This article is also available in:
For PlusBase, Sellers do not have to contact Buyers directly. After the Sellers receive orders, PlusBase’s operation team will fulfill orders and support Buyers directly for all inquiries related to their orders.
Buyers can make changes to their orders (e.g.: color, size) or cancel orders within 6 hours from the time an order was created.
If a Buyer files a claim for an order, Sellers or PlusBase shall be held responsible. Order profit will or will not be deducted/withdrawn from Seller’s Balance on a case-by-case basis.
A. Qualifying cases in which a Seller’s order profit is not deducted and PlusBase assumes responsibility

Once an order has been fulfilled, PlusBase will directly contact the Buyer and partially or fully refund the Buyer without deducting the Seller’s order profit in the following cases:

Orders that are not successfully delivered after 45 business days since order placement due to the following reasons:

Tracking number does not work.
Tracking number is not updated.
Tracking number shows that the order is not delivered.

Orders in which a Buyer files a claim in regards to product quality: broken product, damaged product; wrong color & sizes, etc., compared to order confirmation.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.

Cases in which PlusBase assumes responsibility to the Buyer will be further detailed in Policy for PlusBase’s Buyer.
B. Cases in which order profit is deducted

Order profit and payment fee (if any) will be deducted when PlusBase refunds the Buyer in the following cases (The deducted amount will be charged directly to the PlusBase Balance. If the Balance is negative, the amount will be directly charged to the credit card linked to the PlusBase Balance):

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 does not use PlusBase’s available product description but creates their own description for advertisements and product pages that do not accurately reflect the actual quality or nature of the product.
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, etc.
Orders that are cancelled due to items on the list of PlusBase restricted products.
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 in particular, prior to receiving any updates from PlusBase regarding the product information, 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.

If the Seller needs to provide evidence for these cases, they can contact PlusBase via LiveChat, or email.
Was this article helpful?
Cancel
Thank you!