Payment Questions

If an item is canceled, does Taobao FOCUS return the money for this item?
If one or more items in your order are canceled, this amount is automatically transferred to the second payment. Also, if you add new items to your order, you will use this money and any difference will be transferred to the second payment (if amount is less than for canceled item, then it will be subtracted, if more – you will need to pay additionally in the second payment).

If I add the item to my order and it exceeds the cost of the cancelled one, how to pay the difference?
If needed, we will ask you to make an additional payment, thus you will see all the payment details. Otherwise, any difference is transferred to the second payment, and you will pay all together with payment for delivery.

I have received a message from Taobao FOCUS that money was refunded, but I do not see it in my account. Why? Where is my money?
Receiving money in your account may take from several minutes to several days depending on the type of payment you have used in your Paypal account.
When paying by Paypal, money may be returned directly to your Paypal account or to your bank account or credit card if you have made a direct payment.
Therefore, you should check all accounts. Also, the transaction may be shown as of the date when the payment initially has been made (as this is a refund, not a new payment).

To pay my order at Taobao FOCUS, in which currency can I pay? What is the exchange rate?
All payments are made in U.S. dollars at the following rate: 1RMB = 0.153USD.
The exchange rate may change without prior notice, depending on the state of foreign currency exchange market.

How to pay? How long does it take to confirm payment and start order processing?
More information is available here: Make Payment for Order

How to transfer money from one order to another?
Money cannot be transferred between orders. If after shipping of your parcel, there is still money remaining in your order, it will be transferred to your account, then you can use money for payment of your other orders.

I still have money remaining in my order, how to withdraw it?
To request a refund, you should contact Online Support.

While paying by Western Union, the operator asks for city and the address of recipient. What to write?
For payment by Western Union you do not need to provide the city or address. You only need to write the correct name and country – this information you can see on the page while recharging your account. If you are still required to fill in the information, you can write the data up to you.