General
Q: What is this new service by Pilibaba?
A: Pilibaba brings you a new
service to select US retailers shipping to China, providing you
with safe payment and international shipping service. To learn which
US retailers support this service, please contact us as follows:
• China toll-free hotline:025-853 25 853
Q: How do I get my account ready to use?
A: Welcome to Pilibaba. We’re
delighted that you’ve chosen us. Below we’ve prepared some key
things that you’ll need to know when getting started.To get your new
account ready to use,you need to log in and go to your Profile to check that
you’ve done the following:
• Add your card: My money >• Credit and debit cards > Add
card > Enter card details > Add card
• Confirm your email: Email > Update > Confirm your email
address > click the link in the email
• Link your bank account: My money > Bank Accounts > Link
Bank or Update > Add > Enter details > Add Bank Account
• Lift your limits: Log in > View Limits > Lift Limits >
Complete the on-screen steps
Q: Tips for people new to selling.
A: To learn more about selling with
Pilibaba, Please have a read of the common questions below.
How do I get paid?
When someone sends money or pays you, Pilibaba uses your
email address to direct the money to your Pilibaba balance. How
quickly you receive it depends on the payment. Most payments are
instant, but some can take a few days. To get the money in your
hand, you can withdraw it to your bank.
How if payment is held?
We sometimes hold payments to new sellers for 21 days for
the security of both the sender and receiver. Once everyone is happy
with the transaction, we make the funds available to upgrade the
‘new seller’ status and avoid your payments being held by comfirming your identity thus to complete
sales successfully and avoid disputes to build up a good selling history.
How do fees work?
The normal fee rate is 4.4% per successful sale. Find out
more about fees.
Q: Where can I shop with Pilibaba and how
can I shop safely?
A: Where can I use Pilibaba?Use
Pilibaba to pay on global e-commence websites. Find out where to
shop.
How do I use Pilibaba safely and how does Pilibaba
protect me?
If buying, we may cover you under Pilibaba Buyer Protection
if:
• you don’t receive anything, or the item is significantly
not as described.
If selling, we may cover you under our Pilibaba Seller
Protection if:
• you receive an unauthorised payment or someone claims that
an item you’ve sold didn't arrive.
How do I protect my details?
• Password: Use numbers, letters and special characters to
create a strong password and do not use it on other websites.
• Security Questions: Choose questions that guarantee only
you will know the answer.
• Anything else: Change your password regularly and find out
about Spoof and Phishing.
Where do I go if I have questions/problems?
If you have any questions at all please call us.
Q: Can I have multiple Pilibaba Accounts?
A: No. You only can apply one
Business account. You can add more email addresses, debit or credit
cards, and bank accounts to your account.
Q: What is the difference between Personal
and Business accounts?
A: Personal: Recommended for Chinese
individuals who shop and pay online.
Business: Recommended for merchants who
operate under a company/group name.
Fees: For complete information on Pilibaba
transaction fees, please see the fees section of our User Agreement
or click "Fees" at the bottom of any Pilibaba web-page.
Q: What are the fees for Pilibaba accounts?
A: Goods and services – Purchase
payments:
International payments:
There is a fee when you receive a payment from someone in
another country. Please note that exchange rate fees also apply if
there is a currency conversion.
Withdrawing funds:
There is a fee when you withdraw funds from your Pilibaba
account to a Non-China bank account.
Find out more about Fees
Q: Does it cost money to open a Pilibaba
account?
A: There's no charge to open a
Pilibaba account or purchase items using your Pilibaba account.
There are fees in other cases, such as:
• Receiving payments for goods and services.
• Receiving payments from people in other countries.
See the User Agreement for more details on fees.
Q: What are the fees for sending payments
or receiving payments?
A: The fees for sending and
receiving payments depend on the payment:.
Purchase/Sale:
• Pilibaba doesn't charge a fee when you make a purchase.
• Pilibaba charges a fee per transaction if you receive
payments for goods or services
Foreign Currency:
Pilibaba charges a fee for foreign exchange and cross-border
transactions.
Click 'Fees' at the bottom of any Pilibaba page for more
information.
Q: What are the fees for currency
conversion?
A: Pilibaba charges 4.4% per every
sucessful sale.It include 2.9% transation fee and 1.5% conversion
charge.
Q: Are there any fees associated with
Pilibaba's listing features?
A: Pilibaba's listing services are
FREE to consumers and for businesses.
Q: How do I know if an email is really from
Pilibaba?
A: If you think you received a fake
Pilibaba email or have come across a fake (spoof) Pilibaba website,
please report it to us immediately.
How to identify fake emails:
• Emails from Pilibaba will always address you by your first
and last names or by your business name. We never say things like
"Dear user" or "Hello Pilibaba member."
• Our emails don’t link directly to pages that ask you to
enter sensitive information like your bank account, credit card, and
national identification or Social Security number
Q: How do I confirm my email address?
A: Here's how to confirm your
email address:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click Update next to Email.
4. Choose an email address and click Confirm. We’ll send an
email to that address.
5. Open the email, and click the link to confirm your
address. You will automatically return to the Pilibaba site where
you will be asked to enter your password.
6. If the link in the confirmation email we sent you does
not work, you can confirm your email address using the 20-digit code
included in the email.
7. Here’s how to confirm your email using the 20-digit code:
8. Log in to your Pilibaba account.
9. Click Confirm email address under ‘Notifications.’
10. Click here if the button does not appear in the
email
11. Enter the 20-digit code from the email we sent you and
click Confirm.
Q: Did not receive my email address
confirmation?
A: You can request that another
confirmation email be sent to you.
Here’s how:
1. Log in to your Pilibaba account.
2. Click Confirm email address under "Notifications".
3. Click request a new confirmation number.
4. Check your inbox for an email with the new number.
Payments
Q: What is Pilibaba's transaction limit?
A: The maximum amount allowed for a
single transaction is $30,000 USD by a Pilibaba customer.
Q: What is the chargeback fee?
A: Pilibaba charges a fee to the
seller when the buyer files a chargeback with his/her credit card
issuer. If the transaction is protected by Seller Protection Policy,
Pilibaba will cover the amount of the chargeback and waive the
chargeback fee.
You can view the chargeback fee and process in the User
Agreement.
Q: Is my transaction eligible for Pilibaba
Seller Protection? How can I check?
A: To be eligible for Pilibaba Seller
Protection, you must meet all the following requirements:
• You must have a Pilibaba account registered in one of the
APAC countries covered under Pilibaba’s Seller Protection.
• The item must be a physical, tangible good that can be
shipped (except motor vehicles).
• The transaction must be paid for in a single payment from
one Pilibaba account.
• The item must be shipped to the shipping address stated on
the Transaction Details page.
• Follow Pilibaba’s postage requirements.
• The transaction must be marked by Pilibaba as eligible or
partially eligible for Seller Protection on your account's
Transaction Details page.
• You must respond to Pilibaba's requests for documentation
(including the postage requirements) and other information in a
timely manner.
• Your eligibility is not otherwise suspended.
To check if your transaction is eligible for Seller
Protection, you can log into your Pilibaba account and check the
Transaction Details page.
Q: How do I add a bank account to my
Pilibaba account?
A: You can link your bank account,
enter your bank information (we’ll keep this private) by following
these steps:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click My money under My Profile.
4. Click Add my bank in the Bank accounts section.
5. Select Checking or Savings account and enter your
information.
6. Click Continue.
Then just confirm your bank account to complete the process.
If you bank online, you can usually do this instantly. If you don’t
have online access to your bank account, it’ll take a few days.
Q: How do I withdraw funds from my Pilibaba
account balance?
A: You can withdraw money from your
Pilibaba account to your local bank account or China bank account.
Here’s how to withdraw money from your Pilibaba
account:
1. Go to www.pilibaba.com and log in to your account.
2. Click ‘Withdraw’ near the top of the page.
3. Select a withdrawal method, then follow the instructions
to complete your withdrawal.
Note: Different branches of the same bank may have different
policies, and policies may change from time to time. Therefore, we
strongly recommend you consult your bank before each wire transfer
withdrawal.
Q: How do I cancel a withdrawal?
A: Unfortunately, once you’ve
requested a withdrawal from your Pilibaba account, it can’t be
canceled.
Q: Why does my withdrawal status show
Complete but the money isn’t in my bank account?
A: A Complete status means we have
processed your withdrawal. It still may take your bank several days
to make the money available in your bank account.
If there is a problem with your withdrawal, it may take up
to one week for your bank to notify us. We’ll alert you by email if
we learn of any problems processing your withdrawal.
If the bank denies the transfer and returns the money to
your Pilibaba account, you’ll be notified by email and charged a
return fee.
Q: How long will it take to withdraw money
from my Pilibaba account to my bank account?
A: Please allow 5 - 7 days for the
money to appear in your bank account. The length of time depends on
your bank's processing schedule.
Q: Why did the withdrawal to my bank
account fail?
A: Most of the time, withdrawals
fail because the information you entered when you linked your bank
account doesn’t match the information your bank has about you.
For example, the name on your Pilibaba account must match
the name on your bank account. If your name is James Patrick Smith,
but you used “J P Smith” when you opened your bank account, you
would need to use “J P” as your first name when you link the bank
account. This is important because we use the name on your Pilibaba
account when we send a transfer request to your bank.
You can help prevent failed withdrawals by making sure your
bank information is correct. An easy way to do this is to remove
your bank account and link it again.
If you withdrew funds by wire transfer to your local bank
account, we can help you track your withdrawal if more than 7
business days have passed since you have requested it. Please call
us and provide your bank information.
To cover the costs of returned bank withdrawals, we charge a
fee for returned transfers. Click Fees at the bottom of any Pilibaba
page to learn about return fees.
Q: How long does it take to withdraw
balance from my Pilibaba account to my bank account?
A: It can take up to 7 business days
for your money to get to your bank account.
Also, the time it takes can vary for different countries. To
see how long it should take, log in to your Pilibaba account, go to
My Account, and click Withdraw.
If it’s been longer than 7 days, your bank may have had a
problem with your request. Common problems include an incorrect
account number or routing number, or a bank account that doesn't
accept electronic funds transfers. If the bank lets us know that
there's a problem with a transfer, we will contact you right away to
explain why it's delay.
Q: What is my withdrawal limit?
A: Your withdrawal limit is the
total amount of money you can withdraw from your Pilibaba account by
bank account or check. If your account is verified, you do not have
a withdrawal limit.
If your account is unverified, you can only withdraw money
until you reach your limit. Here's how you can view your Withdrawal
Limit:
1. Log in to your Pilibaba account.
2. Click View beside Sending and Withdrawal Limits.
3. The remaining amount you can send is listed under the
Withdrawal Limit heading.
4. To lift your limit, follow the instructions on the
Withdrawal Limit page.
Q: Can I withdraw funds from my Pilibaba
balance into my credit card?
A: No. You can't withdraw funds from
your Pilibaba balance to your credit card but you can withdraw it to
your local bank account. The withdrawal usually takes 7-9 working
days to appear on your bank account.
Q: How do I withdraw my Pilibaba balance in
different currencies?
A: You can only withdraw from one
currency balance at a time.
Here's how to transfer all funds to one balance:
1. Log in to your Pilibaba account.
2. Click Profile at the top of the page.
3. Click Financial info.
4. Click Currencies beside Pilibaba balance.
5. Enter the amount to convert in Currency Exchange.
6. Choose from the list the currency to convert from.
7. Choose from the list the currency to convert to.
8. Click Calculate to preview Pilibaba currency conversion
results.
9. Click Review Exchange to accept the conversion.
10. Confirm the transfer by clicking Exchange Currency.
Once you've converted all currencies into one, you can
withdraw funds from your Pilibaba balance.
Note:
• Before withdrawing from your Pilibaba balance, please make
sure that your name and your bank information in your Pilibaba
account are correct.
• Please make sure you have no negative balance in all
currencies.
Q: Why hasn't my withdrawal been deposited
into my bank account?
A: Your funds may not be available
yet for a few reasons, like:
The method of withdrawal:
1. Wire transfer to your local bank account usually takes 3
to 7 business days.
2. Withdrawal to your China bank account usually takes 3 to
4 business days.
• Your bank may have encountered a problem with your
request. For example: you entered incorrect bank information
(including bank account number, SWIFT code, bank code, branch code,
routing number, etc.) or your post address is invalid.
Q: Can I use a personal bank account to
withdraw from a business account?
A: No.You must use a company bank
account to withdraw money from a Pilibaba business account.
Q: How many bank accounts may I add to my
Pilibaba account?
A: You can link up to 8 bank
accounts to your Pilibaba account. Each bank account can only be
linked to one Pilibaba account at a time.
Linking your bank account to your Pilibaba account is secure
and easy. If you do online banking, you can usually link your bank
account in a few minute
Q: Can I add someone else’s bank account to
my Pilibaba account?
A: No. The name on your Pilibaba
account must match exactly the name on your bank account.
Q: Will Pilibaba have the ability to
withdraw funds from my bank account without my permission?
A: No. Pilibaba only withdraws or
adds funds with your permission.
Q: What if the name on my Pilibaba account
and bank account are different?
A: The name registered on your
Pilibaba account must match the name registered on your bank
account. Each time you make a transfer request, Pilibaba
automatically includes your registered name with your bank
information.
For Pilibaba customers who have a business account, the
business name is automatically matched with the bank information
added to the account.
If the name on your bank account is different in any way,
you may need to contact your bank to verify their requirements to
successfully complete electronic funds transfers.
If your bank requires that the name on the fund transfer
request must match the name on your bank account, you may need to
update your bank account name to continue. Pilibaba is not
responsible for incorrect bank information provided by its
customers.
To request a name change on your Pilibaba account, Pls email
us:service@pilibaba.com.
My Account
Q: What does it mean if my account access
is limited?
A: When your account access is
limited, it means that you won’t be able to do certain things with
your Pilibaba account. For example, you might not be able to send or
withdraw money.Most of the time, you can fix this by visiting the
Resolution Center and providing some information.
Here’s how:
1. Log in to your Pilibaba account.
2. Click Resolution Center at the top of the page to find
information on lifting the limitation.
If you’ve completed the suggested steps and your account is
still limited, it means one of two things:
We've sent you an email asking for more information, or
We're reviewing the information you provided and we'll email you
with an update (usually within 3 business days).
If you still have questions about your account access,
please contact Pilibaba Customer Service by clicking Contact Us at
the bottom of the webpage.
Q: How long will it take to restore my
account access?
A: The time it takes depends on your
specific case. For the most accurate estimate, please consult any
emails we sent you about your case.
To view the status of your case, log in to your Pilibaba
account and click Resolution Center at the top of the page.
You can help speed up the review process by completing the
steps listed in the Resolution Center. Once you’ve done this, we’ll
review the case and send you an email with the outcome of the
review.
Q: What does it mean if a seller or buyer
is Verified or Unverified?
A: Verification increases the
security of our payment network for sellers and buyers. Verification
gives Pilibaba additional evidence of a member's identity, and lets
others know that you have completed this process.
Account holders become Verified when they complete our
verification process. To become Verified, log in to your Pilibaba
account, click the Unverified link, and follow the instructions.
Q: Where can I review the steps to restore
my account access?
A: To remove any limitations placed
on your account, visit the Resolution Center and complete all the
steps listed. If you seek further clarification regarding your
account access, contact Pilibaba by clicking Contact Us at the
bottom of any Pilibaba page.
Q: Why is my Pilibaba account balance
negative?
A: If a buyer's or sender's
transaction is reversed for any reason – and there is no Seller
Protection Policy for that transaction – the seller must reimburse
Pilibaba for the amount of the reversed transaction, plus any
associated fees incurred by Pilibaba.
Pilibaba sellers are not automatically protected against
transaction reversals, such as chargebacks.
Pilibaba may use funds from any currency balance to recover
amounts owed to Pilibaba for chargebacks or for any other reason. (A
chargeback or reversal occurs when a buyer rejects or reverses a
charge on his or her credit card.) Pending ACH or check withdrawals
may be canceled on the account.
Any payments received for an account with a negative balance
will be applied toward the negative balance, regardless of a
member's Payment Receiving Preferences. For more information on this
and other Pilibaba policies and procedures, please review the
Pilibaba User Agreement.
Q: What should I do if my account is
limited?
A: If your account is limited, it
means that you won’t be able to do certain things with your Pilibaba
account. For example, you might not be able to send or withdraw
money.
Most of the time, you can fix this by visiting the
Resolution Center and providing some information.
Here’s how:
1. Log in to your Pilibaba account.
2. Click Resolution Center to find information on removing
the account limitation.
If you’ve completed the suggested steps and your account is
still limited, it means one of 2 things:
• We need more information, and we've sent you an email
asking for it, or We're reviewing the information you provided and
we'll email you with an update (usually within 3 business days).
If you’ve completed the requested actions in the Resolution
Center, and have waited a few days, but you haven’t gotten a reply
from Pilibaba, contact customer service by clicking Contact Us at
the bottom of any page.
Q: Why is my account limited?
A: There may be a few reasons why
your Pilibaba account access is limited.
When your account access is limited, it means that you won't
be able to do certain things with your Pilibaba account. For
example, you might not be able to send or withdraw money.
Most of the time, you can fix this by visiting the
Resolution Center and providing some information.
Here’s how:
1. Log in to your Pilibaba account.
2. Click Resolution Center to find information on removing
the account limitation.
Q: What if I forgot my email address?
A: 1. Go to the Pilibaba homepage and
click forgot? at the email address section.
2. Click Get started.
3. Click I don’t know what email address I used.
4. Enter up to three email addresses you might have used to
sign up for your Pilibaba Account.
5. Enter the security code shown.
6. Click Continue and follow the instructions.
Q: What if I can no longer access the email
address for my Pilibaba account?
A: If you know the email address and
password for your Pilibaba account, You can log in and change the
email address you use to log in.
Here’s how:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click Update next to Email.
4. Click Add.
5. Enter your new email address and click Save.
6. Select your new email address and click Confirm.
7. Follow the instructions to confirm your email address.
After you confirm your new email address, you need to make
it the primary email address for your account.
Here’s how:
1. Follow steps 1-3 above.
2. Select your new email address and click Make Primary.
3. Follow the instructions to confirm that you’re the
accountholder.
If you don’t know the email address or password for
your Pilibaba account
1. Go to the Pilibaba homepage and click forgot? next to the
Log in button.
2. Follow the instructions to recover your email address or
password.
Please note:
• You might need to confirm that you’re the accountholder by
phone.
• After you recover your email or password, you can follow
the steps above to change your email address.
Q: My password was locked. What do I do
now?
A: If your password is locked, you
need to create a new one.
Here’s how:
1. Go to the Pilibaba homepage and click Problem with login.
2. Click I don’t know my password.
3. Enter your email address.
4. Enter the code shown in the image.
5. Click Continue and follow the instructions.
Q: How do I recover my password?
A: Here’s how to recover your
password:
1. Click forgot? at the ‘Password’ section.
2. Enter the email address you used to create your Pilibaba
Account.
3. Enter the security code shown and click Continue.
4. Confirm account ownership by selecting and entering the
information you want to verify.
5. Create a new password to log in to your account.
Q: What should I do if my password is
locked?
A: If your account password is
locked, please contact Pilibaba Customer Service by clicking the
Contact Us link at the bottom of Pilibaba page.
Q: How do I set up my email notification
preferences?
A: Pilibaba offers several automated
email notifications to keep you updated on your account activity.
You can choose to receive these emails automatically when:
• You receive money
• Special notifications or surveys are sent to customers
• You receive a Website Payment or Auction Logo payment
Here's how you can view and edit your notification
emails in your account profile:
1. Log in to your Pilibaba account
2. Click Profile.
3. Click Settings.
4. Click Update beside Notifications.
5. Check or uncheck the boxes according to your preferences.
6. Click Save.
Q: How do I receive payment notification
emails?
A: Here's how you can choose to
receive or not to receive these email notifications in your profile:
1. Go to the Pilibaba website and log in to your account.
2. Click Profile at the top of the page.
3. Click Settings.
4. Click Update beside Notifications.
5. Check or uncheck the boxes according to your preferences.
6. Click Save.
Q: How do I change my Monthly Statement
preference?
A: Here's how you can choose to
receive or not to receive these email notifications in your profile:
To change your Monthly Statement preference, follow the
steps below.
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click Financial info under My Profile.
4. Click request a new confirmation number.
5. Click Monthly account statements in the More financial
settings section.
6. Select the Yes or No button to set your preference.
7. Click Save.
Q: I don't have a Pilibaba account. Why did
I get an email from Pilibaba that I received a payment?
A: Pilibaba is an account-based
system that allows members to send online payments to anyone with an
email address.
If you received a payment notification from Pilibaba,
someone has sent a payment to you. You can accept the payment by
clicking Sign Up at the top right of any Pilibaba web page.
Q: Can I reopen my Pilibaba account? A: No,
once you close your Pilibaba account, it cannot be reopened. You can
open a new account, but it won't include your previous transaction
history.
Q: How do I change my password?
A: If you know your current password,
you can change it from your Pilibaba Account profile page.
Here's how:
1. Log in to your Pilibaba Account.
2. Click My Account at the top of the page.
3. Click Profile at the top of the page.
4. Click Change beside Password/Security questions.
5. Select Password.
6. Click Edit. You may be required to confirm your account
information.
7. Enter your current password
8. Enter your new password.
9. Click Save.
If you do not know your current password, you can
create a new password by confirming your identity.
Here's how:
1. Go to the Pilibaba homepage.
2. Click forgot? at the 'Password' section.
3. Enter the email address registered on your Pilibaba
Account, then click Continue.
4. Confirm account ownership by selecting and entering the
information you want to verify.
5. Create a new password to log in to your account.
Q: How do I view or edit my account
information?
A: Your profile summary for your
Pilibaba account contains your registered personal and financial
information, including your bank and debit or credit details,
registered phone numbers, email addresses, and street addresses. In
your profile, you can add additional cards, bank accounts, email
addresses or street addresses, phone numbers and even change your
password or security questions.
To view your registered information, log in to your Pilibaba
account and click Profile near the top of the page. To make edits,
click Personal info, Financial info, Settings, or Selling tools and
follow the steps provided.
Q: How can I lift my Withdrawal Limit?
A: Here's how you can view and lift
the withdrawal limit.
1. Log in to your Pilibaba account.
2. Click View beside Sending and Withdrawal Limits.
3. The remaining amount you can withdraw and send is listed.
4. To lift your limit, click Remove limits and follow the
instructions.
Q: How do I change my street address?
A: Here's how:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click Personal info under My Profile.
4. Click Update in the Address section.
5. Click Edit.
6. Enter your changes and click Save.
Please note that you can’t change your address to another
country. If you’re moving abroad, you’ll need to close your existing
account and open a new account.
Q: How do I change my password or security
question?
A: Here's how to change your password
or security questions:
1. Go to the Pilibaba website and log in to your account.
2. Click Profile at the top of the page.
3. Click Personal info.
4. Click Change beside Password and Security questions.
5. Select either Password or Security Question.
6. Click Edit and follow the instructions.
Q: Can I change my Pilibaba address to
another country?
A: No. Due to banking regulations,
you can not change your address to a country that is different from
the country you used when you opened your account. If you're moving
abroad, you’ll need to close your existing account and open a new
account. If you maintain residences in 2 countries, you can have 2
Pilibaba accounts as long as only one is a Premier or Business
account.
Q: How do I add additional email addresses
to my account?
A: You may add up to eight email
address to your Pilibaba account, through your profile. Remember
that each email address can be associated to one Pilibaba account at
a time.
1. Log in to your Pilibaba account.
2. Click Profile at the top of the page.
3. Click Update in the Email section.
4. Click Add.
5. Enter your new email address.
6. Click Save. An email confirmation will be sent to this
address.
Q: I misspelled my name during signup. How
do I change it?
A: We can help you change the name on
your account if it's misspelled or if you've legally changed your
name. However, it is not possible to change the name on your account
to another person's name.
To change your name, submit your request through our secure
form. If you’re asked to submit documentation, it normally takes 3-5
business days for a review.
Q: How do I choose my Primary email
address?
A: Here's how you can select your
Primary email address:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Click Update beside Email.
4. Select the email address you want to make primary.
5. Click Make Primary.
Q: How do I change the contact name for my
business?
A: To change the contact name for
your business:
1. Log in to your Pilibaba account.
2. Click Profile at the top of the page.
3. Click Update in the Business information section.
4. Click Change name for your Business Contact Name.
5. Select the type of change you would like to make and
click Continue and follow the instructions.
Q: How do I change the name on my Pilibaba
Account?
A: We can help you change the name on
your account if it's misspelled or if you've legally changed your
name. However, it is not possible to change the name on your account
to another person's name.
Here’s how to change your name:
1. Log in to your Pilibaba Account.
2. Click Profile.
3. Click Personal info.
4. Click Change beside "Name".
5. Select the appropriate option and click Continue.
5. Follow the instructions to change your name.
Note:
You may be required to submit some documentation. If so,
we’ll review them within 3 to 5 working days and contact you once
our review is complete.
Q: Why didn't I receive the two small
deposits?
A: Once you've added your bank
account details, two small deposits (each between 0.01 to 0.99 your
local currency) are automatically sent to your bank account. Within
5 business days, you can locate the two corresponding amounts on the
transaction history of your bank account. Otherwise, please contact
your bank to learn why you haven’t received your deposits.
If you only receive one deposit, please contact us with that
amount and we can help you confirm your account. You can reach us by
logging in your Pilibaba account and clicking Contact Us at the
bottom of the page.
Q: How do I verify my account?
A: You can use your debit card,
credit card, or your bank account to verify your Pilibaba account.
When your account is verified, the sending limit and withdrawal
limit on your Pilibaba account will be lifted.
Here's how to verify your Pilibaba account:
1. Log in to your Pilibaba account.
2. Click Get Verified below your name.
3. Follow the steps to become verified.
Q: Can I receive payments before my
Pilibaba account is Verified?
A: Yes. Once you've confirmed your
email address and your Pilibaba account is activated, you can start
receiving payments without being Verified.
There is no receiving limit using Pilibaba. However, before
you become Verified, there is a limit to the amount of funds you can
withdraw from your Pilibaba balance to your bank account. This limit
is based on your country policy.
Q: Where can I find the amounts of the
random deposits Pilibaba made to my bank account?
A: After you added your local bank
account in to your Pilibaba account, Pilibaba made two small
deposits to your bank account. These deposits should post to your
bank account within 3-5 business days.
To find the amounts of these deposits, you can look at your
bank account statement or contact your bank's customer service
department.
Q: What if I only received one random
deposit amount in my bank account?
A: For the Bank Confirmation Process,
Pilibaba will send two random deposits at the same time. However, we
have found that some financial institutions post the deposits as a
combined amount. If you received only one deposit amount, please
follow instructions below and we will be happy to assist you in
confirming your bank account.
1. Log in to your account.
2. Click Contact Us.
3. Click Send us a question by email.
4. Select Bank Account/Credit Card as a Topic and select
Random Deposits as a Subtopic.
5. Summarize your question in one sentence and click
Continue.
6. Enter the last 4 digits of your bank account, click Yes,
but I only have one random deposit amount.
7. Click Continue.
8. Enter the required information and click Continue.
Upon receiving your email we will contact you regarding the
confirmation of your bank account.
Q: How do I change my Monthly Statement
preference?
A: To change your Monthly Statement
preference, follow the steps below.
Merchant
Q: What is the chargeback fee?
A: Pilibaba charges a fee to the
seller when the buyer files a chargeback with his/her credit card
issuer. If the transaction is protected by Seller Protection Policy,
Pilibaba will cover the amount of the chargeback and waive the
chargeback fee.
You can view the chargeback fee and process in the User
Agreement.
Q: Which credit cards can I accept with
Pilibaba Merchant Services?
A: Pilibaba supports over 95% of
Chinese debit and credit cards and gives merchants the flexibility
to convert CNY Payments into either USD, EUR or GBP.Pilibaba also
supports a large number of credit cards, including Visa, MasterCard.
Debit cards with Visa, MasterCard or Unionpay logo are supported
just like credit cards.
Q: How do I edit a Buy Now button?
A: Here's how to edit a Buy Now
button:
1. Log in to your Pilibaba account.
2. Click Profile near the top of the page.
3. Under My Profile, click My selling tools.
4. Click Update beside Pilibaba buttons.
5. Select the button you want to edit, and then click Edit
from the Action menu.
6. Make your changes to the button, and then click Recreate.
7. Click Select Code to select the button code.
8. Copy and paste the button code in to your own web page
code.
Q: How do I place a Pilibaba logo on my
website?
A: To manually insert our standard
logos into your website, visit the Online Logo Center to choose the
type of graphics you need.
1. Log in to your Pilibaba account.
2. Click Merchant Services.
3. Click Logo Center under Resources.
To insert logos:
1. Accept the terms of the Logo Center User Agreement.
2. Copy and paste the code samples for logos into your
website.
Q: How do I get started with Website
Payments?
A:• Sign up for a Pilibaba Business
account or upgrade your existing Pilibaba account.
• Confirm your email address.
• Provide and confirm your bank account information.
• Add a credit card and then link and confirm it to lift
your withdrawal limit.
• Implement Website Payments Standard.
If you already have a shopping cart:
For Pilibaba-compatible carts, select Pilibaba as your
online payment service. If you have a custom-built cart, add
Pilibaba by cutting and pasting HTML code into your checkout.
If you need a shopping cart:
Choose a shopping cart that's already integrated with
Pilibaba. Or add the free Pilibaba Shopping Cart to your website.
If you don't need a cart, use payment buttons:
We provide the HTML code that you can add to your website to
link your customers to a secure payment checkout hosted by Pilibaba.
Q: What is Instant Update API and how can
it help my business?
A: Pilibaba Instant Update API is a
feature of Express Checkout that lets customers view shipping
options, insurance choices, and tax totals at the beginning of the
checkout process.
Studies show that buyers are more likely to complete
checkout when more transaction details appear sooner and when there
are fewer steps in the overall process. By providing important
transaction details up front, Instant Update API makes checkout
faster and simpler – two factors proven to boost customer sales.
Instant Update API supports Real-Time Shipping Options. This
gives buyers more accurate shipping options based on actual cart
items and ship-to addresses. The feature also supports Flat-Rate
Shipping Options and third-party shipping and tax calculation.
To get started using Instant Update API, contact your
developer/cart partner or visit Pilibaba Developer Central to learn
more.
Q: What can I do with an API certificate?
A: With a Pilibaba certificate you
can establish a secure SSL connection to Pilibaba's API server in
order to use the various APIs.
Q: What is the Pilibaba Shopping Cart?
A: The Pilibaba Shopping Cart, a
feature included in Website Payments Standard, allows your customers
to add multiple items to their shopping cart and allows you to
accept payments for the items at one time directly from your
website.
