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Why the order status is Payment Processing?
When order shows Payment Processing, we have reserved the item(s) you ordered and no changes on the original purchase price of the item(s). You might experience a delay of up to 3 hours in processing your payment due to unusual high traffic levels. Just a kind reminder, you don’t need to make payment again when the order is in Payment Processing.
Why does it show that a refund is being processed after order cancellation?
You are supposed to get a refund for this order and swift2buy is processing the refund. After successfully processed, the refund will be received in 3-20 business.
Note: refund progress might not be shown immediately. You may check it again 3 days later.
Only when the payment was made by Western Union, Bank Transfer/Wire Transer/TT, or Boleto/ TEF will the refund be processed to swift2buy account.
You will need to provide a bank account to withdraw the funds on swift2buy account.
When can I open dispute?
Generally the option to open a dispute will become available on the 11th day after seller has sent out the goods, until to the 15th day after delivery time is over or you confirmed the receipt.
Please notice that, if the package is in transit with normal logistics update, and still in delivery time of the order, you can open dispute only after delivery time is over (there is 15 days protection time for you to open dispute after delivery time is out). If you open dispute during this term, there will be a reminder
Note:
To know more about method of opening dispute, please refer to ‘How do I open dispute?‘
If you cannot open dispute, please refer to ‘Why can’t I open dispute?‘
How can I add evidence or update my dispute?
You can go to Account-Order-Order Detail to add evidence or update your dispute by clicking ‘Dispute in Progress’.
n this article, you will find: When can you add evidence or update your dispute? How to add evidence or update your dispute?
When can you add evidence or update your dispute?
Seller is supposed to respond your request within 5 days after you open dispute. He/she may reject your request and put forward new proposal for you. You may respond seller’s proposal with new evidence/comments.
If you and seller cannot reach an agreement within 5 days, swift2buy will step in and offer a solution based on the evidence and description you’ve provided. You may respond swift2buy’s proposal accordingly.
Order processing time may be delayed about 5 days during International Workers’ Day
To celebrate International Workers’ Day, many of our sellers will be on holiday.
During that time, order processing and shipping time may be delayed. The seller response time for disputes created will be extended from 5 to 10 days.
If you have any questions or concerns, please contact our customer service team
Why my dispute can not be refund right now?
Currently the logistics is in normal transportation. If the logistics has not arrived till OTD（On-time-delivery）, the dispute will be closed and refund to you.
What should I do if the dispute processing time is too long and I don’t want to wait?
We are sorry that we are verifying the information with the logistics company, please wait for the checking, and don’t worry about your package and the money loss. If the logistics has not arrived till on-time-delivery, the dispute will be closed and refund to you.
When can disputes be opened?
Disputes can be opened after ETA (Estimated delivery date) time.
Why has the estimated delivery time changed and when will I receive the goods?
Estimated delivery time will be changed according to the actual logistics and transportation situation. Usually you will receive the package within estimated delivery time.
