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SHIPPING & DELIVERY Articles

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PAYMENTS, REFUNDS & RETURNS Articles

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SELLER — ONBOARDING & LISTINGS FOR SELLERS

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KINGSTON EXPRESS DISPATCHMENT PROGRAM FOR SELLERS

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Frequently Asked Questions

Orders

  • Are deliveries verified?

    Yes, delivery confirmation is reviewed.

  • Should I contact the seller if my order is marked delivered but not received?

    Contact the platform through the order page.

  • What should I do if my order is marked delivered but not received?

    Check around your address and with neighbors.

  • Does dispatchment reduce damage risk?

    Yes, standardized packing helps prevent damage.

  • Will I get a refund or replacement?

    It depends on the damage claim review.

  • What should I do if my order arrives damaged?

    Report the damage with photos as soon as possible.

  • Are dispatchment orders verified before shipping?

    Yes, DBKE verifies all shipments.

  • Can partial refunds be issued?

    Yes, for missing items.

  • What if an item is missing from my order?

    Report it through the order issue section.

  • Who covers return shipping?

    It depends on the responsibility review.

  • Will I need to return the wrong item?

    Sometimes, depending on the resolution.

  • What should I do if I received the wrong item?

    Report the issue through your order page.

  • What if I made a mistake?

    Cancel and reorder if cancellation is available.

  • Can I change my delivery address?

    Yes, if the order has not shipped yet.

  • Can I change items after ordering?

    No, orders cannot be modified once placed.

  • Will I be refunded after cancellation?

    Yes, if the cancellation is successful.

  • How do I cancel an order?

    Use the cancellation option in your order details.

  • Can I cancel my order anytime?

    Only before the order is shipped.

  • Does dispatchment reduce late deliveries?

    Yes, centralized handling improves reliability.

  • Can late deliveries be refunded?

    Refunds depend on the reason for delay.

  • What should I do if my order is late?

    Check tracking and the delivery estimate first.

  • What should I do if my order is late?

    Check tracking and the delivery estimate first.

  • Should I contact support immediately?

    Wait until the estimated delivery window passes.

  • Should I contact support immediately?

    Wait until the estimated delivery window passes.

  • Do international orders take longer?

    Yes, due to customs and distance.

  • Are delivery dates guaranteed?

    No, they are estimated only.

  • What does “Delivered” mean?

    The order has been marked as delivered.

  • What does “Shipped” mean?

    Your order is on the way to you.

  • What does “Processing” mean?

    Your order is being prepared.

  • Can I track an order without an order number?

    No, an order number is required.

  • Do I need my order number for support?

    Yes, it helps support locate your order quickly.

  • Where can I find my order number?

    In your order confirmation email and your account.

  • Why hasn’t my tracking updated yet?

    Tracking updates only at key checkpoints.

  • When does tracking start?

    After your order has been shipped.

  • Where can I track my order?

    In your account under “My Orders.”

Shipping & Delivery

  • Where can I see delivery estimates?

    On product pages and your order details.

  • Do international orders take longer?

    Yes, due to customs and distance.

  • Are delivery times guaranteed?

    No, they are estimates.

  • Can buyers choose?

    Yes, if multiple options are offered.

  • Which is more reliable?

    Courier and DBKE offer better tracking.

  • What’s the difference?

    Local delivery is seller-managed; courier uses third-party carriers.

  • Does shipping method affect speed?

    Yes, courier and dispatchment are typically faster.

  • Can sellers choose their method?

    Yes, unless items are DBKE.

  • What shipping options are available?

    Local delivery, courier shipping, and dispatchment.

Refund & Exchange

  • How long does it take to get the Refund?

    Once we receive your return, please allow us 3-5 business days for your refund to process. Refund amount will be automatically debited to the same form of payment originally used for purchase.

  • How do I track my Refund?

    To track the status of your refund, kindly refer to your confirmation email that you have received from us.

  • What is your Refund & Exchange Policy?

    You can ask for a refund within 30 days of your purchase. Returned items must be in the exact same condition as they were received.

Support & Escalation

  • Can all stalled cases be escalated?

    Only if timelines are clearly exceeded.

  • Should I open a new ticket if a case stalls?

    No, follow up on the existing case.

  • When is a case considered stalled?

    When it exceeds standard service timelines.

  • Does priority handling guarantee a refund?

    No, only faster assessment.

  • Am I responsible for DBKE delivery issues?

    No, delivery is managed by Kingston Express.

  • Do DBKE cases get priority?

    Yes, because verified logs allow faster review.

  • Can I escalate completed deliveries?

    Not if delivery is verified and confirmed.

  • Can I escalate negative reviews?

    Only if they violate community rules.

  • Can I escalate if I disagree with policy?

    No, policies are non-negotiable.

  • Should I contact the buyer during escalation?

    No, communication should stay on-platform.

  • Can I escalate without new evidence?

    Usually no.

  • What do I need to escalate an issue?

    Case reference and a valid reason (new evidence or errors).

  • Does escalation speed up resolution?

    Not always; it may add time for accuracy.

  • When is escalation appropriate?

    When there is missing information or errors in review.

  • Does escalation guarantee a different outcome?

    No, it ensures accuracy, not preference.

  • Does no update mean no progress?

    No, reviews happen in the background.

  • How long should I wait before following up?

    Wait until the stated support timeframe passes.

  • What does “Under Review” mean?

    Your case is being evaluated.

  • Can I open multiple tickets for one issue?

    No, it slows the resolution.

  • Should I upload screenshots?

    Yes, if they help clarify the issue.

  • What information should I include?

    Order number, a clear description, and relevant screenshots or files.

  • Will contacting support speed things up?

    Only when action is required; contacting too early may slow the process.

  • When should I contact support?

    When there is a confirmed error, security issue, or stalled case.

  • Should I contact support immediately for any issue?

    No, many issues resolve automatically within the expected timeframe.

Disputes & Protection

  • Should I contact the buyer during a chargeback?

    No, let the bank process it.

  • Do chargebacks harm my account?

    Not automatically; patterns matter.

  • Is a chargeback the same as a dispute?

    No, chargebacks come from the buyer’s bank.

  • Can I appeal emotionally unfair outcomes?

    Appeals must be evidence-based.

  • Does appealing guarantee reversal?

    No, appeals are not guaranteed.

  • Can I appeal every dispute?

    No, appeals require new evidence or clear errors.

  • Does DBKE eliminate all disputes?

    No, listing accuracy is still seller responsibility.

  • Are seller-managed deliveries riskier?

    Yes, sellers must provide delivery proof.

  • Am I responsible for DBKE delivery issues?

    No, DBKE handles delivery.

  • Should I respond to negative reviews?

    Yes, professionally.

  • Can buyers leave reviews during disputes?

    Yes, but must follow rules.

  • Do disputes affect ratings automatically?

    No, ratings depend on verified responsibility.

  • Does losing one dispute hurt my account?

    No, patterns matter more than one case.

  • Are partial refunds possible?

    Yes, especially for multi-item orders.

  • Can a dispute end without a refund?

    Yes, depending on findings.

  • Does no update mean nothing is happening?

    No, progress continues in the backend.

  • What does “Under Review” mean?

    The team is evaluating the case.

  • How long do disputes take?

    Usually a few business days.

  • Do emotional explanations help?

    No. Only factual evidence matters.

  • Do emotional explanations help?

    No. Only factual evidence matters.

  • What evidence helps most?

    Delivery proof, product listing accuracy, order details.

  • Do I need to upload evidence every time?

    No, many disputes use platform-verified logs.

  • Can I speed up review?

    No, the process must follow verification steps.

  • Will I always need to respond?

    No, some disputes are auto-resolved.

  • How are decisions made?

    Based on records and evidence, not emotion.

  • Do delivery disputes affect all sellers equally?

    No, responsibility depends on delivery method.

  • What are the most common dispute types?

    Item not received, damaged items, or incorrect product.

  • Are all disputes treated the same?

    No, each type follows different rules.

  • Should I refund immediately?

    No, wait for the dispute review unless instructed.

  • Are funds taken immediately?

    No, they may be temporarily held.

  • Does a dispute mean I did something wrong?

    No, it is just a formal review.

Dispatchment (DBKE)

  • How long does restocking take?

    After verification at the center.

  • Is there a minimum?

    Sometimes.

  • How do I restock?

    Send additional inventory per DBKE rules.

  • Do stockouts affect performance?

    Yes.

  • What happens when stock runs out?

    Listings may be paused.

  • Are restricted items allowed?

    No.

  • Are sellers responsible for accuracy?

    Yes.

  • Can mixed items be sent in one box?

    Yes, if correctly labeled.

  • When does DBKE start?

    After inventory is verified.

  • Do products need approval?

    Yes.

  • Can I enroll only some items?

    Yes.

  • Does DBKE support international shipping?

    Yes.

  • Is DBKE optional?

    Yes.

  • What does “Dispatched by Kingston Express” mean?

    Kingston Express stores, packs, and ships products for sellers.

Payments & Refunds

  • When to contact support?

    If both charges complete.

  • How long do holds last?

    1–5 business days.

  • Was I charged twice?

    Often one is temporary.

  • Should I contact support?

    Only if issues persist.

  • Should I contact support?

    Only if issues persist.

  • Do errors affect orders?

    No, order is created only if successful.

  • What to do when checkout errors appear?

    Refresh or retry.

  • Should I retry?

    Yes.

  • Was I charged?

    No if payment failed.

  • Why was my payment declined?

    Bank or card errors.

  • What happens on refund?

    Returned to original source.

  • Do they expire?

    Expiry varies.

  • Can I pay fully with points or gift cards?

    Yes.

  • Are international payments supported?

    Yes.

  • Can I combine payment methods?

    Yes.

  • What payment methods are available?

    Cards, wallet, points, gift cards.

Account & Security

  • Why are some fields locked?

    Security protection.

  • What if account is compromised?

    Reset password and notify support.

  • How do I secure my account?

    Use strong passwords and other security measures available, for example, “two-factor authentication.” 

  • Can support reset my password?

    No.

  • Why no reset email?

    Check spam or confirm email.

  • How to reset password?

    Use “Forgot Password.”

  • Is login required to order?

    No, however you will receive an email with login details so you can manage your order.

  • Can I log in on multiple devices?

    Yes, but may trigger checks.

  • Why can’t I log in?

    Incorrect credentials or security locks.

International Selling

  • Can times change?

    Yes.

  • Why longer?

    Customs and distance.

  • Are delivery times guaranteed?

    No.

  • Does it affect local orders?

    No.

  • Can I choose countries?

    Yes.

  • How to enable?

    Through shipping settings.

  • Does DBKE support international delivery?

    Yes.

  • Is it optional?

    Yes.

  • Can all sellers sell internationally?

    Yes, if eligible.

Seller Growth & Optimization

  • Does stock affect ranking?

    Yes.

  • Do keywords matter?

    Yes.

  • How does ranking work?

    Based on relevance and performance.

  • Do new sellers get visibility?

    Yes.

  • Does dispatchment help?

    Yes.

  • How to increase sales fast?

    Improve listings and delivery.

Policies & Compliance

  • Are restricted items allowed in DBKE?

    No.

  • Do restrictions vary by country?

    Yes.

  • Where to check restrictions?

    Restricted Items Page.

  • Who handles compliance?

    Sellers.

  • Does DBKE remove responsibility?

    No.

  • What are sellers responsible for?

    Listings, compliance, fulfillment.

  • Can rules change?

    Yes.

  • Do they apply to all sellers?

    Yes.

  • Where to find rules?

    Policies & Compliance section.

Seller Legal Overview

  • What buyer data can sellers access?

    Only what’s required to fulfill orders.

  • Can re-verification happen?

    Yes.

  • Why KYC?

    For safety and legal compliance.

  • Who handles international compliance?

    Sellers.

  • Does DBKE change liability?

    No.

  • Are sellers responsible for compliance?

    Yes.

  • Can listings be removed?

    Yes.

  • Who do sellers sell to?

    Directly to buyers.

  • Who can sell?

    Eligible individuals or businesses.

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