The purchasing standards Superbuy’s shopping agents work to
Help 1203 binds the agents who place your orders to a long list of clocks. Help 1203 itself provides no ten-times remedy. Newer help 1442 and 3457 separately cover qualifying 48-hour return/exchange responses; the distinction matters when reading the older standard.
Who the standard binds
Help 1203 says every shopping agent order placed at Superbuy is processed by third-party shopping agents who are trained and supervised by Superbuy to work to its service standards. The standard is written as obligations: the agent “shall” cancel, follow up, respond and refund within stated times.
This page reads it as what it is, a list of clocks the purchasing side has agreed to. The article was last updated on 10 July 2023, older than every other source on this site, and some of its timings have since been restated in help 1441 with small changes.
Purchasing clocks: review, purchase and Speedy Response
Orders submitted 09:00 to 18:00 Beijing are processed within 6 hours; orders submitted 18:00 to 09:00 by 14:00 the next day. Once you have confirmed or paid any difference, the agent purchases within 24 hours. If a special request needs the seller and the seller is offline, the time is extended.
Speedy Response (CN¥5) shortens the first step to 1 hour in the daytime window. For orders paid overnight, help 1203 says they are answered “by 10:00 that day”; help 1444 says “before 10:00 the next day”. For an order paid at 20:00 Beijing, those are the same moment. For one paid at 01:00, they are a day apart.
Price differences, cancellations and out-of-stock items
If the item price or the seller’s postage differs from what you submitted, the agent sets a top-up. Where the difference is under CNY 100 and raises no customs risk, help 1203 lets the agent buy first and ask later; you then have 24 hours to pay.
Cancelling an order still “processing” is done within 24 hours with a refund. Cancelling one already “purchased” means the agent checks with the seller within 48 hours. If a seller reports an item out of stock and you do not reply within 72 hours, the agent cancels the order for you.
Chasing the seller: 3 days, 5 days, then every 3 to 4
Taobao sellers usually ship within 3 to 7 days; JD and Amazon self-run logistics usually deliver the same day. For an order not shipped within 3 days, the agent follows up for the first time within 5 days and then every 3 to 4 days. If the seller never ships or never replies, the agent tells you to cancel.
Once shipped, if the parcel has not been signed for after more than 3 days, the agent checks the tracking within 48 hours. Pre-sale, deposit-paid and overseas orders are excluded from the follow-up schedule.
Refunds, returns and exchanges on the purchasing side
Inbox messages and after-sales enquiries get a reply within 24 hours. A refund reaches you 4 to 10 days after the agent receives it from the platform. A return request gets 48 hours for the agent to agree terms with the seller; the refund is then followed up within 3 to 7 days of the parcel leaving and completed within 15 days.
Exchanges have their own chain: 48 hours to agree, 5 days to obtain the replacement’s tracking, an update to you within 7 days if it has not arrived, and a second notice if the seller has given nothing after 15 days.
The return guarantee window, three ways
Help 1203 says you can ask for a no-reason return or exchange within 5 days after the item is stocked in. Help 1441 says within 5 days of the purchase of the goods. Help 1442 says within 7 days of signing, that is, within 5 days of the goods being stored.
Two of the three count from the warehouse, one from your purchase. For an item that took a week to reach Guangdong, the 1441 wording would have closed the window before the item even arrived. The current Chinese help 1442 uses seven days from receipt, expressed as five days after stock-in. Confirm the actual order’s eligibility and request promptly instead of assuming a longer period from conflicting older wording.
The older standard and the newer return-response scheme
Help 1203 has no compensation clause. Its FAQ directs missed standards and after-sales disputes to customer service. That does not cancel the later help 1442/3457 scheme: an eligible no-reason return/exchange response delayed beyond 48 hours can qualify for ten times the actual operation fee, subject to the warehouse and listed exclusions.
So when an out-of-stock reply comes on day four, or a refund takes twelve days, the practical step is a message with the order number and the clause you are relying on. Customer service is on online chat from 09:00 to 18:00 Beijing (02:00 to 11:00 BST, 01:00 to 10:00 GMT) or at [email protected], which promises a reply within 2 working days.
All third-party shopping agents shall work in line with Service Standards for Third-Party Shopping Agents at Superbuy. If any of them violate such standards, please contact our customer service.
For deadlines that do carry a penalty, go to the table.