Help for a GuaBase order that has stalled or confused you
Find your problem by the stage the order is in, look up any word on the screen, or read the points new buyers raise most.
Help sorted by where the order is stuck
Need help with an order? Start from the status on your screen, not from the problem in your head. The table points each common situation to the page here that explains it and to the official GuaBase article that governs it.
| What you see | Read here | Official article |
|---|---|---|
| Pending, or a request to pay a price difference | Handoff one | Payments & Refunds |
| Partially Arrived for several days | Handoff two | Order Status Guide |
| Warehouse photos show a fault, or QC Failed | Handoff three | How It Works |
| Not sure what to put in one parcel | Handoff four | Fees & Pricing |
| Pending Payment and a higher quote than expected | Handoff five | Shipping & Delivery |
| Shipped but no tracking events | Handoff six | Shipping & Delivery |
| A login or payment you do not recognise | Contact GuaBase at once | Account & Security |
Only GuaBase can see or change your order. Its support works through on-site tickets, WhatsApp and [email protected], from 10:00 to 19:00 China time, and aims to answer within one business day. This site cannot act on orders; write to [email protected] only to report a mistake on these pages.
Glossary of GuaBase screens and buyer slang
Terms explained in the order you meet them. Status names are written exactly as GuaBase shows them.
- Shopping agent
- A buying service in China that orders from local sellers for you, collects the goods at its warehouse and forwards them abroad. GuaBase is one.
- Taobao, Tmall, 1688, Weidian
- Chinese marketplaces. Taobao is the broad one, Tmall carries brand and authorised stores, 1688 is wholesale, Weidian hosts small independent shops. GuaBase lists Taobao and Tmall as supported.
- Assisted purchasing
- GuaBase's name for a purchase request: you describe or link an item, the team reviews it and quotes before you pay.
- Item cost
- The price of the goods as confirmed at purchase.
- Domestic shipping
- The seller's charge to post the item to the warehouse inside China.
- Service fee
- GuaBase's purchasing fee: 5% of item cost, minimum CNY 15 per order.
- Pending
- Order created, payment not yet confirmed.
- Paid
- Payment received; an agent is reviewing the order.
- Purchasing
- The buyer is placing the order with the seller.
- Partially Arrived
- Some items are in the warehouse, others still in transit.
- Stored
- Everything arrived, passed the basic check and is shelved in your space. Ready for a parcel.
- Out of Stock
- An item-level status: the seller cannot supply it. Refunds are usually reviewed back to the original payment method.
- QC
- Quality check. At GuaBase, a free basic inspection of quantity, options and visible issues, with photos when useful.
- QC Failed
- An item arrived damaged or incorrect; GuaBase coordinates a return or exchange where possible.
- GL and RL
- Forum shorthand for green light (ship it) and red light (return it). Not used on GuaBase's screens.
- Warehouse inventory
- The list of your stored items available to put into a parcel.
- Consolidation
- Packing items from different sellers or orders into one parcel.
- Pending Packaging
- You submitted a parcel; staff are packing it. Shown with Wait for Weight Calc.
- Volumetric weight
- The box's three sides in centimetres multiplied together, then divided by 5000.
- Chargeable weight
- Whichever is heavier on paper, the scale reading or the volumetric figure. Freight is priced on it.
- Pending Payment
- The parcel is packed and weighed; the freight quote is waiting for you.
- SF International Express, SF International Economy
- GuaBase's two integrated lines, known in Chinese as 国际标快 and 国际特惠.
- Business days
- Weekdays, leaving out weekends, public holidays and the pickup day.
- Shipped
- The carrier has collected the parcel; tracking is in My Parcels.
- Delivered
- The carrier recorded delivery. The action asks you to confirm receipt.
- Adaptive Pricing
- A Stripe feature that can show the checkout total in your local currency.
Points frequently asked by first-time GuaBase buyers
The handoff pages each end with the questions that belong to their stage. These are the ones that come up before the first order.
Do I need a Chinese phone number or a Chinese bank card?
Sign-up asks for a name and email, or a Google account. Payment runs through Stripe Checkout in US dollars, so an ordinary international card is the expected route.
Can I use the site in Chinese?
Yes. GuaBase offers English and Simplified Chinese.
How long does a whole order take?
Adding GuaBase's own estimates gives roughly eight to fifteen business days with SF Express and ten to twenty-five with SF Economy, before any time you spend waiting to combine orders.
Can GuaBase buy from Weidian?
Weidian is not among the platforms GuaBase lists as supported. A purchase request is the way to ask; the team decides after review.
Does GuaBase confirm a product is genuine?
No. It says plainly that its inspection is not authentication, and that it cannot handle infringing products.
Is there a sign-up coupon?
None that GuaBase publishes. Its checkout text mentions a first-order service fee discount without saying how much; see the updates log.
Is this the official GuaBase site?
No. GuaBase Spreadsheet Relay is an independent guide. The official site is guabase.com.
