Questions regarding itemku Order Issue Feature - Pusat bantuan itemku

Q: What is the My Item Order Constraints feature?

A: itemku Order Issue feature is a feature that itemku provides as an opportunity for you and seller to communicate and find solutions regarding orders that are having problems. This communication will be carried out by filling in the problem or solution provided by itemku according to the conditions of your order, along with the evidence that will be needed.

 

 

Q: How do I submit my order that has problems with the Order Problems feature as a buyer?

A: If you experience problems with your order which is already in the "Delivered" status on the Purchase History page, click on your order which is having problems in the "Delivered" status. Then press the "Having Order Issue? Report Here" button.

You can also see your orders that are currently have Order Issue feature on the Purchase History Page -> Delivered -> Order Issues

Q: How do I enter itemku Order Issue feature as a seller?

A: On tokoku website, you as a seller can see your order that are experiencing problems in the "Kendala Pesanan" section on the home page, or in Riwayat Pesanan -> Menunggu Konfirmasi -> Kendala Pesanan

 

 

Q: Can all my orders that have problems be resolved using Order Issue feature?

A: You can only using itemku Order Issue feature on orders that are in the "Delivered" status.

 

 

Q: What types of problems can be resolved in Order Issue feature?

A: As a buyer, you can complain via itemku Order Issue feature to the Seller for order which is experiencing problems, such as:

1. Order Has Not Been Received

2. Insufficient/Inappropriate Orders

3. Account/Voucher Problem

 

 

Q: What solutions can I propose in the Order Constraints feature?

A: You can submit a solution request for orders that are experiencing problems in the form of:

1. Refund Solutions, and

2. Order Complete Solution

 

 

Q: What products cannot be completed in the Order Constraints feature?

A: The following is a list of categories and types of products that cannot be resolved using Order Issue feature:

Airline Miles - Point KrysFlyer
Airline Miles - Point AsiaMiles
Airline Miles - Point AeroPlan
Airline Miles - Point ANA Mileage Club
Airline Miles - Point Flying Blue
Call of Duty - Gift CP
Call of Duty - Gift Battle Pass
Counter Strike: Global Offensive - Item (7 Hari)
Dota 2 - Item Gift
Dota 2 - Item (7 Hari)
Growtopia - Lock
Guild Wars 2 - Gold
League of Legends: Wild Rift - Gift Skin
League of Legends: Wild Rift - Gift Champion
Mobile Legends - Skin
Mobile Legends - Gift Hero
Mobile Legends - Gift Item (7 Hari)
RBL - RBX 5 Hari
Rust - Item (7 Hari)
Spotify - Upgrade Premium
Team Fortress 2 - Item (7 Hari)

 

 

Q: How can I see the progress of the status of my order/delivery that is experiencing problems in the Order Problems feature for my item?

A: You can see the status progress of your order which is currently being resolved using itemku Order Issue feature by pressing the "Detail" link on the Order Details or Order Issues page.

Q: How long is the time given to each party to respond to itemku Order Issue feature?

A: Each party, both buyer and seller, will be given 24 hours for each response. You can see the remaining time to respond on the Purchase History -> Delivered (Filter using Complained status)

 

 

Q: What happens if I don't respond more than 24 hours to itemku Order Issue feature?

A: This is some important thing and must be paid attention to, because:
- If you as a buyer or seller do not respond within the specified time (24 hours), then this order problem will automatically proceed to the next stage which can be in the form of changing the status of the order to be completed or canceled

- If the report of an Order Issue is resolved because there is no response within 24 hours, then the order is declared no longer a problem and itemku is no longer responsible for reports made regarding the order afterwards

 

 

Q: Am I allowed to cancel a report in the itemku Order Issue feature?

A: There are several things you need to know before you cancel the report in itemku Order Issue feature:
- You can cancel the report, however, if this is done then the problem will be declared to have been resolved

- Problems with orders whose reports are canceled will be declared no longer problematic and itemku will no longer be responsible for reports made regarding the order afterwards

 

 

Q: What types of evidence can I attach to the Submit on Order Issue feature when I respond?

A: The following are the types of evidence you can attach to this feature:

Buyer;

Top up - Proof of order amount received/not received, Purchase/Gift History, Total Coins/Diamonds/etc, Player ID

Game Account - Proof that the account is problematic/does not match the description, login options that have been linked when the account was received, login options that have been secured by the buyer

Entertainment Account - Proof that the account is problematic/does not match the description, Login Credential

Voucher - Proof of problematic voucher, Purchase/Redeem History, Total balance

Items - Item Inventory, Trading/Gift History, Player ID

Seller;

Top up - Proof of delivery from the Supplier/Gift showing the delivery amount according to the buyer's Player ID and also the delivery date/time

Game Account - Proof of the account is no longer linked to any social media account, proof of the account matches the description, proof that the seller no longer has access to the account

Entertainment Account - Proof of Account/Subscription delivery, proof of Subscription/Billing payment

Voucher - Proof of voucher purchase date

Item - Trade/Gift history to the buyer's account showing the Player ID/Buyer's Name

 

 

Q: What are the provisions for the amount of evidence that I can attach and the maximum characters that I can write in the Submit a Constraint feature when I respond?

A: You are required to provide a minimum of 2 (two) pieces of evidence in the form of images and a maximum of 5. Apart from that, you are also limited to writing 500 characters of evidence for each response!

 

 

Q: Why is my order/delivery status in itemku Order Issue feature becoming complete?

A: The status of your order/delivery is affected by several things, which is:

- The seller rejects the buyer's problem request, and the buyer does not respond after 24 hours or agree to the seller's rejection

- The seller agrees to the solution to complete the order and has claimed that the order has been completed, then the buyer does not respond after 24 hours or confirm that the order has been completed

- The itemku CS team has decided the status for the problem order according to the evidence provided by the seller and buyer

- The buyer decides to end the problem request because there is already a solution for the problem order

 

 

Q: Why is the status of my order/delivery problem in itemku Order Issue feature being returned?

A: Problems with your order/delivery status could be returned due to several reasons, which is:

- The seller accepts a refund solution from the buyer

- The seller does not respond when the buyer has proposed a solution in the form of a refund or complete the order

- The CS itemku team has decided the status for orders that are experiencing problems according to the evidence provided by the seller and buyer

 

 

Q: Can I change the solution I chose or improve the evidence?

A: You cannot change the solution option that you have chosen, so make sure that the option you choose is appropriate and always double-check the evidence that you will upload.

 

 

Q: For the same order, can I submit more than one report in itemku Order Issue feature?

A: You cannot submit additional report for orders that have already been entered into the Order Issue feature. And the decisions made in this feature cannot be contested.