Aftersales
The product itself has problems that prevent normal use. (For example, if a customer buys a phone but finds that the system is lagging or cannot be turned on after receiving it.)
What is "Product Quality Problem"?
The tracking status shows that the package has been delivered, but the customer has contacted us to report that they have not received the package.
What is "Delivered but not received"?
The customer reports an inability to pay.
What is "Payment Failure"?
This is recommended when the order placed by the customer is not associated with the customer's account.
What is "Switch account?"
If the customer indicates that they cannot find a specific order and cannot locate their account.
What is "Cannot find order"?
Refers to a credit card payment that is refused by the cardholder (through the issuing bank).
What is "Chargeback"?
The carrier charges additional fees at delivery time, such as customs duties, but not including taxes, international transaction fees, return shipping fees, etc.
What is "Extra charge by the carrier"?
The customer has reported that their bank card was charged without reason and there was no corresponding order information in their account. As a result, they suspect that their bank card has been stolen and linked to someone else's account for unauthorized transactions.
What is "Bank card theft"?
The customer has reported encountering account security issues such as their phone number or email being registered by someone else, their password being changed, non-account owner binding information (such as phone number, email, and third-party accounts), unauthorized orders, account theft, or loss of a device.
What is "Unauthorized orders/account logged in by someone else"?
After placing an order, customers can click this button on the order list or order details page to make the same purchase again.
What is "Buy this again"?
After receiving the items, the user reports that there are objects (such as insects/blades/needles, etc.) in the package/item.
What is "Foreign objects in the package"?
After the logistics history stating "Package arrived at airport in your country", there have been no further updates for over four days.
What is "Customs Clearance Failure"?
The customer complained that their order was repeatedly charged, and requested a refund for the excess charges.
What is "Duplicate / Pending charge"?
The customer received marketing messages but didn't find the advertised discount or item upon clicking.
What is "Customer complaints regarding marketing message"?
Customers who have placed orders may be allowed to change the SKU (such as color, size, or dimension) if certain conditions are met.
What is "Modify item information"?
Customers report that the received quantity does not match the quantity described on the item details page. After verifying through the "Product Snapshot", an error was found on the item details page, causing customers to misunderstand the quantity.
What is "Missing Parts"?
Where do your items ship from? / Where is your shipping warehouse located? / What is the country of origin for your items?
What is "Shipping Origin"?
The user contacted us to inquire about a refund, stating that they have paid and the bill shows the amount has been deducted, but their TEMU order was cancelled.
What is "Payment confirmed but order canceled or invalid payment"?
Customers with this label are intercepted for transactions because they are evaluated for high risk by risk control. For these customers, even if they change the payment method/retry/contact the bank, they won't be able to place an order/add to the whitelist.
What is "Hard payment interception by risk control"?
Customers have the option to add more items to their paid order without incurring any additional shipping fees before the order enters the status "Preparing to ship". The taxes for the additional items will be calculated automatically.
What is "Add more items to order with one-click pay"?
The customer has reported that the bank card they used for payment has been canceled or frozen, and therefore cannot receive a refund for the order.
What is "Abnormal original payment card"?
This can be determined through workbench tags: "After shipping, some items were sent back to the warehouse - To be reshipped" and "After shipping, some items were sent back to the warehouse. - Already reshipped"
What is "Package returned to warehouse post-shipping"?
In some sites, users will undergo an auth verification when binding a bank card, and the corresponding auth amount will be displayed on the bill. The auth amount varies, and users may mistakenly believe that it is an additional charge. However, this amount is pending and will disappear later, and no actual charge will be made.
What is "Temporary Auth Charge while Binding a Card"?
Customers with this label cannot be supported to initiate after-sales service of refund only/refund with Exceptional Compensation
What is "Abnormal order users"?
The customer feedback shows Temu App won't open, keeps crashing, or has a weak network connection.
What is "Suspected bug issues"?