Supplymo
Policy stages

Refund and cancellation policy

Refunds depend on the order stage: before quote approval, after payment but before purchase, after supplier purchase, after receiving or prep, and after shipping.

No purchase is made before quote approval and required payment. Submitting a form is not an order.

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Packed shipment handoff after receiving and prep work

Refunds follow the operational stage

Before purchase

Usually simpler to cancel

After purchase

Supplier and committed costs matter

After prep or shipping

Service and carrier rules apply

Stage-based policy

Cancellation logic changes as work is committed

StageForm submitted
What happenedUser submitted product link or inquiry
Cancellation / refund logicNo order yet; no purchase
StageQuote sent, not approved
What happenedSupplymo prepared estimate
Cancellation / refund logicNo purchase; quote can expire or be revised
StageQuote approved, payment not received
What happenedUser approved quote but has not paid
Cancellation / refund logicNo purchase; supplier price or stock may change
StagePayment received, purchase not started
What happenedFunds received but supplier purchase has not started
Cancellation / refund logicRefund may be possible minus payment or bank fees and stated admin work
StagePurchase started
What happenedSupplier order placed or payment sent
Cancellation / refund logicCancellation depends on supplier; unspent funds may be refunded
StageGoods received in China
What happenedSupplier shipped to China receiving location
Cancellation / refund logicProduct cost, domestic shipping, and receiving work may be committed
StagePrep or labeling started
What happenedLabels, repack, photos, or handling started
Cancellation / refund logicPerformed service fees are usually non-refundable
StageInternational shipment booked
What happenedCarrier pickup, label, or booking paid
Cancellation / refund logicRefund depends on carrier and route policy
StageShipped internationally
What happenedGoods left China or entered carrier network
Cancellation / refund logicShipping refund is usually limited by carrier policy

Quote validity

A quote is not a purchase until approved and paid

TopicQuote validity
Policy boundarySupplier price, stock, MOQ, variants, domestic shipping, exchange rate, route, and carrier availability may change.
TopicSupplier-driven changes
Policy boundaryOut of stock, price changes, wrong variant, return refusal, or delays can require revision or cancellation review.
TopicRestricted product issues
Policy boundaryIf a product becomes restricted, Supplymo may stop processing and ask for return, disposal, reroute, or documents.
TopicUser mistakes
Policy boundaryWrong link, variant, address, label, platform file, or delayed response may create non-refundable costs.
TopicSupplymo mistakes
Policy boundaryConfirmed operating errors should be remediated within the affected service scope.

Quotes can expire or be revised

1688 supplier stock, price, MOQ, domestic shipping, currency, route cost, and carrier availability can change. If a quote expires, Supplymo can revise or decline before purchase.

Responsibility boundaries

Separate supplier changes, user mistakes, and Supplymo errors

Supplier changes

Out of stock, price change, MOQ change, wrong variant, or supplier return refusal may limit recovery.

User mistakes

Wrong product, variant, address, label, documents, or delayed reply are not default Supplymo liability.

Supplymo mistakes

Confirmed operating errors should be handled within the affected written scope.

Payment fees

Payment, bank, provider, and currency fees may be non-refundable depending on provider rules.

Restricted or shipping issues

High-risk products can create non-refundable committed costs

Restricted product found later

Unspent funds may be returned, but purchase, receiving, prep, shipping, return, disposal, or storage costs can apply.

Prep already performed

Labels, photos, repack, handling, and other executed service fees are usually not refundable.

Carrier or customs issue

Carrier refusal, failed delivery, address mistakes, customs delay, duty, tax, return, or destruction may create extra costs.

Refund request path

Refund review starts from written order context

NeedQuote or order ID
What to providePrivate quote token, order number, or support thread
NeedIssue summary
What to provideCancel request, supplier issue, wrong item, address problem, or shipping question
NeedEvidence
What to provideScreenshots, messages, photos, labels, payment receipt, tracking, or warehouse photos
NeedRequested action
What to provideCancel, revise, refund review, reroute, return, resend label, or ask supplier
NeedTiming
What to provideWhether purchase, receiving, prep, booking, or shipping has already started

System impact

Order timelines must keep evidence for refund decisions

The order system should record quote approval, payment received, purchase started, supplier order, China receiving, prep started, shipping booked, shipped status, refund status, refund reason, and non-refundable costs. Without stage evidence, refund disputes become hard to resolve.

Review the stage before asking for cancellation

The same quote can have different refund outcomes depending on purchase, receiving, prep, and shipping status.

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