Home Frequently Asked Questions

Frequently Asked Questions

1. How do I pay for an order?

To pay for your order on Ultrafire, follow the steps below:

1) Select the order and click the "Pay Now" button

2) Choose your preferred payment method on the checkout page

  

2. How does Ultrafire protect my payments?

For Buyers

Pay securely with your credit card without exposing your details.When paying online, your details are protected by VeriSign SSL encryption (the highest level of protection commercially available).

For Suppliers

We verifies the credit card details for every transaction. You will only be asked to ship the order after we confirm payment is received.

  

3.How do I cancel an order?

Sign in your Ultrafire account, proceed to order page, click cancel the order

 

4. How do I track my order?

After the supplier ships your order, a tracking number will appear. You can track your order on shipping company's website with the tracking number provided. Log in your Ultrafire account and see the tracking details in transactions.It may take 48 to 72 hours for the tracking information to be updated by the shipping company and sometimes tracking numbers may change. If after 3 days you cannot get the tracking information of your order, please contact your supplier for more information.

 

5. How do I make a refund request?

1) While most issues can be handled successfully through basic open dialogue with the supplier, after all both parties greatly benefit from a favorable business relationship, sometimes certain situations must be escalated into more formal requests.

2) By opening a dispute, buyers are officially stating they are dissatisfied with some aspects of their orders and want the supplier to take immediate action to remedy the situation.

3) An Open Dispute is made if:

- Goods are not received (confirming date varies by choosing different courier services) after supplier has confirmed order has shipped

- Goods are not received in satisfactory condition 

4) By filling out the form provided in this process, buyers can explain the issue with the order and request an exchange, a partial refund, or in rare cases a full refund.

 

How do I Open a Dispute 

You can open a dispute from the 6th days after the seller ships out your products up to the day the order is completed. 

To begin the process, buyers need to sign in and click on "My Orders" on the home page which can bring you to all orders made on Ultrafire. Click "Open Dispute" on the link.

Also you could click "View Details" and go to the Transaction Details page, so you could see the button of "Open Dispute".

Then a basic form will pop up for the buyer to list the details of the order, the reasons for the dispute, and whether he or she would like a partial or complete refund. After filling it out completely, hit the “Submit” link to send directly to the supplier.

If buyer has received the goods, buyer needs to add some evidence, just as pictures/videos/chat records to support his/her dispute request.

 If buyer hasn’t received the goods, the attachment is optional:

 

How Open Dispute Process Works

1) After submitting the Open Dispute form, the supplier has 15 days to respond and try to reach an agreement with the buyer. If no agreement is reached within the 15-day time period, the dispute automatically be escalated, which will be reviewed and mediated by the Ultrafire Dispute Team. (Note: All Open Dispute information will be recorded and saved by the Ultrafire Dispute Team in case the dispute be escalated.)

2) If the buyer doesn’t hear back from the supplier or feels negotiations are not moving forward, he or she does not have to wait until the 15-day dispute period ends. The buyer may escalate the dispute 3 days or more into the Open Dispute process.

 

How to modify the dispute

After you opened a dispute, you can modify your dispute request and try to make an agreement with supplier during the dispute time.

After filling it out completely, hit the “Submit” link to send directly to the supplier.

 

Keep in Contact With Supplier

It is strongly urged that the buyer do his or her best to discuss issues with supplier and negotiate a reasonable solution as the purchase is with the supplier directly and not Ultrafire. It is also recommended that buyers actively keep in communication with the supplier during the Open Dispute process. All relevant dispute information input in the open dispute form should be shared with supplier via email leaving messages on Transaction Details. This could help expedite the process.

 

How do I request complaint from Ultrafire.com

In the unfortunate event that buyer and supplier can’t reach an agreement during the 15-day Open Dispute time period, the buyer may escalate the dispute. Both "Contact Supplier"and "Open Dispute" are steps taken by the buyer to talk and negotiate with the supplier. The last step in the process, however, escalates the matter to us.

By filing a claim, the buyer basically states he or she us unable to reach a fair, reasonable agreement with the supplier and requests Ultrafire to step in to handle the matter. Reasons to escalate the dispute may vary, but include supplier not responding to buyer requests or refusing to partially refund buyer for an order sent in unsatisfactory condition.

 

6. Why did my payment fail?

If your payment for an order has failed, please check it is not due to the following situations: 

Card security code failed

Please note that an incorrect card security code could cause payment failure. Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.

 

Insufficient fund

If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit.

Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.

 

Exceed limit

Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.

 

The 3-D security code failed

Please make sure that:

a. Your credit card should be authorized by your credit card issuer to make an online payment by activating 3-D Security Code.

b. Your credit card has activated 3-D security code. If you have not activated 3-D Security Code, please contact your card issuer with this issue.

The 3-D Security Code for Visa is called Verified by Visa (VBV) and for Master Card is called MasterCard Secure Code.

 

Verification failed

If your order has been closed for security reason, your payment will not be deducted by Ultrafire. However, some banks would hold this payment in this situation. Usually the bank will reserve the payment for up to 7 business days before releasing back to the card holder. If you have any concern about your payment, please be advised to check with your credit card company for details.

 

In the future, to avoid order cancellation, please follow the below steps to submit a claim: 

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