Some items in the package are missing!😭

* * Missing the AI number of the product * *

(i.e. the product number, which can be checked in the package details).

* * Clear group photo of received goods * *

(Please place all the goods you received together and take a group photo for us).

Example image:

* * Complete photos of the outer packaging of the package * *

(including all six sides of the outer packaging, with a focus on whether there are any signs of damage or secondary packaging).

Example image:

* * Waybill photo * *

(must clearly display the package's logistics tracking number, recipient information, and logistics label).

Example image:

❗❗ Warm Reminder ❗❗:

>Please make sure to keep the original packaging and waybill to avoid discarding them, so as not to affect subsequent investigations.

>If the package is collected by someone else, please also confirm whether the outer packaging is intact at the time of collection.

The pictures you provide will help us quickly grasp the situation of the package at the time of delivery, so as to provide targeted solutions for you. We understand that this may require additional time, but your cooperation can greatly improve processing efficiency. Thank you for your support

Warehouse verification stage:

-We will contact the warehouse staff to retrieve the packaging monitoring video and confirm if there are any missing or incorrect shipments. Normally, packages are intact when they leave the warehouse. After receiving a response from the warehouse staff, we will provide you with feedback as soon as possible and provide a video of the package packaging. You can also check and verify it at that time

Logistics investigation stage:

-If it is confirmed that the package was intact when it was released from the warehouse, then the loss of the goods may have occurred during transportation.

-We need your assistance in contacting the local post office to issue an official proof of lost goods (the proof document should indicate the package's logistics tracking number, missing product name, and quantity) and provide it to us.

-We will submit the proof to the logistics provider for verification and apply for investigation, which will be decided and led by the logistics provider. The investigation may take a long time (usually several weeks to several months), and the results will be confirmed by the logistics provider and corresponding handling plans will be formulated.

* *The reality of ’broken chain' in cross-border logistics* *

-After your package is shipped from our warehouse, it will go through three independent stages: * * us → international logistics provider → destination country post office * *.

-As an overseas platform, we do not have a direct contact channel with your local post office (limited by language, time difference, and postal transportation policies of various countries), and even logistics providers need to provide official credentials to request the post office to cooperate with the investigation. Otherwise, the logistics provider's actions will be directly rejected by your country's post office. This is very unfavorable for solving the problem

* * Proof is the only 'investigation key'* *

-The loss certificate issued by the post office is equivalent to an officially recognized "problem statement".

❗Without it❗:

-Logistics providers are unable to initiate a formal investigation with the post office

-The post office may refuse verification on the grounds of 'no records'

-The compensation process will be completely stalled

* *Why can't we do it for you? * *

-Just as you cannot apply for package inspection from domestic logistics providers in China on our behalf, cross-border logistics has strict division of responsibilities. Based on past customer support experience, in order to protect the personal information security of recipients, post offices are more willing to communicate with the recipients themselves.