Customer Service

Top Questions

FAQs about Open a Dispute

How should I cancel the order after making payment?

You should first find the order you want to cancel in your account and click “Leave Message” to communicate with the seller. If he agrees  to return the money to you and clicks the button “I agree” in his account when you request refund, the system will automatically release the refund to you. 
 

How do I open a dispute if I haven’t received my order after a long time or the item I received is quite different from its description?

First, sign into your silver express account and find the related order, then click “Leave Message” to communicate with the seller. If you reach an agreement with the seller including “Return”, “Refund” or “Item Replacement”, please follow the conditions that you’ve both agreed to. If not, you can apply for Open a Dispute within the timeframe based on your shipping methods below (This period begins the days the seller provided the order tracking number).

If supplier sent the products by DHL/UPS/TNT/FedEx, you can submit an "Open a Dispute" from the 5th day to 90th day after seller sent the goods out.

If supplier sent the products by EMS/SF, you can submit an "Open a Dispute" from the 7th day to 90th day after seller sent the goods out.
If supplier sent the products by China Post/HK Post, you can submit an "Open a Dispute" from the 10th day to 90th day after seller sent the goods out.


Please note that after 90 days, you will be unable to open a dispute.

What should I do if the seller refuses or doesn’t reply to my proposal?

You can continue communicating with the seller and put forth a new proposal. If you still can’t reach an agreement after 5 days you have opened the dispute, you can request silver express mediation for a solution.
 

What should I do if the seller has put forward a new proposal?

If the seller makes a new proposal, sign into your account and click “I agree” or “I don’t agree”. If you do not agree to the seller’s proposal, you can make another proposal to negotiate with the seller. If you can’t reach an agreement 5  days after you opened the dispute, we suggest you request silver express mediation for a solution. 
 

What do I need to do after i reach an agreement with the seller?

Once you and the seller have reached an agreement , you will both need to carry out the agreement strictly. If you need to return the item(s), you should provide the tracking number by clicking “Submit Tracking Number” in your account within 7 days
 

If the seller has provided the tracking number for replacement item(s), you can sign into your silver express account and track the delivery. 
 

What can I do if I am still unsatisfied with the replacement item(s)?

If the replacement item(s) you’ve received are still not up to par to the seller’s items described, or you do not receive the new items in the time agreed, please do not click “Replacement Item(s) Received”. In this situation, please Message silver express(choose "About Disputes in silver express & Credit Card institute "). We’ll try to help you resolve the issue.
 

If the seller should pay the shipping cost for the returned item(s), how do I receive payment from the seller?

We suggest you pay for the shipping cost first, and Message silver express(choose "About Disputes in silver express & Credit Card institute ") to send the photos of the package tracking number, shipping label with the shipping cost. When your dispute has been resolved, we will release the money to you from the seller’s account.
 

If I agree to pay for the shipping cost for replacement item(s), how do I give the money to the seller?

If you agree to pay for the shipping cost of replacement item(s), you should contact the seller to confirm the shipping cost after you have returned the item(s). Place a new order and ask the seller to change the price to the same amount as the shipping cost you had paid for the replacement item(s).
 

How do I submit evidence for my dispute after I have requested silver express mediation?

After you have requested silver express mediation, please submit your evidence through your account within 5 days. Please click here to find out more about submitting evidence. Currently, silver express only accepts the evidence provided online.

What should I do if i am not satisfied with the outcome of the dispute?

Within 10 days after the dispute deciding, you can contact the online customer service to submit valid evidence to appeal the case.

 

How soon will I receive my items after my order placed?

There are two key factors that will decide when you will receive your items.


1. Item Processing Time: The processing time is the time it takes for the seller to prepare the item(s) for shipment. There are different processing times for different items depending on product category and volume. Usually it is around 3 to 15 working days---specified by seller according to the item's stock status.

2. Shipping Method: Delivery time varies with shipping method. Time in transit varies depending on where you're located and where your package is coming from. You can click here for more detail about the delivery time.

Also, delivery may be delayed for holidays or natural accidents. If you want to communicate with the seller about shipping and service details, you can contact seller by clicking "Online Chat" or "Message Seller" in the Seller Information area.