. How is product quality ensured?
- Quality inspection process:
- All items inspected upon warehouse arrival
- Inspection photos taken
- Photos shared via Google Drive
- Email notification sent
- Recommended to address quality issues during inspection stage
- International returns costly, check inspection photos promptly
Customer Support
11. How to contact customer service?
- Contact methods:
- Website “Contact Support” feature
- For customer service, please visit our Customer Service page.
- Response times:
- Top-up related issues: within 12 hours
- Other issues: prompt reply during business hours
- Recommended to contact CS through website feature first
12. What does “Shipping to Warehouse” mean?
If your order status is Shipping to Warehouse, your seller has dispatched the goods to the warehouse. This step usually takes about 3 days.
What happens next:
- Warehouse receives the goods from the seller
- Team checks quantity and visible condition
- QC photos are uploaded to Google Drive
- You receive an email update with the photo link
In this stage, you usually do not need to take action unless support requests additional details from you.