Spreadsheet QCCLM-01the route
How to report a LoongBuy order or parcel problem
LoongBuy states what it reviews a claim on: carrier feedback, warehouse records, signature records, claim materials and platform rules. Three of those exist whether you act or not. The fourth is the one that is missing by default.
So the practical question is never how to word a complaint. It is whether the file has the fourth input in it, and that is decided in the minutes around delivery rather than in the ticket you write afterwards.
LoongBuy has the right to review and process claims based on carrier feedback, warehouse records, signature records, claim materials, and platform rules.
Official LoongBuy International Parcel Shipping Agreement page, updated 17 April 2026 · checked 11 October 2026
You report it
Contact customer service as soon as possible, and for anything found after delivery preferably within 72 hours.
The platform assembles the file
Carrier feedback and its own warehouse and signature records join whatever you supplied.
Rules and review decide
For an insured parcel, under the applicable insurance policy. For an uninsured one, subject to platform rules and the review result.
On this page
05 / HELP DESKbefore or after shipping
Need help with an order? Start here.
Choose where the issue appeared. The tool lists useful evidence and an illustrative declared-value comparison; it does not submit a claim or predict compensation. Read the claims guide.
Start with where it broke
What that means
Pick where it broke.
The route, the inputs the review reads and the ceiling all change with that one answer.
Four breaks, four different conversations
They are not variations of one process. The party who owes you something changes.
- BRK-01
Wrong item, caught in the warehouse
The cheapest break there is. The inspection compared the goods with the order, the result and the standard photographs are on the order, and a return or exchange can be requested while the item is still in storage. It needs the seller to agree, which is why the seller you chose matters more than most people expect.
- BRK-02
A flaw visible in the QC photographs
Same window, weaker ground. A photograph showing a defect lets you act before submission. A photograph showing something the seller already disclosed does not, because disclosed flaws fall inside the normal range the inspection page describes.
- BRK-03
Lost or partly lost in transit
Now it is a claim rather than a return. The review runs on carrier feedback and the platform's own records, and whether the parcel was insured decides what shape the outcome can take rather than whether you may ask.
- BRK-04
Damaged, found after delivery
The hardest, because the evidence has to come from you and it decays. Report as soon as possible and preferably within 72 hours, and keep the outer carton and the sealing tape: the carrier may need them, and not being able to supply the materials is itself on the list of things that affect compensation.
Who to contact, and with what in hand
The operator publishes three channels. Only one of them is the right first move for a claim, and all three want the same reference numbers.
| Channel | Hours | Use it for |
|---|---|---|
| Live chat | 9:00 to 18:30 Beijing time, Mon to Sat | Anything in progress. Use it for an order-specific question during the published service hours; response speed is not guaranteed. |
| Customer service email | any time | Anything that needs attachments, which is most claims, and anything sent outside chat hours. |
| Discord | any time | Feedback about the platform rather than about one parcel. Not a claims channel. |
What weakens a file before anyone reads it
Four of these are things the buyer controls, and all four are named on the delivery notes page as situations that may affect compensation.
- REPORTINGThe parcel was delivered and no issue was reported within the required time
- ADDRESSRecipient information was inaccurate: address, phone number or recipient name
- COLLECTIONThe parcel was not collected in time, causing delay, return or damage
- MATERIALSThe required supporting materials cannot be provided
Three holders, and the counterparty at each handover
A claim addressed to the wrong party dies quietly. Between checkout and your door the goods pass through three sets of hands, the seller's, LoongBuy's, then the carrier's, and the party that owes you anything is whoever held the item when the fault happened. The four official steps mark the handovers.
- SELLER
Submit Order, the seller as holder
At Submit Order you paste the link, pay, and LoongBuy buys it for you from the marketplace seller, who remains the holder until the parcel reaches the warehouse. The Inspection Information page, updated 4 September 2026, keeps flaws the seller already disclosed outside QC; those stay seller matters.
- WAREHOUSE
QC & Storage, a named Hong Kong company
From QC & Storage until dispatch the holder is LOONGBUY TECHNOLOGY (HK) CO., LIMITED, Registration No. 76689549, registered in Kowloon, Hong Kong, listed on the Contact Us page captured 10 October 2026. That company is the counterparty on a forwarding order; its limits of liability sit in the International Parcel Shipping Agreement, updated 17 April 2026.
- CARRIER
International Shipping, the carrier's network
Once you pick what ships and pay the freight, the parcel is in a carrier's network. The Parcel Delivery Notes, updated 14 April 2026, state that compensation for forwarding orders is usually limited to the declared value, the figure you typed at submission. Set it with a transit loss in mind.
- DELIVERY
Global Delivery, with no margin behind it
Global Delivery hands the goods to you, and a claim then runs backwards to whoever held them when the fault happened. The published service-fee model does not establish the operator’s full revenue or how a claim will be handled. Use the applicable terms and the records for the stage where the issue arose.
The vocabulary of a LoongBuy claim
Claim language on LoongBuy is operational. This glossary takes the terms you'll see between a QC photo and a compensation decision and defines each by the thing it decides, because on a dispute the consequence matters more than the meaning. Check the official page behind a term before you argue from it.
- Declared value
The ceiling of forwarding-order compensation; the Parcel Delivery Notes usually limit what LoongBuy pays to this figure, which you typed yourself.
- Forwarding order
Which rulebook applies; a forwarding order runs under the International Parcel Shipping Agreement and the declared-value cap, not under a purchase dispute with the seller.
- Chargeable weight
The final freight bill; the warehouse takes the greater of actual and volumetric weight at packing, overriding the estimate quoted at submission.
- Warehoused
The start of free storage; fees and eventual abandonment under the Storage page are counted from this status change.
- Standard QC
What the warehouse answers for; anything the Inspection Information page lists as outside the check cannot ground a complaint later.
- Add-on
Whether a deeper check, measurements or video, ever happened; an add-on you did not buy produces no evidence to cite.
- Sealed item
How far QC physically went; shrink wrap, hygiene seals and similar packaging stay unopened, so the contents were never inspected.
- Pre-shipment
Your last window to act; after dispatch, add-ons, packing choices and the declared value are fixed and carrier rules take over.
- Balance
Whether money can leave the platform; Balance is the withdrawable wallet, so credit landing there is cash, not site credit.
- LoongPay
Where a credit can be spent; LoongPay works on-site only and cannot be withdrawn, so value here stays inside LoongBuy.
Policy reference checked 11 October 2026; layout revised 14 October 2026. The latest official site refresh was blocked. Confirm current terms in your LoongBuy account.