"Bought a ticket for sending hangings, filled in the address but won't send it. Called to say that it should be paid upon arrival. How do I exercise my rights?"

You purchased a send-your-gift ticket with an address, but the seller didn’t ship it after filling in your info. When you called to ask why, they said it was “to be paid” (到付). Here’s how you can seek redress:

  1. Check the platform rules: Revisit the e-commerce website or app where you made the purchase and review their policies on sending gifts.
  2. Understand what “到付” means: Although this phrase is often used for pre-orders, in your case, it might mean that the seller requires payment upon delivery. Demand clarity from the sender to determine if that’s indeed the situation.
  3. Request a refund or remake: Ask the seller about options to either receive the item as promised (if they can still obtain and ship it) or offer a full or partial refund since their initial failure to fulfill your order.
  4. File a complaint with Customer Service: Reach out to the e-commerce platform’s customer service department, providing detailed information about what happened:
    • The ticket you purchased
    • The address filled in
    • The seller’s lack of shipping and their justification (“到付”)
      Demand an investigation into this matter and seek resolution according to the website’s policies.
  5. Document everything: Keep records of all communications with the seller, including dates, times, and details of conversations or chat logs (if available). This will help support your claim if necessary.

Remember to stay calm and assertive in your interactions. Good luck resolving this issue!