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1.         How do I pay for an order?

To pay for your order on DD4, follow the steps below:

A)   Select the order and click the "Pay Now" button
B)   Choose your preferred payment method on the checkout page 

DD4 supports Visa, MasterCard, JCB, Western Union, and wire transfer via banks. To learn more about payment methods on DD4, please refer to DD4 Payment Options.

2.         How does DD4 protect my payments?

For Buyers,
Pay securely with your credit card without exposing your details.

For Suppliers
We verify the credit card details for every transaction. You will only be asked to ship the order after we confirm payment is received. 

3.         How do I track my order?

After the supplier ships your order, a tracking number will appear. You can track your order on shipping company's website with the tracking number provided. 

Note: It may take 48 to 72 hours for the tracking information to be updated by the shipping company and sometimes tracking numbers may change. If after 3 days you cannot get the tracking information of your order, please contact your supplier for more information.

4.         How do I make a refund request?
While most issues can be handled successfully through basic open dialogue with the supplier, after all both parties greatly benefit from a favorable business relationship. Sometimes certain situations must be escalated into more formal requests.

By opening a dispute, buyers are officially stating they are dissatisfied with some aspects of their orders and want the supplier to take immediate action to remedy the situation.

An Open Dispute is made if:
Goods are not received (confirming date varies by choosing different courier services) after supplier has confirmed order has shipped
Goods are not received in satisfactory condition
By filling out the form provided in this process, buyers can explain the issue with the order and request an exchange, a partial refund, or in rare cases a full refund.

How do I Open a Dispute
You can open a dispute from the 6th days after the seller ships out your products up to the day the order is completed.

How Open Dispute Process Works
After submitting the Open Dispute form, the supplier has 15 days to respond and try to reach an agreement with the buyer. If no agreement is reached within the 15-day time period, the dispute automatically be escalated, which will be reviewed and mediated by the DD4 Dispute Team. (Note: All Open Dispute information will be recorded and saved by the DD4 Dispute Team in case the dispute is escalated.)

If the buyer don’t hear back from the supplier or feels negotiations are not moving forward, he or she does not have to wait until the 15-day dispute period ends. The buyer may escalate the dispute 3 days or more into the Open Dispute process.

How to modify the dispute
After you opened a dispute, you can modify your dispute request and try to make an agreement with supplier during the dispute time.

Keep in Contact With Supplier
It is strongly urged that the buyer do his or her best to discuss issues with supplier and negotiate a reasonable solution as the purchase is with the supplier directly and not DD4. It is also recommended that buyers actively keep in communication with the supplier during the Open Dispute process. All relevant dispute information input in the open dispute form should be shared with supplier via email leaving messages on Transaction Details or Trade Manager as well. This could help expedite the process.

How do I request complaint from DD4.com
In the unfortunate event that buyer and supplier can’t reach an agreement during the 15-day Open Dispute time period, the buyer may escalate the dispute. Both "Contact Supplier"and "Open Dispute" are steps taken by the buyer to talk and negotiate with the supplier. The last step in the process, however, escalates the matter to DD4.

By filing a claim, the buyer basically states he or she us unable to reach a fair, reasonable agreement with the supplier and requests DD4 to step in to handle the matter. Reasons to escalate the dispute may vary, but include supplier not responding to buyer requests or refusing to partially refund buyer for an order sent in unsatisfactory condition.

5.         Why did my payment fail?
If your payment for an order has failed, please check it is not due to the following situations:
Card security code failed
Please note that an incorrect card security code could cause payment failure. Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.

Insufficient fund
If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit.
Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.

Exceed limit
Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.

The 3-D security code failed
Please make sure that:
1. Your credit card should be authorized by your credit card issuer to make an online payment by activating 3-D Security Code.
2. Your credit card has activated 3-D security code. If you have not activated 3-D Security Code, please contact your card issuer with this issue.
The 3-D Security Code for Visa is called Verified by Visa (VBV) and for Master Card is called MasterCard Secure Code.

Verification failed
If your order has been closed for security reason, your payment will not be deducted by DD4. However, some banks would hold this payment in this situation. Usually the bank will reserve the payment for up to 7 business days before releasing back to the card holder. If you have any concern about your payment, please be advised to check with your credit card company for details.

In the future, to avoid order cancellation, please follow the below steps to submit a claim:
1. Login Transactions and locate the order that has been closed for security reason
2. Click "View Details" and click "Want to Claim"
3. Submit the below necessary documents and it will be followed up by our Order Verification Team accordingly:
•A copy of your personal ID or passport if you used a personal credit card for the transaction; a copy of your business registration if you used a company credit card
•A copy of both sides of the credit card use
•A copy of the bank statement for the credit card used
In order to keep your credit card information confidential, you can cover some of your credit card numbers. However, please keep the last four numbers and your name clear enough.

Once your credit card information is verified, you can replace your order.
Under very specific condition, if the payment has been deducted, the refund will be made to your original account within 7-10 business days.

Notice: We totally understand your hesitation to provide the required information out of privacy concern. However, with the user significant growth, we will have to take stringent measures to protect the authenticity and safety of our services. These security measures sometimes check some good users. Please do not take it personally.

As the network model, we are unable to communicate with each of our customers face to face. As a result, it is needed that our customers provide the necessary information online, so to proceed this verification.

We believe that you can understand that this check is to ensure that our website is a safe trading market place both for you and your business partners. Rest assured that this security check is strictly confidential, thus your information has not been seen and will not be seen by any third party. However, if you still have any concern, you can hide some information such as the middle digits of your card number.

6.         When will I receive my refund?
The refund caused by order cancellation, refund agreement or Mediation will be process instantly from DD4 account. However, it may take 7-10 business days for it to display on your credit card statement.

Refunds are issued based on the payment method used at the time of purchase. Please refer to the below table for the detailed refund time:

Late Refund
If you haven't received a credit for your return yet, here's what to do:
• Credit Card Refund and Debit Card: Contact the credit card company. It may take some time before the refund is posted to your account.
• Bank Account Refund: Contact your bank. There may be some processing time before the refund is posted to your account.

7.         I can't track my order using the tracking number provided. What can I do?
If you can't track your order using the tracking number provided:
1. Please contact the supplier to confirm whether they have provided you with the correct tracking number. Please also check if they have changed the shipping information.
 
2. Please contact the shipping company to confirm if the order was dispatched. Sometimes shipping companies take 1-2 days to update new delivery information on their website.

8.         How do I check the order status?
To check your order status, you can follow the below instructions:
1. Sign in your account and go to My Order;
2. Check your order status.

 
9.     How are shipping costs calculated?
Shipping costs are calculated based on shipping method (air, sea or land) and product weight / volume. Different shipping companies have different rates, so it's best to check and compare which is most affordable and economical. For more details on how shipping costs are calculated, please contact the supplier directly.

10.     Can I see product prices in my local currency?
Please be advised that all product prices on DD4 are all shown in US dollars currently.

11.     Sometimes there is no response after I clicked a button. Why? 
You might be using an internet browser that is not compatible with our website. Please try again using Internet Explorer or Firefox. If you are accessing DD4 using Internet Explorer or Firefox, try deleting the cookies in your internet browser.


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