What ACBuy has not said about a parcel returned before departure
Declaration and packing lines, AC Care, coupons, the storage clock: each gap with the closest wording ACBuy has published and a question that gets a checkable answer.
The gaps, with the nearest sentence ACBuy has published
Each card below is something a buyer reasonably wants to know after a return at export and that no ACBuy article answers. We read the doc centre and the English help centre on 16 October 2026; if ACBuy publishes an answer later, the card moves to the ledger with a link.
The diagram places each gap on the parcel's own timeline, from the quote you pay at submission to the moment the goods are back on the shelf; the cards underneath give the closest wording ACBuy has published.
Not statedCustoms and Declaration Fee
Its own line on the quote (10 to 30 CNY per parcel). Both return articles say “shipping cost” or “shipping fee” and do not say whether this line is included.
Not statedWarehouse Packing Fee
8 CNY per parcel on the 16 October quotes, again a separate line, again not mentioned.
Not statedAC Care
Refunded if you cancel before the parcel leaves the warehouse; not refunded for international parcel returns. A parcel stopped by Chinese customs fits neither sentence.
Not statedShipping coupon
One per package, applied at submission. No article says whether it is restored.
Not statedRehearsal and detail photos
Services already delivered before submission. No article links them to a return.
Not statedStorage clock
Free storage counts from the Stored date. Whether a restock resets it is not stated.
Not statedReturn time and reason
“Cannot be guaranteed” and “usually not provided” are the only wording.
Questions to paste into the chat window
Customer service is the only route ACBuy offers for anything its articles leave open, and a specific question is easier to settle in one reply. The five below are written so that each one has a yes, no or number answer. Replace the brackets with your own details.
Ask them in writing and keep the replies. If the answer to the first question is “freight only”, the ledger's not-stated total becomes a written loss for those lines, and you will know before you pay for the second attempt rather than after.
- My parcel [AP code] was returned by Chinese customs and has reached the warehouse. Which of these lines were refunded to my wallet: the freight, the Customs and Declaration Fee, the Warehouse Packing Fee?
- I bought AC Care for this parcel. Is the AC Care fee refunded, kept for the next shipment, or not refunded?
- I used a shipping coupon on this parcel. Has it been restored to my account?
- My items were restocked on [date]. Does their free storage period continue from the original Stored date or start again?
- Is there any reason recorded for the return, even a general one?
The three attachments that shorten the conversation
Three things make the conversation short. The parcel's AP code, which ACBuy's own claim instructions ask for first and which appears in your parcel details. A screenshot of the original quote or payment breakdown, so the agent can see which lines were separate. And the station message about the restock, with its date.
ACBuy staffs customer service from 09:00 to 18:00, Beijing time; outside those hours, a message in the account inbox waits for the next shift. ACBuy's help centre lists [email protected] for email. The help page has the contact routes and the words you will see in replies.
How these documents were read
We read ACBuy's doc centre in English, the language its help-centre articles are written in, on 16 October 2026. The doc centre also exists in Spanish, French, Polish, German, Italian and Portuguese; where a version differs, we say so on the page that uses it, as with the warehouse city. Quotes are reproduced with ACBuy's spelling and capitalisation.
Why not just assume the fees come back?
Because the quote shows them as separate lines and the articles do not mention them. An assumption is fine for planning; for money, get it in writing.
Will ACBuy answer these questions?
We cannot promise it. The questions are worded so that any answer, including “we do not refund that”, settles the line.
