Post-order support for buyers with an existing Ross order, PI or shipment. Report an issue, provide evidence, and follow the review process — this is separate from new purchase inquiries.
This page handles existing orders — orders already placed with a PI or shipment reference. If you are a new buyer looking for a quote or product recommendation, please use the contact page instead.
Mixing new inquiries with existing-order support slows down both. Keeping them separate lets us resolve your issue faster.
After-sales support addresses issues that arise after an order is placed and shipped. These are the areas we handle.
Concerns that goods received do not match the confirmed order specification.
Bale weight, packing format or quantity not matching the packing list.
Concerns about grade, condition or classification against the agreed grade.
Shipment delays, document discrepancies or transit-related issues.
Different issues require different handling. We classify issues into four categories so the review process is appropriate to the situation.
Variation that is expected within used goods and stated in advance on the specification.
The received goods differ from the buyer’s expectation, but match the confirmed specification.
Goods that do not match the confirmed order specification in a material way.
Issues that arise during transit or clearance, outside the goods themselves.
Used goods naturally vary. Understanding what variation is expected helps distinguish a real issue from a specification misunderstanding.
These are the variations that are expected within used goods and stated on the order specification. They are not defects or non-conformities.
Every reported issue follows the same review process — so you know what to expect at each stage.
Order number, PI reference or shipment ID — needed to locate the order record.
Issue type and a clear description of what was found.
Photos, videos, quantity counts and any relevant documents.
Review against the order snapshot and the confirmed specification.
Classify the issue type and propose the appropriate resolution path.
Evidence makes the review faster and more accurate. These are the items we typically need to process an after-sales report.
The resolution depends on the issue classification and the evidence. These are the possible paths — not a fixed outcome.
We do not promise a fixed outcome for any issue. The appropriate resolution depends on the issue type, evidence quality and comparison against the confirmed specification.
For natural variation — reference to specification and what was stated in advance.
For expectation gap — agreed adjustment on a subsequent order configuration.
For non-conformity — resolution discussed based on evidence and magnitude.
For logistics issues — coordination with carrier or customs on the buyer’s behalf.
Feedback used to improve future sorting, packing or specification handling.
Where the issue reveals a documentation gap, we update the specification format.
Clear responsibility boundaries prevent confusion. Each party in the transaction handles a specific part of the process.
Product, grade, packing, loading and export documents at origin.
Transit, handling and delivery to the destination port.
Clearance, duties and regulatory compliance at destination.
Local delivery, storage, resale and local market outcome.
The best after-sales process is prevention. These are the steps that reduce the chance of an issue arising in the first place.
Before your order leaves our facility, it passes through verification steps designed to prevent common after-sales issues.
This form is for existing orders only. If you are a new buyer, please use the contact page instead.
Fields marked * are required.
For new purchase inquiries, use the contact page instead. We do not promise fixed resolution timelines — each issue is reviewed case by case.
For repeat buyers, after-sales support extends beyond single-issue resolution.
Repeat buyers benefit from continuity — order snapshots, grade references and configuration history are retained so future orders align with previous ones.
Send us your order reference and issue details. We will review it against
the confirmed specification and evidence, and follow the appropriate
resolution path.
Send evidence on WhatsApp:
+86 197 0015 6758
Choose the channel that fits your situation.
For urgent matters, use WhatsApp directly with your order reference.
