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Claims & After-Sales 5 min read
How to Organize a Refund Request, Complaint, or Lost-Item Follow-Up in China
What evidence Chinese platforms and merchants require, how we draft your Mandarin claim statement, and what requires extended follow-up.
Typical Traveler Situation
“I left my earphones in a hotel / received the wrong item, and the customer service window is entirely in Chinese.”
Step 1: What You Can Try Yourself Right Now (Free)
- 1 Save all original screenshots immediately: order number, payment timestamp, item/room photos, and any chat history.
- 2 Check the platform’s statutory or stated refund window (for example, train ticket change rules or platform dispute timers).
- 3 State your request clearly in three parts: (1) Order/Room ID & time, (2) Objective issue with photo proof, (3) Specific resolution requested.
Step 2: When to Hand It to China Trip Ally
Still stuck or need a Mandarin phone call?
Send us your timeline and screenshots. Under our $10 base scope, we explain the merchant’s policy, organize your facts, and draft a clear Mandarin claim statement. If you need multi-round phone follow-up or domestic shipping coordination, we quote that clearly beforehand.
Scope & Pricing Boundary: Rule explanation & Chinese statement drafting are in the $10 base scope. Multi-round phone negotiation is quoted per item; third-party outcomes cannot be guaranteed.