ACCOUNT SAFETY

1. FAQs Related To Enhanced Quarantine Measures For Buyers

AREexpress is committed to the safety and well-being of our Buyers, Sellers & Partners and will support the government’s enhanced quarantine measures. As we clarify the directive with relevant authorities, we would like to provide frequently asked questions for our users to adjust during this period:

 

Return & Refunds Related

 

1. Where can I ship items for Return & Refund?

The return address depends on the seller type (local, overseas, mall). More information will be provided via our App or email to assist in the return process. Please follow the instructions accordingly. The Return timelines will also be extended due to the lockdown. 

 

2. Is the time given to the seller to respond to the buyer’s return request extended?

All return activities are paused and will resume once the enhanced community quarantine is lifted.

 

Shipping & Delivery Related

 

1. Can I request for a change of delivery address since my address has been included on the lockdown?

We cannot accommodate your request for now as majority of AREexpress’s courier partners have suspended operations for deliveries. We will provide frequent updates once the logistics situation has improved.

 

2. Is it still safe to order items coming from China? 

According to the US agency Centers for Disease Control and Prevention, the virus has poor survivability on surfaces and will not be retained in the product being shipped over a period of days, thus will not be able to infect you.

 

3. Can you still deliver my orders despite the lockdown?

As of April 15, the majority of AREexpress's courier partners have resumed operations for Essential Goods. This will impact both pickups and deliveries worldwide. Given the dynamic nature of this situation, we will continue to provide frequent updates as we clarify with relevant authorities and our logistics partners on the next steps.

 

Payment Related

 

1. Why can’t I choose Pay-on-Delivery (POD) as a payment method?

We are adjusting our payment options in line with the ongoing Enhanced Community Quarantine. POD is available for Essential Goods. Here are the couriers with POD payment method enabled for Essential Goods orders for now:

  • AREexpress Xpress

  • J&T Express

  • Ninja Van

  • GIG Logistics

  • LBC Express

  • DHL

  • FedEx

  • UPS

 

Note: We have temporarily suspended our Pay-on-Delivery payment option for non-essential goods. In the meantime, you may use Paypal, online banking, or offline Payment as alternative modes of payment.

 

Other Buyer Concerns

 

 

1. What types of goods are allowed on G-Shopp at this time?

AREexpress  will be prioritising the fulfilment of Essential goods orders. Buyers will be able to purchase the following products on AREexpress :

  • Personal Care items

  • Health and Medical supplies

  • Baby care and nutrition products

  • Groceries

  • Emergency Kit essentials

  • Cleaning supplies

As deliveries may take a little longer than usual during this period, we seek your patience and understanding.

 

Buyers can still continue to purchase Non-Essential goods orders but can expect delivery delays. In the meantime, we are working closely with our brand partners, sellers and logistics partners to ensure the smooth resumption of delivery services for non-essential goods as soon as the situation and relevant authorities allow for it.

2. FAQs Related To Enhanced Quarantine Measures For Sellers

AREexpress is committed to the safety and well-being of our Buyers, Sellers & Partners and will support the government’s enhanced quarantine measures. As we clarify the directive with relevant authorities, we would like to provide frequently asked questions for our users to adjust during this period:

 

Shipping & Delivery Related

 

1. What is the status of pickups and deliveries?

As of April 15, the majority of AREexpress's courier partners have resumed operations for Essential Goods. This will impact both pickups and deliveries nationwide. Given the dynamic nature of this situation, we will continue to provide frequent updates as we clarify with relevant authorities and our logistics partners on the next steps.

 

2. What happens to my items that have been already dispatched?

We expect delivery delays for all orders. For cities temporarily closed down, items shall be returned to the sellers. Orders will be canceled and refund will be processed immediately.

 

3. Can I still drop off my items?

Unfortunately, all drop-off services are currently suspended nationwide. All sellers will not be able to drop off their items. 

 

4.  Will I incur penalty points given the new Days to Ship?

All fulfilment-related penalty points including Non-Fulfilment Rate, Late Shipment Rate, and Chat to Cancel continue to be suspended. Any orders that are auto-canceled by the system will not incur penalty at this time.

 

6. What if I can fulfil orders but my available couriers isn't able to pick up? Can I request for additional couriers to be activated?

Please continue booking your orders early in order for them to be placed in our delivery pick up queue. We are coordinating with our delivery partners to resume pick-ups.

 

In the event that you're available courier continues to be unable to pick up, please contact us and we will assist in making the necessary adjustments to your assigned courier.

 

7. What will happen to orders for Return to sellers (RTS) if I’m unable to receive it?

Couriers will secure orders for Return to seller (RTS) in their facilities until they can re-attempt to dispatch the orders.

 

8. Can I request additional couriers to fulfil my order due to the unavailability of some couriers?

We cannot accommodate requesting additional couriers to be whitelisted at the moment until our partners’ operations return to normal.

 

9. Can we turn off couriers who will have no operations?

Yes. You can turn off couriers who will not have operations. We will provide frequent updates on the status of our partner couriers’ operations for your reference.

 

Return & Refunds Related

 

1. What do I do about return and refund requests? What is the process If I am unable to receive returns?

All return activities are paused and will resume once the enhanced community quarantine is lifted. You may advise your buyers to hold on to items for now until further notice. Rest assured service-level agreement (SLA) extensions will be adjusted to account for expected delays in delivery. 

 

2. I would like to cancel orders that have not yet been picked up but cannot since they show up as “pending to ship”. What do I do?

AREexpress can assist with the cancellation of orders, please send us the request through your Relationship Manager or AREexpress Customer Service. We will initiate the cancellation on your behalf. You will not receive penalty points for these cancellations.

 

3. Did G-Shopp also extend the time given to the Buyer to return the item to the Seller during this time?

All return activities are paused and will resume once the enhanced community quarantine is lifted. Due to a technical issue, the return dates displayed on your AREexpress app may not reflect this change, but rest assured that you will be notified once return activities resume. Refunds for non-POD orders that have not yet been shipped out will be processed as usual.

 

Other Seller Concerns

 

1. Will G-Shopp remain operational during this time?

All AREexpress customer service channels (hotline/email/live chat) will operate as usual.

 

2. Who do I contact if I have further questions?

Please reach out to your Relationship Manager or  Customer service should you require further information at 09662964000 or help@areexpresscom

 

3. What do I do if I cannot operate my Shop?

For sellers who are unable to fulfil orders during this time, please place your shop on Maintenance Mode. If you are currently participating in campaigns and are unable to do so, please reach out to your Relationship Manager or AREexpress Customer Service and they will assist you accordingly.

 

4. How will this impact the current and upcoming AREexpress campaigns?

AREexpress is in the midst of assessing the impact of the Enhanced Quarantine Measures on upcoming campaigns. Given the dynamic nature of this situation, we will continue to take necessary steps and update you as we get more clarity on this directive.


3. Why Is My Product Review Removed?

Product review is removed because of the following:

 

For buyers:

Honest and accurate product reviews give other users useful information about the product before making a purchase. If you see that your product review has been removed, it could be due to one of the following reasons:

  • The content of the review (text and/or image) is not relevant to the product or the service provided by the seller.

  • The content of the review (text and/or image) is abusive, vulgar or otherwise objectionable.

  • The content of the review (text and/or image) may contain personal information.

For sellers:

Response to the buyer’s product review reflects your customer service. If the buyer is unhappy with the purchase and writes a negative review for the product, you should politely answer the buyer’s complaints and offer to follow up on customer service. If you exhibit rude behaviours, you may deter potential buyers from purchasing the product. If you see that your response to customer review has been removed, it could be due to one of the following reasons:

  • The content of the response is not relevant to the product or the review from the buyer.

  • The content of the response is abusive, vulgar or otherwise objectionable.


4. Why Did I Not Receive My Verification Code?

1. If you can't receive your verification code, please check if you added the country code to the number registered on AREexpress.For example +1 followed by your number.

 

2. If you have input your phone number into our website during registration, we will always send verification code to that same number or email address, so make sure you put in a valid phone number/email address

How Do I Change My Mobile Number?

You’ll receive an email from AREexpress regarding your request to change your mobile number.

Note: It is possible that your request will be declined due to:

1. New mobile number is connected to another account

You may delete the existing AREexpress account that is connected to your new mobile number so your request can be processed.

2. The provided account information does not match your G-Shopp Account

To ensure that AREexpress remains a safe marketplace for our users, account ownership must first be established before any changes can be made. Please make sure you are providing the correct and complete details of the account so we can proceed with changing your mobile number. 

3. The provided valid ID does not match the registered name on the account

Please make sure that the name, address and other details indicated in your ID corresponds with the details registered in your account. Otherwise, changes cannot be made. If you need to update the details registered in your account, go to your app’s Account Settings and edit profile

How Can I Contact AREexpress Customer Service?

You can reach us via:

  • Call Number: +1 (240) 5695994 (Weekdays 7:00am - 7:00pm, Weekends 9:00 am - 6:00 pm)

  • Live Chat: 24/7 (web/in-app only)

  • Emails: support@areexpress.zendesk.com


How Do I Change My Password?

Login to your account dashboard, then click on update profile

You will see enter new password

Confirm new password, when completed then click save

Your Password has been changed successfully.

ORDERS & PAYMENTS

How To Use Saved Vouchers During Checkout?

Platform and shop coupons  that you have claimed through campaign pages, sellers’ shop profile or free shipping page will be saved in the "Coupon" wallet. You can view these saved coupons via AREexpress App. 

 

Please follow the steps below to apply the vouchers that you have saved in cart:

Step 1: Shop coupons are set manually by admins or sellers to your order at the cart page. Coupons are applied at the checkout for buyers to get discounts on products purchased


What Is AREexpress Guarantee?

AREexpress Guarantee is a feature that protects buyers and sellers against fraudulent transactions to keep mobile shopping and selling safe and easy.

 

AREexpress Guarantee protects users by withholding the payment to Sellers until the Buyer confirms the receipt of the order. Once the Buyer accepts the order, the payment will be released to the Seller.

For example:

The payment was verified on the 1st of January, the seller has indicated 2 Days to Ship. The AREexpress Guarantee period would be calculated like this:

Duration of AREexpress Guarantee Period depends on sellers Days to Ship (DTS) and Couriers Delivery Time (CDT).

The seller should ship out the order within the indicated Day to Ship (DTS), otherwise, the order will automatically be canceled and payment for non-POD orders will be refunded back to the buyer at the end of the period.

Please note that AREexpress Guarantee is ONLY applicable to any AREexpress Supported Payment and Logistics.

How To Top Up Your wallet?

You can top up your wallet balance with any of the international payment gateways enabled on your account, Paypal, PayStack, VoguePay, etc

What Payment Methods Are Supported By AREexpress?

we support card payments,Mobile Wallet Payments,Bank Transfer, offline payments

How To Activate Pay by wallet?

On your dashboard, you can enable and disable wallet system.

SELLING & BILLING

How To Sell?

Before you start selling, make sure that your mobile number is verified. Also, check if the product you intend to sell is not under our Prohibited Items List. You will receive email instructions on how to set up your shop.

 

Follow these steps to add a new product:

Step 1: You need to indicate your pickup address. Clickhere to know how to add an address. AREexpress will assign and will base the G-Shopp Supported Logistics Provider on the indicated pick up address. The image below shows the view once the pickup address is turned on.

 

 

Step 3: Upload quality photos of the item that you want to sell. Tap “Camera” to take a picture of the item, tap “Photos” to choose an existing photo of an item from the gallery, Adding more photos can help buyers visualise the product that you’re selling.

 

Step 4: Fill in the product details such as Product name, Product description, Category, Price, Stock, Variation, Weight, Condition, Wholesale (optional), and Shipping Fee. Tap “Submit” and your product is now listed on

 

Note: Once Pickup Address has been set and at least one listing has been created, Seller Own Shipping will be removed and replaced by G-Shopp Supported Logistics Provider for your area within 7 business days. 



What Are Product Attributes?

Attributes are properties/characteristics that can be used to best define a product. With proper usage, products will improve discoverability which can lead to more sales.


The list of relevant attributes fields will show after selecting a product category in the add/edit product page.


Follow these steps to put product attributes:

Step 1: Tap “Categories” to select the category that will fit your product

Step 2: Add the “Brand”.

Note: Identifying the correct brand is a must. Generic/Unbranded products should be tagged as "No Brand".

Only registered/official brands NOT included on the list can be indicated when using "Set Own Brand".

How To Add Your AREexpress Shop Link To Your social media  Profile?

Learn how to drive customers to your AREexpress store directly from your social media profile.

 

For sellers who have a strong presence and following on Instagram, the best option would be to include a link to your AREexpress shop on your Instagram profile bio. This is a clickable link that could easily direct potential buyers from Instagram straight to your shop on AREexpress

Unsure of how to add the link? Here’s an easy step-by-step guide you can follow.

Step 1: Get your AREexpress shop link by opening your AREexpress App then go to ‘social media settings’, ‘dashboard’ tab.

Step 2: Open your social media pages & visit your profile by tapping the person icon on the bottom right.

Step 3: Click the ‘Edit Profile’ button.

Step 4: Tap ‘Done’ to save your settings!

Once done, users will be able to visit your social media profile page and click on the link to visit your shop on



How Do I Accept/Reject An Offer?

If someone has made an offer for your product, it will appear inside "Conversation" or you can view it by tapping on "View Offers" on your product page.

You can either accept or reject the offers in the Conversation page by tapping on "Accept Offer" or "Decline Offer".


REFUNDS & RETURN

[Buyer] Return/Refund For Local Products

IMPORTANT:

  •  You will be able to make a return/refund request if the conditions are met. Please note that return/refund requests must be made within 5 days from the date the order is delivered to tap Refund button.

  • The return shipping fee may be shouldered by the buyer, initially.  It can be refunded once the refund process is completed.   

Follow these steps to request for Return/Refund:

Step 1: Go to dashboard

Step 2: Tap on the order that you wish to request for a return/refund

Step 3: Scroll down to the bottom of the page, and tap “Return/Refund”.

Note: For you to request a return/refund make sure that you have not clicked the “Order Received” button. Tapping the “Order Received” button means you confirmed that you have received and checked the condition of the order and the payment will be sent to the seller.

Step 4: Select the products for return/refund and fill in the required fields. Tap "Submit".

Providing complete and accurate information will significantly help the investigation. Make sure that the following details are entered correctly.

  1. Return/refund reason

  2. Photos of items received (if any)

  3. Active email address

Follow these steps when you have received the Return/Refund notification:

Step 1: Receive request approval

Push notifications sent via SMS and an email will inform you whether your request is approved or declined.

Step 2: Receive instructions

Depending on the reason you chose, you will either receive a refund or be told to return the item. Instructions will be available via in-App or email.


Step 3: Ship out the item/s

If you are instructed to return the item, you will have 5 days to ship out the parcel and upload the return waybill on the AREexpress. 

 

Step 4: Upload a photo of the return waybill 

After shipping out or dropping off the item, input the necessary shipping information in the AREexpress app. Make sure to do this within 5 days after the return request has been approved to avoid the cancellation of the request. 

Step 5: Await status of refund request

Once the item is successfully returned, your seller will have 8 days to inspect and respond to your return and refund request. You will be informed via push notification on whether your request is approved or if it will require further investigation.


Click here to know how to get your payments for approved refunds.

Click here to know more about G-shopp Guarantee.


[Buyer] How Can I Request A Return/Refund?

Note: Due to the Enhanced Quarantine Lockdown, we have currently paused all return refund activities. There might be some delays in processing Returns and Refunds.  To know more about the Return and Refund Adjustments, click here.


To request for return/refund make sure that you have not clicked the “Order Received” button and the conditions are met. Please note that all return/refund requests must be made within the AREexpress Guarantee period ONLY.  

Returning the item is based on where you purchased the product, clickhere to know the types of seller:

  • Return & Refund for Local Products

  • Return & Refund for Overseas Products

  • Return & Refund for Mall Products

  • Return/Refund for Digital Products (Beta)

The option to request a return/refund will be available within 5 days (or up to 7 days for in-house products) after the order has been tagged as delivered for Pay on delivery (POD) orders. For Non-POD orders (Bank transfer, Remittance, & OTC), the buyer can request a return/refund as soon as the payment is verified.

 

Note:

  • For orders placed after 8th April 2020, Buyers will have 5 days to tap Return/Refund after the order has been tagged as delivered for Local and Overseas.

  • If you cannot tap the “return/refund” button, try basic troubleshooting.

  • For regular and overseas sellers, the return/refund button is available within 5 days of item delivery.

  • For in-house, the return refund button is available within 7 days of item delivery.

  • If the return/refund is not requested within 5 days (or up to 7 days for in-house products), the order will be automatically tagged as “Order Received” and can no longer request for Return/Refund.

 

Click here to know how to get a refund for canceled orders.

Click here to know where the refund goes.


Where Did My Refund Go?

Note: Due to the Enhanced Quarantine Lockdown, we have currently paused all return refund activities. There might be some delays in processing Returns and Refunds.  To know more about the Return and Refund Adjustments, click here.


If you paid through credit card: 

  • Your refund will go directly to your credit card.

If you didn’t pay through credit card and you activated Pay By wallet:

  • You haven’t reached monthly inflow limit* or balance limit*: Your Pay By wallet Account needs to be activated before the refund is reflected in your statement. Upon activation, Your refund will directly reflect on your Pay By wallet account unless you've reached your monthly inflow limit or balance limit. It could take 24 hours to reflect on your Pay By wallet Account. For further info on refunds, kindly refer to this link.

  • You have reached monthly inflow limit*: Your refund will go directly to your Pay By wallet account.

  • Your refund will cause balance limit breach

    • We will try to refund your Pay By wallet account until refund pushes through (e.g. once the withdrawal has been made).

  • If you didn’t pay through credit card but you have NOT activated Pay By wallet:

    • If not, you will be given a notification to activate your Pay By wallet in order for the refund to process there. If you still have not activated after 3 days, your refund will go directly to your Pay By wallet


[Buyer] What Are The Conditions For Requesting Return/Refund?

If you wish to return/refund an item, make sure that the conditions are met. Please note that the conditions for requesting return/refund depends on the type of product.  

The following conditions apply to in-house Products and Overseas Products:

  • Did not receive the order

  • Received an incomplete product (missing quantity or accessories)

  • Received a wrong product/s (e.g. wrong size, wrong color, different product)

  • Received a product with physical damage (e.g. dented, scratched, shattered)

  • Received a faulty product (e.g. malfunction, does not work as intended)

  • Received a counterfeit product

Click here to know how to return your Overseas Products.

Click here to know how to return your in-house Product.

 

The following conditions apply to Local Products:

  • Did not receive the order

  • Received an incomplete product (missing quantity or accessories)

  • Received the wrong product/s (e.g. wrong size, wrong color, different product)

  • Received a product with physical damage (e.g. dented, scratched, shattered)

  • Received a faulty product (e.g. malfunction, does not work as intended)

Click here to know how to return your Local Products.

 

The following conditions apply to Digital Products:

  • The order is successful but I did not get the expected promotion.

  • I did not receive my top up.

  • Received the wrong amount of top-up.

Click here to know how to return your Digital Products.

 

Returns/refunds due to change of mind will not be accepted. Please also note that the return of personal items, such as undergarments, innerwear, swimsuits, used makeup, perishable goods, grocery items, jewelry (earrings) & adult products is prohibited.

 

For items bought via Bundle Deals, return/refund will only be applicable to the entire bundle. Partial requests are prohibited. Should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.

 

Please note that requests that do not meet AREexpress's Return and Refund Policy are ineligible for return/refund


How Can I Raise Disputes To G-Shopp?[Buyer]

AREexpress encourages both the buyer and seller to communicate with each other if they have any issue with a transaction. Through open communication, many disputes can be resolved amicably. However, if a mutual agreement cannot be reached, users can seek assistance from AREexpress.

 

Once a buyer initiates a Return/Refund request, the seller can raise disputes to AREexpress at any time before the default refund deadline. Tap on Submit Dispute on the return/refund details page.

 

Return/Refund For Overseas Products[Buyer]

 

This article is for users who are returning Overseas purchased products.

 

IMPORTANT:

  • You will be able to make a return/refund request if the conditions are met. Please note that all return/refund requests must be made within the AREexpress Guarantee period ONLY.

  • Make sure you have read the articles on what the allowed conditions for requesting a return/refund are, and how to request a return/refund.

 

Follow these steps to request for Return/Refund:

Step 1: Go to Panel, then tap request refund

Step 2: Select the products for return/refund and fill in the required fields. Tap "Submit".

Providing complete and accurate information will significantly help the investigation. Make sure that the following details are entered correctly.

1. Return/refund reason

2. Photos of items received (if any)

3. Active email address

Follow these steps when you have received the Return/Refund notification:

Step 1: Receive request approval

Push notification sent via SMS and an email will inform you whether your request is approved or declined.

Step 2: Receive instructions through e-mail

Depending on the reason you chose, you will either receive a refund or be told to return the item. Full instructions on how to ship out or drop off the item/s will be sent to you through email.

Step 3: Ship out the item/s 

If you are told to return the item, you will be allowed to drop off the item at a particular pickup location  Branch within 3 days or schedule for a pick-up with Zoom.

 

Packaging Guidelines:

Our Pick-up locations and Zoom will provide pouches and pack the items for return. Pouch size is available in small, medium, and large.

 

Step 4: Send a photo of drop off receipt

After dropping off the item, reply to the email from AREexpress with a copy of the drop off receipt within 3 days.

 

Step 5: Await status of the refund request

Upon dropping off the item at our pickup location will deliver the item to the in-house, it will take 1 to 4  days for Metro Manila and 1 to 8 days for provincial areas. Once the item is successfully returned back to the warehouse, it will undergo quality checking within the day.

 

Notification will be sent via email if the refund request is approved or rejected.

 

For buyer awareness:

ML Business Hours (for all participating branches)

  • Mondays to Fridays - 8:00 AM to 5:00  PM

  • Saturdays, Sundays and Holidays - 8:00 AM to 4:00 PM

Zoom Business days:

  • Monday to Saturdays, except holiday

How Can I Get A Refund For My Canceled Order?[Buyer]

A refund will be automatically initiated when your order is:

  • Canceled by the seller

  • Refund request is accepted by the seller

  • Refund request is accepted by AREexpress (in the event of a dispute)

  • Automatically canceled by the system due to seller failing to ship order(s)

  • Buyer cancels a paid order (within an hour) after the payment was verified.

  • Buyer made a payment via Bank Transfer but failed to upload payment receipt.

  • Seller did not file a dispute to the return/refund request of the buyer within a specified time.

  • Dispute resolution was in favor of the buyer.

 

You will be notified through the app (Notification > Order Updates) and email once the refund is approved.

The applicable amount of refund will then be transferred initially as credits to

 

For Credit/Debit card payments will be refunded to the respective card and will take  5-7 business days for credit cards and up to 45 days for debit cards depending on the bank.

 

Payments made through bank transfer will be refunded to your Wallet Pay, within 24 hours.

  • You may proceed to make a withdrawal from Wallet Pay, to bank account click here to know more. The processing time will take around 3 working days (excluding weekends and public holidays), upon successful withdrawal.

  • You may choose “Pay with Wallet” for the next purchase as long as you meet the criteria.

 

For Wallet Pay, your payment will be refunded via Wallet Pay, as well. The processing could take up to 24 hours. Click here to know more.

 

Click here to learn how to withdraw money from your wallet



Return/Refund For Digital Products (Beta)[Buyer] 

What To Do If The Order Has Not Yet Arrived?[Buyer]

We highly recommend that you constantly check on your AREexpress App to track the status of your order.

Delayed Cash on Delivery(COD) orders that are passed the expected date of arrival, you may contact us and provide the specific order number.


DO NOT TAP "Refund" if you have not yet received the returned product(s).

 

If you have a valid reasons to reject the Returns/Refunds Request, please tap “Dispute Return/Refund” at any time before the refund deadline  

 

Failure to respond within the time frame will result to an automatic refund to your buyer if they did not receive products or received incomplete products.

 If you failed to respond within the time frame, your buyer will receive in-app instructions on where to return the product/s if your buyer received a wrong, faulty or damaged product/s.

 

Automatic refund will be processed to the buyer if the seller will not respond within 3 days time frame from the date of successful request of the buyer.

 

Your buyer needs to return the products to your return address within 5 days

 

For Overseas and in-house products:

Payment will be released to your account if your buyer failed to return the products.

 

For Local:

Payment will be released to your account when the buyer has failed to return the product/s, and/or if your buyer successfully shipped back the item/s but was not able to upload the receipt of the return shipping fee to the return/refund request.

 

The refund will be processed to be transferred to your buyer's AREexpress Wallet account once you confirm the receipt of returned parcel.