Orders

Every order for a product you mapped to NinjaBuy goes through the same six steps. You don't press anything: each step starts when the one before it ends, and you can follow all of them from your NinjaBuy account.

Order #1012from your store

Quilted chain tote · Black

Ships to Austin, TX

1. ✓
   Received from your store

   Shopify sent the order for a mapped product
2. ✓
   Paid from your balance

   Goods, intake fee and tax
3. ✓
   Bought from the seller

   On its way to our warehouse
4. ✓
   Checked with QC photos

   Weighed, compared with the order, photographed

   
5. Shipped in your box

   Shipping and handling paid from your balance
6. Tracking back on your store

   Your store emails your customer

1. 1
   Received from your store

   Your store sends the order the moment it is paid. From Shopify, that is a fulfillment request for the items assigned to the NinjaBuy location; the rest of the order stays with you.

2. 2
   Paid from your balance

   We check the source's price and stock, then take the goods at the seller's price, the CN¥12.00 intake fee for each item group and the flat tax from your balance. If the balance can't cover it, the order is held.

3. 3
   Bought from the seller

   Our buyers place the order on Taobao, Weidian or 1688 and follow it until the seller ships it to our warehouse in China. Two different products are two purchases, each followed on its own.

4. 4
   Checked with QC photos

   We weigh the item, check it against the order and photograph it. The photos usually appear within one to two business days of arrival. What we check: QC.

5. 5
   Shipped in your box

   We pack it in your packaging and ship it to your customer's address on the line you chose. Shipping, the handling fee and the flat tax on them are paid from your balance. See Fees.

6. 6
   Tracking back on your store

   When the parcel leaves our warehouse, its tracking number goes back to the order on your store. On Shopify we create the fulfillment with the number and its link, and Shopify sends your customer its usual shipping email.

Each order in your NinjaBuy account shows one of these. An order with several items can show a different step per item.

A held order is one we have not bought, so nothing has been spent on it. We email you with the reason, and the order page says what would let it go ahead.

Order #1012Held

Quilted chain tote · Black

Ships to Austin, TX

Your balance is short for this order. Top up and it goes ahead by itself.

1. Received from your store

   Shopify sent the order for a mapped product
2. Paid from your balance

   Goods, intake fee and tax
3. Bought from the seller

   On its way to our warehouse
4. Checked with QC photos

   Weighed, compared with the order, photographed
5. Shipped in your box

   Shipping and handling paid from your balance
6. Tracking back on your store

   Your store emails your customer

The QC photos are the last look before the item leaves China, and the only point where sending it back to the seller is practical. Wrong colour, wrong size, a missing part or visible damage: act before the parcel ships.

1. 1
   Open the item and choose Request return

   Pick the quantity and a reason, and add a note for our team.

2. 2
   The units come off the shelf you can ship from

   While the request is open those units can't go into a parcel. You can withdraw it until our team starts on it.

3. 3
   We ask the seller

   If a return costs something, such as shipping back to the seller inside China, you see the amount and confirm or cancel before we go ahead.

4. 4
   The refund goes to your balance

   Once the seller confirms the return and refunds the item.

How far an order has gone decides what a cancellation can do. The earlier, the more of the money comes back.

Cancelling on your store

When you cancel a Shopify order, Shopify asks us to cancel its fulfillment. We accept while no parcel has been linked to it and refuse once one has, because by then the goods are packed for your customer. Accepting the request stops the shipping; what happens to goods already bought follows the table above.

Every refund lands in your NinjaBuy balance first, where the next order can use it straight away. Each one shows in your balance history with its order.

• An item is unavailable: the seller couldn't supply it. The item, its intake fee if the whole group goes, and the tax on them come back.
• The price went down when we bought it: the difference comes back.
• The price went up, or a packed parcel weighs more than its estimate: the order shows the new amount and our reason. Pay the difference from your balance, or cancel that item.
• A parcel weighs less than its estimate once packed: the difference comes back.
• A completed return or a cancelled parcel: the amount comes back.

Your customer's refund is yours to make, on your store. A refund to your balance from us does not refund your customer, and a refund you give your customer does not cancel anything with us.

You are the seller, so your store's returns policy is your promise. Write it for goods that come from China, because what we can do depends on where the item is.

Some items can't go back to a seller at all: final sale, used or altered items, custom work, and items without their tags or packaging. Removing tags as a packing add-on can make an item impossible to return. The full list and the usual timings are in Returns and Refunds.