Customers add the desired products to the shopping cart. After submitting the order from the shopping cart, the order will show as "Pending Payment". Customers are required to check out within 2 hours. After checkout, the order status will change to "Paid". The system will immediately notify the seller to ship the order within the stipulated time.
Buyer：
A transaction fee of 1.5% of the total order amount (the sum of the product price and shipping cost) is charged. The total amount displayed when you check out will include this fee.
If the order is canceled after payment, a $0.5 refund processing fee will be charged.
Each withdrawal request will be charged a withdrawal fee of 1.5% + $16 of the withdrawal amount.
Subscription service, users only need to pay $2 per month, and the buyer can enjoy 0 transaction fee, unlimited amount and consumption times, and can stop subscribing at any time.
Seller：
A transaction fee of 5% plus $0.5 will be charged on the total order amount (the sum of the product price and shipping cost). This fee will be deducted when the order is completed and credited to the wallet.
Transaction security deposit (wallet fixed amount) + storage service fee (for each transaction): The wallet must have at least $10 (transaction security deposit), and 10% of the security deposit will be deducted as a storage service fee for each storage.
Each withdrawal request will be charged a withdrawal fee of 1.5% + $16 of the withdrawal amount.
We advise you to confirm the stock status of the product with the seller, if the order you placed is cancelled due to the out of stock, there will be transaction processing fee occurred.
You must contact seller to ask for receipt, invoice, or other proof of purchase.
When either buyer/seller file dispute regarding the transaction, Tripcan will review and resolve the dispute. Tripcan customer service will contact both buyer and seller, then follow the “Transaction Dispute Resolution Policy” to obtain supplementary documents from both sides. Base on the content of the documents, Tripcan will review and resolve the dispute. Possible results are listed below:
Refund the buyer：If the result is in favor of buyer, then the total purchase amount will refund to the buyer. The processing fee collected from seller will not refund to the seller. The product return and the return process will be negotiated between buyer and seller.
Transaction remain valid：After Tripcan’s review, the transaction for the dispute product remain valid, buyer cannot file complain to Tripcan once again regarding the dispute product.
The Transaction Dispute Resolution Policy of Tripcan is based on the documents provided by both buyer and seller to make an objective and logical resolution. If either parties have question about the resolution result, then both parties should resolve the issue through legal remedies, Tripcan will no longer involve in the legal relationship with both parties.
The system will automatically cancel the order if the following situations occur regarding the seller after the order is completed.
Seller does not ship the product：Once the order is completed, seller does not fill out the delivery information under the “Purchase Order” function and ship the product within 2 days after the purchase trip ended. Tripcan will consider the seller does not ship the product and cancel the order, then refund all payments regarding the order.
Seller’s account suspended：When the order is completed, Tripcan finds the product violates the legal regulation, or the account violates “Seller Verification Policy”. Tripcan will temporary/permanent suspend the seller’s account. Once the account is suspended, system will automatically cancel all ongoing orders, and refund all payments for all cancelled orders.
When the order past the expected delivery time and buyer has not yet receive the product. Buyer can use the message function, or the information of logistic service provider/shipping reference number seller provided when shipping the product to check the shipping status. Buyer can take the following action:
Extend seller’s shipping time: Regardless of whether it is an international delivery, products may be delayed due to unavoidable factors on the logistics provider’s flight. To avoid the system automatically calculates the 7-day acceptance time after the arrival of the goods, the buyer can proactively extend the seller’s arrival on the order page Once the time is extended, the system will increase the delivery time by 7 days. If the goods arrive within 7 days after the extension, the buyer can also use the "acceptance, apply for refund or report product problems" function.
Apply for refund or report product problems: If the delivery time has passed and the product has not yet arrived, you can use “Acceptance, apply for refund or report product problems” function to report the problem to the seller. The seller must use the “Order” function to reply your problem you sent through “Acceptance, apply for refund or report product problems”. If the seller fails to do so, Tripcan will cancel the order and refund all payments to you.
If you have doubts about the goods you received, you can react to the seller with the problem of the goods or apply for a refund within the order within 7 days after receiving the goods. The seller needs to handle your submitted problem or refund application within 48 hours. If the seller does not handle it within 48 hours, this order will be automatically cancelled and the remaining funds will be refunded after deducting the order refund fee.
According to different bank policies, you are expected to receive the refund in 7 to 14 working days.
If you already accept the product, it means you already confirm there is no problems with the product. You will no longer be able to report product problems or apply for refund.
If you have not pressed to accept the goods for more than 30 days after receiving the goods, the system will automatically change the status of the goods to acceptance completed, and no problem reports or refund requests will be accepted for this order.
Buyers will receive the remaining funds after deducting 0.5USD (payment processing fee). If the responsibility for the product is at fault by the seller, a 1.5% payment processing fee will be charged to the seller.
If the seller does not accept your refund application, you may file dispute resolution. Tripcan will resolve the dispute. Tripcan personnel will base on the documents provided by both buyer and seller to fairly resolve the dispute and conclude if the refund application is valid or not. Therefore, it is recommended to take picture or record video when buyer and seller deliver or receive the product.
Tripcan sincerely hopes that the products of each seller can meet the expectations of buyers. However, if the seller and the buyer cannot reach an agreement, Tripcan will act as a fair and objective third party to make an arbitration judgment. The following is the procedure for buyers to apply for arbitration:
Buyers can use the "Acceptance, apply for refund or report product problems" function in the order to reflect the actual situation with the seller. According to the provisions of the seller certification terms, the seller must reply to the buyer through the order function within 2 days by "Acceptance, apply for refund or report product problems" function, if the seller does not reply to the buyer's content within 2 days, Tripcan will cancel the order and refund the payment for the order after deducting the transaction processing fee.
If the buyer first applies for a refund with the seller through the "Acceptance, apply for refund, or report product problems" function, the seller can respond to whether to agree to the refund based on the actual situation raised by the buyer.
If the buyer still cannot accept the seller’s reply after submitting the content through the "Acceptance, apply for refund or report product problems" function, both the seller and the user can submit the order to Tripcan for review by "Acceptance or Dispute". When the review result is "Refund the buyer", Tripcan will cancel the order and refund the payments for the order after deducting the transaction processing fee.
In order to maintain the fairness of the review system, both users/sellers can submit proof content for disputed orders, and the relevant proof content will affect the review results. For details, please see the list of items in the “Transaction Dispute Resolution Policy”.
The buyer can cancel the order any time before the buyer pay for the order, once the payment is paid, the order can only be cancelled with seller’s consent.
Seller users can choose the "Withdraw Balance" function in the "TripCan Wallet" section.
After filling in the withdrawal amount, TripCan will automatically calculate and deduct 1.5% + 16 USD of the total withdrawal amount as a handling fee, and then transfer the actual amount to the user who applied.
Sellers can apply for a withdrawal in USD at any time, and once the platform confirms that the account balance is correct, it will make a payment. The payment in USD will be credited approximately 10 to 14 business days after the transfer.
TripCan will automatically calculate and deduct a withdrawal fee of 1.5% + 16 USD from the total withdrawal amount, and then transfer the actual amount to the applicant. The maximum limit for a single withdrawal is 5000 USD.
You must understand the relevant tax regulations and fees in your location and declare your income truthfully to avoid breaking the law.
If your product is removed or deleted, it may be due to a violation of the Tripcan platform specifications or the product is a prohibited or restricted product, please refer the “Tripcan prohibited and restricted product trading policy”.
Tripcan sincerely hopes that the products of each seller can meet the expectations of each buyer, such as unacceptable situations due to problems in the delivery process or insufficient communication with the seller before purchase, as well as defective/damaged products that have arrived, Inconsistent with the description before purchase...etc. The main reasons for buyers to report product problems are as follows:
Buyer did not receive the product.
The product does not match the purchase specification.
Damaged product (external)
Part of the product function is unusable.
Product defects
Others
* Please reply to the buyers who bought your products with a sincere and responsible attitude.
If the account does not comply with the Terms of Service, Tripcan will take the following actions to the member account
Suspended for three days: If the user violates the provisions of the Terms of Service for the first time, or is not a major violation, Tripcan will suspend the account for three days.
Permanent suspended: If the user violates the Terms of Service of the platform, Tripcan will suspend the account permanently.
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