Advanced Learning
This course is to provide you with the basic guidance of your transaction behavior on Firstb2c. It aims to protect your interest and boost your business.
Hope it will be helpful to your experience on Firstb2c.
Workflow of placing an order
1. Add to Cart
2. Log in & Register
In order to buy an item, you must log in first.
- If you have already registered with us. Please log in. Enter your email address and password, click "Sign in & Check out" button.
- If you haven't registered, click "Creat my account" on your right. complete the simple application and click "Sign up & Check
out" button.
3. Fill in Shipping Address
If the billing address is not the same as shipping address, please fill in the billing address.
4. Choose Shipping Method
The shipping cost & delivery time are differences between various shipping methods. Choose the best one for you.
5. Payment and Confirmation
Complete and confirm your order information before proceeding to checkout.
6. Pay for your order
There are four available payment options on Firstb2c.
· PayPal
· Credit card
· Bank to bank wire transfers
· Western Union
7. Shipment of Item
1) After Firstb2c has confirmed the receipt of payment, the seller starts to process the items and ship out items in given processing time.
2) After the items are shipped, the seller submits the shipping tracking number, and you can track the status online.
3) If your items are too large to hold in one parcel, the seller may put them into several packages, so please take note whether
the sellers have shipped out all that you ordered.
8. Complete your order and leave Feedback
When you receive the items, please check the items as soon as possible, to make sure the quality and quantity of the items
are right, etc. If all works well, please complete order and leave feedback for your order.
Disputes
Firstb2c understands that it is definitely not a pleasant experience to have a problem with a transaction. Anyway, if it happened, Firstb2c recommends the easiest ways to resolve the problem:
-- Communication with your seller
-- Seek help from Firstb2c
If you have a dispute, follow the steps:
· Report a dispute: You are able to open a dispute on the 4th day after seller submits the tracking number for your order.
· Communicate with the seller: and try to reach an agreement with seller.
· Escalate the dispute to Firstb2c: If the dispute is not resolved, you are able to escalate the case by submitting it to Firstb2c
from 11th business day after dispute is opened. By doing so, you request Firstb2c to be an impartial judge.
The processing of the dispute
Check the simple processes from reporting a dispute to the final resolution.
Report Dispute
Most disputes on Firstb2c arise from simple misunderstandings between the buyer and the seller. Sometimes, simply more
communication between seller and buyer will clear up the misunderstanding.
At Firstb2c, there are two reasons which can be selected when you open a dispute. Choose the one that suits your case best.
Two most common types of disputes:
Items Not Received
1) When you find the tracking information still not available after the common delivery time. (If no tracking number is filled in
by the seller, the dispute link will not appear on the buyer page, and the money will be automatically returned to the buyer
2 business days after the promised shipment deadline)
2) When you have not received your goods after the promised delivery time.
Items Significantly Not as Described
If the item you received is not the one you ordered or the item is different from the item described.
Note:
· The Button "Dispute" will appear the 4th day after seller submits the tracking number for your order.
· When Firstb2c confirms the delivery of the order, a system email will be sent to you to remind you to "complete order" or
"open dispute". If you have problem with the items received, please be sure to open dispute within three days, so that you
can ensure your payment is still held by Firstb2c.
Report Dispute (continue)
· When you click the dispute button, a page introducing the dispute process and rules will pop up. Read through this
carefully if you are still not familiar with the dispute rules on Firstb2c.
· In the end of the page, there is a button "Continue to open a dispute". Please click the button to select the reason for
opening the dispute and compose your dispute details.
Communicate with the seller
Do something after opening the dispute instead of just waiting.
· A positive communication with the seller is very necessary. Most disputes on Firstb2c arise from simple misunderstandings
between the buyer and the seller. More often than not, simply more communication that is effective will clear up the
misunderstanding and win more business.
· Send message to your supplier/seller through "Continue Response".
· Seller will reply to you when see the message from you and try the best to clear the misunderstanding or problem together
with you.
Note: When the seller replies to you, Firstb2c will send a system message and inform you to check out the new information.After communication, seller may propose a dispute solution. In the case above, the seller agrees to refund the buyer 10 USD .
If the buyer agrees with the result, he (she) can click "I agree", and Firstb2c will follow the case and arrange the refund.
If you are not able to solve the problem with your seller, you can choose:
1) Continue Response with your seller or
2) Submit to Firstb2c
If you have already resolved the problem with your seller, you can choose Close Dispute.Submit to Firstb2c
In the case either you are not able to work out a solution with seller for the dispute, or you fail to contact the seller, you can choose "Submit to Firstb2c" from the 11th business day after you opened a dispute. Leave the right to Firstb2c to make a decision on the dispute case.
After you have chosen "Submit to Firstb2c", a message will be sent from Firstb2c to collect necessary evidences in favor of your complain. After receiving the evidences or detailed information on the case, the specialist for handling the dispute will follow up your case and give a justice arbitrament.
Please pay attention that the deadline of escalating a dispute to Firstb2c is the 15th business day after you opened a dispute.
Here are the brief guidelines and principles of how Firstb2c handles these escalated disputes:
Guidelines
Should you have a dispute, follow these steps:
· Firstb2c only deal with escalated dispute.
· Firstb2c is a platform and will act as an impartial judge.
· Firstb2c's decision for a case will be announced within 15 business days after a dispute has been submitted to Firstb2c.
· For every dispute submitted to Firstb2c, both buyer and seller are required to submit evidence, including tracking document, etc. If any party fails to co-operate, Firstb2c will rule in favor of the other party.
Policies
(A) If the package is not received:
1.Tracking number is invalid
· If Firstb2c (neither buyer nor seller) fails to track a package via an online tracking system provided by the carrier, the seller bears full responsibility and has to pay all related costs.
2.The package is held at the customs
· If the item is retained for reasons concerning authenticity, the seller is responsible for the refund and has to pay all the related costs.
· If the item is at customs because the buyer has not paid the related custom duties, or the buyer did not obtain the necessary import license, it is the buyer's responsibility to pay the customs duties and all related costs.
· Custom duties may incur when a seller ships several orders to a buyer in one lot. In this case, the seller bears full responsibility and pays all the related costs.
3. The package is returned
· If there is a mistake in the address provided by the buyer, the buyer is responsible for the shipping fees and related costs.
· If the seller misspelled the address, the seller is responsible for paying shipping fees and related costs.
· If the carrier fails to deliver the package, seller should contact the carrier to resolve the problem.
(B) If the received item isn't what you expected
1. If a buyer is not satisfied with the received item and likes to get full refund, he should return the item and provide us with tracking number within 5 business days after the dispute is submitted to Firstb2c. Once the seller and Firstb2c confirm the delivery of the returned item, refund will be arranged. It's buyer's responsibility to pay all the incurred shipping fees and custom duties, if any. The seller is responsible for all custom duties incurred at the seller's country.
2. Both buyer and seller are required to provide proof and copies of shipping documents within 5 business days after a dispute has been submitted. Firstb2c will make a decision within 10 business days after all the evidence is received.
Manage your order effectively
· To manage your order effectively, you need to get familiar with the order status.
· To manage your order effectively, please check "My Firstb2c" frequently.
My Coupon
How to use my coupon
When you are going to pay your order, check whether you have available coupon and check the detailed information about the coupon. If you have coupon, please choose the coupon code and select the order you want to redeem the coupon.
(*Note: Coupon usage excluding factory's orders)
Manage your coupon
Where to get help
Contact Customer Service
Address: Thome Plaza, Gudun Road, Hangzhou, China
Telephone: +86-571-88233080
Fax: +86-571-88233080
E-mail: service@firstb2c.com
Working Hours: 8:30 a.m, to 5:30 p.m.
Live Help-Special service for VIP members
If you are Silver or Gold VIP Buyers, you can get the live help service from 10:00 am to 12:00 am, and 14:00 pm to 18:30 pm (GMT +08:00) from our customer service team as a value-added care for VIP members.
Our customer service staffs provide committed and professional service for Gold and Silver Buyers. They will handle any issues you may encounter so you can enjoy safe, efficient and convenient purchasing on Firstb2c.com.
You can get help from a dedicated customer service team after you became a Gold or Silver Buyer. Our staffs will provide buyers with exclusive services such as recommending sellers and best-selling products as well as handling inquiries. They will also work directly with buyers to resolve any challenges they may face with their orders.
New messages from firstb2c
Useful tips to buyers
News about upcoming activities, events, and product updates
Policy changes and other important events
