When the seller order and your pick disagree
Most differences have a line in iTaoBuy's Shopping Information table. This page quotes the line for each case and says what to send back.
Checked 16 October 2026
A higher seller price becomes a supplementary payment
The Shopping Information table has a line called Order payment supplement: “When the price of the product or shipping fee is inconsistent with the user's submission, the buyer will immediately set a supplementary payment based on the actual value of the product.” On the order page that shows up in the price block as Additional Payment or Additional Shipping Fee, and in the status list as Additional Payment Required.
The Terms of Use explain why it happens at all. Section 8.5 says iTaoBuy “cannot confirm the price of an item until you place your order”. Listings change, and a price typed into Fill&Buy can be out of date by the time the buyer opens the link.
Before you pay a supplement, open the listing and check the new price for your option. If it matches, pay; if it does not, ask why in the chat and quote the Original Order ID. If you would rather not pay, the cancellation lines further down apply.
Out of stock: answer within 72 hours
Stock is the most common reason an order cannot be bought as submitted. The table's line on it reads: “The seller informs that the product is out of stock, and the buyer synchronizes the out of stock information to the user. If the user does not reply within 72 hours, the buyer will proactively cancel the order for the user.”
Read the message when it arrives, not when the warehouse photos do. You usually have three answers: pick another option from the same listing, wait if the seller gives a restock date, or cancel. A new option is a new choice, so update the white ply of the match sheet before you compare again.
The neighbouring lines set the pace for slow sellers. Sellers “generally ship within 3-7 days”, and a seller who still has not sent anything by day three gets a first chase from the buyer on day four, then one every three to four days. Pre-sale and deposit orders are left out of that routine.
Cancelling while processing, or once the seller is paid
The table separates two moments. If the order is still “processing”, the buyer will process the cancellation “within 24 hours and refund the user's product payment”. If it is “already ordered”, meaning the buyer has paid the seller, the buyer “verifies with the seller within 48 hours and accepts or responds to the return task according to the actual situation”.
In practice that second case is a return to the seller, so the seller's own policy matters. The Terms of Use add that iTaoBuy may refuse or cancel an order itself, for reasons that include “shortages of the Goods” and “inaccurate or incorrect information about the Goods or pricing”.
A mismatch you spot early is cheaper to fix. If the Original Order ID shows the wrong shop or the specification is wrong, raise it the day you see it.
Refunds: four to ten days after the seller pays back
The refund line sets the clock from the seller, not from your request: “For orders under refund, the buyer will refund the user within 4-10 days after receiving the refund”, with special cases checked and reported to you. On the order page this stage shows as Refund Under Review.
Section 8.2 of the Terms of Use adds one detail about where small refunds land. If the amount is not more than the refund fee your payment provider would charge, so that returning it to the card would fail, it goes to your iTaoBuy account balance instead.
The same group of lines covers messages. Order inquiries and internal messages are both answered within 24 hours, which is the realistic pace for a mismatch question; the live chat is marked as open around the clock, but purchasing staff work Beijing office hours.
Wrong colour, size or shop: what to send
When the order page shows a different option or shop, send one message with everything in it: the Order No., the Item Code, the Original Order ID, what you selected and what the page shows. Quote both versions word for word, and attach your screenshot of the selected option. The match sheet writes this message for you.
Ask for one of three outcomes: a correction before the seller ships, a cancellation, or, if the item has already reached the warehouse, a return under the five-day policy. Returns for reasons that are not yours are exempt from the return and exchange fee, according to the policy's fee section, and a wrong option bought against a clear specification is the plainest case of that.
If iTaoBuy says the shop is the same and only the name differs, ask which shop name the Original Order ID belongs to. Shops often show a short name on one page and a long one on another.
Split deliveries and short quantities
Sellers sometimes send one order in more than one parcel. The status for that is Split Delivery, and the table has a line for it: “The order status is a separate shipment order, and the buyer will follow up for the first time within 48 hours to verify the seller and synchronize the shipment information with the user.”
A short quantity on the order page is a different thing. If you ordered two and the page shows one, ask whether the second is out of stock, coming separately or simply missing from the order. Quote the Item Code, because each item has its own GI.
Do not combine parcels for shipping until the split is resolved, or you may send a parcel without the piece that matters.
Terms of Use 8.4 and 8.5: when iTaoBuy may cancel or reprice
Two clauses sit behind most of the lines above. Section 8.4 reserves the right “to refuse or cancel any User Order for any reason whatsoever” and lists examples: “limitations on quantities that can be purchased, shortages of the Goods, unfitness for cross-border transport, or inaccurate or incorrect information about the Goods or pricing”, unpaid amounts and anti-fraud checks.
Section 8.5 covers wrong prices. If an item is displayed “at the wrong price or information”, iTaoBuy may refuse or cancel the order, or “contact you for your instructions”. Combined with the supplementary payment rule, that means a price change reaches you either as a request to pay more or as a cancellation, not as a silent swap.
A different item bought without telling you is not in either clause. That is the case the Original Order ID is for.
