Introduction of Order status
Pending- Pending means the payment system hasn't sent the payment status back to Z2U, the order still waiting for confirmation and process. Due to the difference in the accounting time of different payment methods, it may take 1-24 hours for confirmation. You can forward the payment receipt or email to email@example.com, and the Z2U service team will assist you in confirming the payment progress.
Auditing- The payment of the related order is under review due to some risk reasons. Generally, the buyer needs to contact the Z2U customer service for identity verification. After the audit is completed, the seller can provide services and delivery. The system has automatically sent an email about the audit to the buyer. For details on how to complete the audit, please click here to read the details.
New Order- This status means the order has received and completed the audit process, now displayed in the seller's store. The system has automatically sent a notification email to the seller, and the seller can start processing the order.
If it exceeds the promised delivery time for up to 24 hours and the seller does not process the delivery, the order will be directly canceled by the Z2U system, money will be returned to the buyer's Z2U credits balance.
Preparing- Preparing means the seller is preparing the stock or ready to start the delivery. According to the different delivery commitment times given by the seller, when the order is in this state, the buyer needs to contact the seller to know the detailed progress.
If it exceeds the promised delivery time for up to 24 hours and the seller does not reply to any message, please contact the Z2U service team (email: firstname.lastname@example.org) to intervene immediately. After checked the situation and confirmed the seller has no process until now, Z2U will cancel the order forcibly(the payment will be returned to the buyer's Z2U credits balance) or, transfer the order to other eligible sellers for further processing with the buyer's consent.
Delivering- Delivering means the seller already start and working on the delivery, buyers and sellers should communicate through Z2U chat system for the related information of the order. The cancellation will be processed through negotiation between the buyer and the seller in this state. Even if the promised delivery time is exceeded and the seller does not respond for up to 24 hours, Z2U customer service will not be able to cancel the order before getting in contact with the seller.
However, if the seller still not reply to any message after Z2U service intervened for over 24 hours, Z2U will cancel the order forcibly(the payment will be returned to the buyer's Z2U credits balance) or, transfer the order to other eligible sellers for further processing with the buyer's consent.
Issues- The order has problems that affect delivery, buyers need to contact the seller as soon as possible to prevent delays in delivery. The cancellation will be processed through negotiation between the buyer and the seller in this state. If the buyer rejected to help the seller delivers the order, sellers can choose to cancel the order and refund the payment to buyer's Z2U credits balance. If the buyer has contacted the seller and solved the issues, but the seller still failed to send the delivery in the promised delivery time, after Z2U service intervened and the seller no responds for over 24 hours, Z2U will cancel the order forcibly(the payment will be returned to the buyer's Z2U credits balance) or, transfer the order to other eligible sellers for further processing with the buyer's consent.
Wait for confirmed- This status means the seller already completed the delivery, if no further problem with the delivery and the buyer already received what purchased, the buyer can confirm the receipt.
Note: the system will automatically confirm receipt after 7 days. If you have a problem with the order, please contact the seller or Z2U official service in 7 days.
Completed- Buyer confirms receipt : The order successfully delivered and the buyer has confirmed he received the service.
The system automatically confirms: The order was automatically confirmed by the system because the buyer didn't confirm
After the order has been completed, if there are still after-sales problems, please contact the seller for help within the promised product warranty period. In this state, Z2U is generally unable to cancel the order for you, and the cancellation needs to be negotiated with the seller for an agreement. If you find that the seller is suspected of false delivery, please sort out the order number and the evidence of the false delivery, then send it to email@example.com.
Trade Closed- Trading Closed means this order already stopped delivery or refunded as requested. Buyers can re-order if still need the product. Sellers will no longer be able to modify the order status or send the delivery.
There are 3 sub-status contained under this status:
1. Request refund: Z2U has accepted the refund request and the order has been listed in the refund queue, will be refunded in 1-3 working days.
2. Refunding: Z2U has submitted the refund request to the payment processor, but due to differences in the accounting time of different payment methods, this status may take 1 day to 1 month for confirmation.
3. Refunded: The payment processor has received and processed the refund request, and the money has been deducted from the Z2U. However, due to the difference in the accounting time of different payment methods, the actual time to receive the refund may be extended from 3 working days to 60 days.