Unexpected order cancellations or missing shipments can be frustrating. This guide details LoongBuy's official policies and provides steps to efficiently resolve these issues and secure a refund or replacement.
Understanding LoongBuy's Order Protection Policy
LoongBuy's buyer protection covers you when a seller cancels your order without your consent or fails to ship the purchased item(s). The platform's policy is designed to ensure you either receive your product or get your money back promptly.
Key Policy Points:
- Automatic Refund for Cancellations:automatically. Processing times vary by payment provider.
- Seller Non-Shipment Protection:maximum handling time
- Item Not Received (INR) Protection:
- Replacement as an Option:
- Item Not Received (INR) Protection:
Step-by-Step Guide to Resolve Issues
Step 1: Check Order Status & Timeline
Go to "My Orders"
Step 2: Contact the Seller First
Use the "Contact Seller"
Step 3: Open an Official Dispute with LoongBuy Support
If the seller is unresponsive or uncooperative, escalate the issue:
- Navigate to the problematic order.
- Click "Open Dispute""Claim a Refund".
- Select the reason: "Seller Cancelled Order""Item Not Received".
- Provide clear evidence: Screenshots of conversations, order details, or tracking information.
- Submit your request. LoongBuy support typically responds within 3-7 business days.
Effective Communication with Support
Clear communication speeds up resolution. Follow these best practices:
- Be Specific & Factual:Order ID, item name, and the precise problem (e.g., "Seller canceled order #LOONG12345 on [date] without my approval").
- Attach Evidence:
- State Your Desired Outcome:full refund, a replacement, or a partial refund
- Remain Polite & Patient:
- State Your Desired Outcome:full refund, a replacement, or a partial refund
Refund Processing Information
Once approved, refunds are processed to your original payment method. Processing times are as follows:
| Payment Method | Estimated Refund Time |
|---|---|
| Credit/Debit Card | 5-15 business days |
| LoongBuy Wallet | 1-3 business days |
| Third-Party Payment (e.g., PayPal) | 3-7 business days |