Sourcing in China? Tell us what went wrong.
A factory has gone quiet, a quote or sample does not match the listing, someone is pushing you to pay outside the platform, or you are not sure the company is real. Send us the details and our buyer-support team will take it from there — usually within one business day.
Tell us what happened
Required fields are marked with *. Links, screenshots and order IDs help us act faster. Never send passwords or full payment credentials.
Direct email
WeChat / WhatsApp
Send a photo of a business licence, a quote screenshot or a quick question:
We never collect payment over WeChat or WhatsApp. Pay only through the platform checkout.
Offices
- Hangzhou· Platform operations & buyer support
- Ningbo· Supply-cluster research & factory audits
- Shenzhen· Electronics sourcing & export support
Visits are by appointment only. Factory audits are arranged through the verification desk.
Factory owner?
If you want to claim and verify a listing, you do not need to email first — submit the business licence directly from the claim page.
Go to claim page →Common buyer questions
Quick answers before you write to us.
How do I check a factory is legitimate before paying?
Look for the verification badge on the listing and read what was checked — company registration, business licence and ownership. Before paying a deposit, make sure the company name and bank account match the licence, and keep the conversation on the platform so there is a record. If anything looks inconsistent, send us the listing link and we will review it.
Why are contact details locked on some profiles?
Unverified records are imported from public registries and are not confirmed by the factory. Publishing a phone number or website for an unclaimed record risks sending buyers to the wrong business, so contacts only appear after the owner claims the listing and completes verification.
A supplier wants payment outside the platform. What should I do?
Do not send money. Requests to pay a personal account, use crypto, or move the deal into a private chat are common warning signs. Report the listing with screenshots of the request, and pay only through the platform checkout so the order is recorded.
The factory stopped replying after I paid. Can you help?
Tell us right away with the factory name, listing or inquiry ID, payment date and what was agreed. We can review the listing, contact the supplier through our verification desk and flag the profile if it fails review. We cannot recover funds or provide legal advice — contact your bank or payment provider in parallel, especially if the payment was recent.
Do you take commission on orders?
No. We never buy, sell or broker goods, and we do not take a percentage of any order. The platform is funded by optional featured visibility plans purchased by suppliers.