How do I confirm an order on ACbuy?+
Every purchase request gets an AI number in the format AIXXXXX. The agent processes confirmation within 24 hours and replies inside a 72-hour window. If the merchant has not shipped or the listed price is wrong, ACbuy posts a Need Confirmation notice with the gap amount; tap Go Make Up the Payment to settle it and the buyer keeps the order moving instead of waiting for a manual refund.
How do I verify my account and set the payment password?+
Open Account Security, send the verification mail, click the link in the inbox and the email row turns into a green check. Set a payment password that is different from the login password and bind a recovery method. Once three green checkmarks show under Account Security the wallet is ready to top up and pay for purchases and shipping.
How does Submit a Parcel work?+
Pick the AI items, choose Submit for Delivery for a real shipment or Rehearsal Packing for a weight and volume preview, then select the shipping route. ACbuy offers System Declare (auto pulled from product price, supported on most routes) and Personal Declare (manual, required for Brazil and a few high-risk lanes — see the Discord notes for the latest list). Every route has a declared value cap; orders above the cap need to be split into multiple parcels.
What does the Rehearsal Packing service cost?+
Rehearsal Packing is a paid simulation that returns the real packed weight and volume before the buyer commits to international shipping. The base fee is 20 RMB for up to 20 AI items per request, then 1 RMB per extra AI item. Turnaround is one working day; the report appears under the Rehearsal tab and can be referenced when paying the actual shipping fee.
How do I contact the local post office if my parcel is stuck?+
ACbuy lists every supported carrier directly: USPS, Canada Post, Correos de México, Royal Mail, Parcelforce, DHL, La Poste, Poste Italiane, Correos, PostNL, UPS, AnPost, Australia Post, FedEx, Česká pošta, Poczta Polska, DPD, PostNord, Poșta Română, Bpost and Österreichische Post. If the local site offers no clear update use 17track.net as a backup. Always prepare the tracking number, recipient name, address and ID; e-mail or web form contact is recommended when there is a language barrier so the request can be translated cleanly.
My parcel was returned by China customs — what happens next?+
The tracking line will read Guangzhou City Guangzhou International Exchange Station Return. ACbuy automatically attempts a second dispatch on a different lane. If the parcel is finally returned to the warehouse the international shipping fee is refunded to the ACbuy wallet and the items are re-stored for free, ready to be re-shipped. Note that returns triggered by overseas customs do not qualify for a shipping refund — only the China-side return does.
What do I do if items are missing from my package?+
Open a missing-item ticket with the AI numbers of the missing items, a clear group photo of everything you actually received, photos of all six sides of the outer packaging, and a photo of the waybill label. ACbuy compares the claim against the warehouse packing video; if packing was intact the case is escalated to the carrier with a local post office certificate, which usually takes weeks to a few months depending on the line.
Why is my account locked after a chargeback?+
When a bank initiates a chargeback ACbuy automatically locks the account to prevent further loss. To restore access the buyer must contact the issuing bank to revoke the dispute and forward the bank confirmation to ACbuy support. The system updates the account status within three to seven business days after proof is received; using the same payment method again is allowed once the lock is cleared.
