The LitBuy after-sales ticket: what to attach and when
The second report, after the local carrier. Where to file it, the limits written out in plain words, a six-line message LitBuy can act on, and the exclusions that end claims before they start.
Where a LitBuy after-sales request goes
LitBuy's article sends you to two places once the evidence is collected: Customer Service, or a support ticket, both after you log in to the LitBuy website. The app has its own chat. Returns and general questions can also go to [email protected], which LitBuy's returns and shipping policies name.
LitBuy does not publish customer-service hours anywhere we could find. The published hours belong to buying (09:00 to 18:00, UTC+8) and priority packing (10:00 to 19:00, Beijing time). If you file late in the evening in Europe, expect the reply to start when the working day in Xiamen does. Whichever channel you use, keep one thread per parcel: a second ticket about the same box splits the evidence between two agents.
The time limits, written out
Three rules, straight from LitBuy's table. Damage, wrong items, missing items and quality problems: within 7 days, counted from the day after the tracking shows Delivered. A Delivered parcel you never received: the same. No tracking updates or a parcel suspected lost: within 60 days, counted from the most recent tracking scan.
Other LitBuy pages are shorter or differently worded. The footer shipping policy says to contact LitBuy within 7 days of the delivery date or expected delivery date. The insurance page excludes claims with no inquiry within 7 days after delivery or 45 days after shipment. The seal label says 7 calendar days after delivery. LitBuy's July article governs, but the safe habit is the same everywhere: file early and you never have to argue which page applies.
Writing the ticket message
Agents read hundreds of tickets. Make yours easy to act on: the parcel number and the K numbers involved, the date and time of the Delivered scan, what is wrong in one sentence, the carrier's case number, and a numbered list of attachments. Plain sentences, no adjectives, no threats.
Name the files the way you list them: 01-video-unboxing, 02-seal, 03-label, 04-six-sides, 05-scale and so on. If the upload rejects a large video, ask in the same ticket how to send it rather than trimming it; a trimmed file is an edited file. The shot-list stepper builds most of this list for you.
What LitBuy does with a claim
For damage or loss, LitBuy's insurance page says compensation follows the LITBUY Insurance Compensation Standards, based on the actual condition of the parcel, with the timeliness period counted from the date the parcel left the warehouse. Approved amounts are refunded to your LitBuy account balance after customer service verifies the case.
The standards themselves are not public, so nobody outside LitBuy can tell you what a given claim pays. Delays are a separate matter: LitBuy's page says most major couriers publish no delay compensation, so it offers none. LitBuy also sorts lines into self-operated and others; on self-operated lines its own after-sales standard applies, on the rest it claims from the carrier for you.
The exclusions LitBuy lists
LitBuy's insurance page names the cases it will not compensate: force majeure such as war or natural disasters; a customer who fails to provide the necessary evidence; a request past the deadline; a parcel stolen or lost after delivery for reasons beyond LitBuy's control; non-insurable, prohibited or restricted goods, or goods confiscated by authorities; and damage from the customer's own negligence or from issues inherent to the product.
Two of those six are about you, not the parcel: missing evidence and missed deadlines. The receipt notes add that fragile items are eligible for loss claims only, not damage claims. Know that before you file a damage claim for a cracked bottle.
Sending something back is a separate path
A damage claim and a return are different requests. LitBuy's Returns and Exchanges policy says you must contact customer support and get return approval before sending anything back, that unapproved returns may be refused or not refunded, and that items must be unused, undamaged and complete with packaging, labels and accessories.
Two practical traps: never post items to the sender address printed on the box, because LitBuy gives the correct return address only after approval; and expect to pay return shipping unless the problem is LitBuy's error or a confirmed product issue. Refunds arrive only after the returned item is received and inspected.
Refunds and compensation land in different places
LitBuy's refund terms say refunds go exclusively to the original payment method: not to cash, not to another card, not to a third party's PayPal. After LitBuy approves and inspects, it allows 3 to 7 business days, and banks or payment providers take another 5 to 10 business days to post the money.
Compensation for a damaged or lost parcel is different: it goes to your LitBuy balance, as do cancelled items. If you need the money outside LitBuy, ask in the ticket which path your case takes, before you accept a resolution.
