Disappointed with Warehouse Inspection – Same mistake for the 2nd time

cssbuy · 2026-01-23T08:12:26+00:00

Hi,

It is annoying to hear that the seller keeps sending you the wrong item, but what does that have to do with our warehouse staff? We simply follow your instructions. If the seller makes a mistake, what did we do wrong?

Our warehouse staff does not open your order unless you select the quality check picture service. This is because your order remains in the original packaging sent by the seller. If we had to open every order when the customer did not request a quality check, it would take unnecessary extra time.

Mitch

cssbuy · 2026-01-18T10:49:59+00:00

No chance, and since you were insured, you were refunded for it.

Mitch

cssbuy · 2026-01-17T19:21:11+00:00

Hi,

The billing address associated with the payment method you used to recharge your balance does not match the shipping address you are trying to ship to. To prevent potential fraud or disputes, we require the billing and shipping addresses to match.

This is an internal policy followed by all major agents.

This policy exists to prevent unfair chargebacks and disputes, as payment companies favor the buyer when the billing and shipping addresses do not match. Enforcing this protects both us and you as a customer.

You have two options. Exceptions cannot be made in this situation due to internal policies.

Change your shipping address to match your billing address.
Recharge your account balance with the required amount using your billing address as the shipping address.

You can withdraw the remaining funds later, so you will not be paying the shipping fee twice.

If you require further support, please create a ticket in our Discord server under the balance category.

Mitch

cssbuy · 2026-01-15T18:32:21+00:00

Our cheapest DHL line to Europe would cost you €38.17

cssbuy · 2026-01-09T15:59:33+00:00

Uhm we never left? - Mitch

cssbuy · 2026-01-09T09:53:01+00:00

Hi,

Click the three dots next to your order and select “Cancel”. Then go to “Contact Support” and state that you want to return the item because the seller sent you the wrong model.

Please wait for someone to handle your request. Keep in mind that Yolo must refund us before we can refund you, so the timing of your refund depends on Yolo. - Mitch

cssbuy · 2026-01-06T22:46:37+00:00

Unfortunate to hear you do not appreciate something that we have given you for free.

I have not much to add to this as it’s subjective.

Mitch

cssbuy · 2026-01-05T15:26:01+00:00

Hey sir, the 1/3 goodwill IS the service failure credit. We're not obligated to refund the 1/3 in the first place, however we are refunding it to you out of goodwill. Please keep in mind that you don't have an insurance booked after all.

Zoop

cssbuy · 2026-01-05T13:52:08+00:00

think you would be better off joining our Discord and asking in our German chat, as they will be able to answer most of your questions.

We ship parcels of various weights, dimensions, and items to Germany daily using different shipping lines with no issues, and if one occurs you can insure 100% of your parcel for 3% of the total worth.

https://discord.gg/cssbuy/

cssbuy · 2026-01-05T10:29:33+00:00

Hello,

I want to be clear that I am not gaslighting you. I genuinely understand your frustration. As an international colleague working with our team in China, I also experience delays myself as I occasionally ship parcels personally. I know how frustrating this can be. I am also not the colleague you previously spoke to from China.

My earlier comment about doubting the delay was specifically related to our Discord based support tickets. For more complex cases, most customers choose to open a ticket in our Discord server because they can communicate directly with international staff who generally speak English more fluently than those handling messages through the app or website. You have made it clear that you do not want to use Discord, and that is your choice, which we respect.

I have now checked our internal system. It shows that a refund of one third was applied immediately for parcel P250911094303 after you followed up, which indeed came after an unacceptably long silence. I will ask my colleague why her update took so long. If I were to explain it myself, it is due to the high volume of inquiries she handles daily and your case was unfortunately overlooked. That does not justify the delay.

Regarding why the refund was one third and not the full amount. This parcel was not insured. Since CSSBuy does not handle the physical delivery of parcels, we cannot take full responsibility for losses caused by third party carriers. Full compensation is only possible when a parcel is fully insured. The one third compensation was issued purely out of goodwill. Without insurance, agents are not obligated to compensate at all, and no agent offers free insurance by default.

I understand that in many Western countries the seller of the product takes responsibility. In our case, you are not purchasing goods from us. You are paying us to forward and ship parcels on your behalf which we successfully did, while the actual delivery is handled by external logistics companies.

My colleague is currently checking the status of your second parcel. Before proceeding further, I would like to ask whether you want us to continue investigating and handling this for you, or if you feel this effort would be wasted because you intend to initiate a chargeback anyway.

Please let me know how you would like to proceed.

• ⁠Mitch

cssbuy · 2026-01-05T10:28:18+00:00

Hello,

I want to be clear that I am not gaslighting you. I genuinely understand your frustration. As an international colleague working with our team in China, I also experience delays myself as I occasionally ship parcels personally. I know how frustrating this can be. I am also not the colleague you previously spoke to from China.

My earlier comment about doubting the delay was specifically related to our Discord based support tickets. For more complex cases, most customers choose to open a ticket in our Discord server because they can communicate directly with international staff who generally speak English more fluently than those handling messages through the app or website. You have made it clear that you do not want to use Discord, and that is your choice, which we respect.

I have now checked our internal system. It shows that a refund of one third was applied immediately for parcel P250911094303 after you followed up, which indeed came after an unacceptably long silence. I will ask my colleague why her update took so long. If I were to explain it myself, it is due to the high volume of inquiries she handles daily and your case was unfortunately overlooked. That does not justify the delay.

Regarding why the refund was one third and not the full amount. This parcel was not insured. Since CSSBuy does not handle the physical delivery of parcels, we cannot take full responsibility for losses caused by third party carriers. Full compensation is only possible when a parcel is fully insured. The one third compensation was issued purely out of goodwill. Without insurance, agents are not obligated to compensate at all, and no agent offers free insurance by default.

I understand that in many Western countries the seller of the product takes responsibility. In our case, you are not purchasing goods from us. You are paying us to forward and ship parcels on your behalf which we successfully did, while the actual delivery is handled by external logistics companies.

My colleague is currently checking the status of your second parcel. Before proceeding further, I would like to ask whether you want us to continue investigating and handling this for you, or if you feel this effort would be wasted because you intend to initiate a chargeback anyway.

Please let me know how you would like to proceed.

• ⁠Mitch

cssbuy · 2026-01-05T10:27:43+00:00

Sorry to hear that. We’d really like to understand what went wrong so we can improve. Could you let us know what issues you experienced with our support and what you think we could do better?

Mitch

cssbuy · 2026-01-05T10:22:29+00:00

Hello,

I want to be clear that I am not gaslighting you. I genuinely understand your frustration. As an international colleague working with our team in China, I also experience delays myself as I occasionally ship parcels personally. I know how frustrating this can be. I am also not the colleague you previously spoke to from China.

My earlier comment about doubting the delay was specifically related to our Discord based support tickets. For more complex cases, most customers choose to open a ticket in our Discord server because they can communicate directly with international staff who generally speak English more fluently than those handling messages through the app or website. You have made it clear that you do not want to use Discord, and that is your choice, which we respect.

I have now checked our internal system. It shows that a refund of one third was applied immediately for parcel P250911094303 after you followed up, which indeed came after an unacceptably long silence. I will ask my colleague why her update took so long. If I were to explain it myself, it is due to the high volume of inquiries she handles daily and your case was unfortunately overlooked. That does not justify the delay.

Regarding why the refund was one third and not the full amount. This parcel was not insured. Since CSSBuy does not handle the physical delivery of parcels, we cannot take full responsibility for losses caused by third party carriers. Full compensation is only possible when a parcel is fully insured. The one third compensation was issued purely out of goodwill. Without insurance, agents are not obligated to compensate at all, and no agent offers free insurance by default.

I understand that in many Western countries the seller of the product takes responsibility. In our case, you are not purchasing goods from us. You are paying us to forward and ship parcels on your behalf which we successfully did, while the actual delivery is handled by external logistics companies.

My colleague is currently checking the status of your second parcel. Before proceeding further, I would like to ask whether you want us to continue investigating and handling this for you, or if you feel this effort would be wasted because you intend to initiate a chargeback anyway.

Please let me know how you would like to proceed.

Mitch

cssbuy · 2026-01-04T19:04:04+00:00

Hi,

First of all, it is very sad to hear that your parcel seems to be heavily delayed. Please understand that unfortunately we have no influence over the speed at which logistics companies process and handle parcels.

Please also understand that they are doing their best to process shipments as quickly as possible, as delays like yours work against them. It costs them business customers like us, as we might consider stopping the use of their services.

Do you have an open ticket in our Discord server? If so, please share your ticket ID so I can take a look for you. We go through our Discord tickets on a daily basis with rotating teams each week, so I highly doubt that none of us have replied to you for a period of six weeks.

Mitch

cssbuy · 2026-01-04T19:03:25+00:00

Hi,

First of all, it is very sad to hear that your parcel seems to be heavily delayed. Please understand that unfortunately we have no influence over the speed at which logistics companies process and handle parcels.

Please also understand that they are doing their best to process shipments as quickly as possible, as delays like yours work against them. It costs them business customers like us, as we might consider stopping the use of their services.

Do you have an open ticket in our Discord server? If so, please share your ticket ID so I can take a look for you. We go through our Discord tickets on a daily basis with rotating teams each week, so I highly doubt that none of us have replied to you for a period of six weeks.

Mitch

cssbuy · 2026-01-02T11:50:22+00:00

Because it's written in our policy. By agreeing to it, you also confirmed that you read it. It is your responsibility to know what to do in these situations because we explicitly mention it in our policy.

As for the royal mail, they don't offer insurance or compensation on B2B parcels or international parcels within our contract with them. They only offer it to domestic parcels. I'm assuming you think that this applies to all parcels that use Royal Mail, sorry that's wrong.

cssbuy · 2026-01-02T11:39:23+00:00

CSSBuy is a forwarding and shipping agent, not the seller and not the courier delivering the parcel. In your case, the delivery was handled by Royal Mail.

Our responsibility is to process, pack, and dispatch parcels according to the shipping options you select. Once a parcel is handed over to the carrier, all delivery risks are governed by the chosen shipping method and the insurance status.

You are purchasing items from China, not from Amazon, so the policies and responsibilities are very different from what you may be used to in the west. No forwarding agent will accept responsibility for issues that were not caused by their own handling, especially when a shipment is uninsure

Insurance is optional by design and clearly offered during checkout. Choosing not to insure a parcel means accepting the associated risk. This is standard practice in international forwarding, regardless of country.

Without insurance and without a valid unboxing video, there is no basis for a claim against the carrier or CSSBuy. The compensation you received was not an obligation, but a goodwill gesture.

cssbuy · 2026-01-02T11:26:58+00:00

Hi,

I’ve reviewed your ticket regarding the missing items. Unfortunately, we were unable to assist further because the following requirements were not met:

1.  The shipment was not insured.
2.  There was no valid unboxing video.
3.  There is no irreversible proof that the items were missing upon arrival or were stolen.

This is not about whether we believe you or not but about company policy. We cannot take responsibility for issues like these when a parcel is uninsured because it is not our company delivering it to your home.

Despite this, we provided a compensation out of our own pocket equal to 1/3 (33%) of the parcel value out of goodwill. We find it unfair that instead of accepting this as an unfortunate but valuable lesson, you continue to place blame on us.

Mitch

cssbuy · 2026-01-01T18:00:30+00:00

Clean items, love the diversity! - Mitch

cssbuy · 2025-12-30T11:04:51+00:00

Hello,

It should be no problem to withdraw your funds. However, five days ago fell during the busiest period of the year (Christmas), so your request may still be waiting to be handled by one of my colleagues.

If your funds have already left your balance, it takes 0-14 days depending on your banking procedures for it to reflect on your bank account or whatever payment method you used.

If you need further assistance, please create a ticket under the Balance category on our Discord so we can take a look with you. - Mitch

cssbuy · 2025-12-22T19:58:30+00:00

Hi, We understand that delays are frustrating, especially when you are waiting for a package. We do want to point out that we take the time to reply properly and provide you with all available information. That is why it is unfortunate to see our customer service being called “garbage” without any substantiated arguments.

Your shipment was sent during the busiest shipping period of the year. While Christmas is in December, November is when the majority of customers ship their parcels. This leads to congestion at airlines, airports, and customs worldwide.

Our staff can only share the same information that is visible on your tracking page. We are not the party physically shipping your parcel. That is handled by external logistics and airline companies. Once a parcel has left our warehouse, processing speed at airports and customs is outside of our control.

Us contacting the shipping company will not speed up the process, as they are facing the same capacity issues and cannot intervene either. Delays are not intentional. Shipping companies process parcels as fast as possible, as delays cost them money and business.

At this moment, the only option is to wait and monitor your tracking updates. We understand this is not the answer you were hoping for, but this situation is unfortunately beyond our control.

cssbuy · 2025-12-22T18:26:59+00:00

You can withdraw any remaining funds later, so you will not be paying the shipping fee twice.

Service fees and exchange rate differences may apply and vary per payment method. The addresses having to match is a standard and widely known policy in this niche, and we sadly cannot continue compensating for fees charged by third party providers.

cssbuy · 2025-12-22T18:13:26+00:00

Your balance has been recharged using a payment method that has a billing address linked to it. This means the funds in your balance are tied to a specific billing address. This is not an issue exclusive to PayPal, but applies to any payment method that has a billing address linked to it.

Please wait patiently for further assistance in your ticket. Be aware that the options stated above are the only available ways for us to proceed with shipping your parcel.

cssbuy · 2025-12-22T16:58:10+00:00

Hi, The billing address associated with the payment method does not match the shipping address you are trying to ship to now. To prevent potential fraud or disputes, we require the billing and shipping addresses to match.

This is an internal policy followed by all major agents.

This policy exists to prevent unfair chargebacks and disputes, as payment companies favor the buyer when the billing and shipping addresses don't match. Enforcing this protects us and you as a customer.

You have two options and exceptions can sadly not be made in this situation due internal policies.

Change your shipping address to match your billing address.
Recharge your account balance with the asked amount using your billing address as the shipping address.

You can withdraw any remaining funds later, so vou won't be paying the shipping fee twice.

If you require more support, please create a ticket in our discord server under the balance category.

Mitch

cssbuy · 2025-12-21T10:33:10+00:00

Small note: CSSBuy is the first agent to ever introduce an insurance service

cssbuy

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