Buyer's FAQs
How WhatsMall works?
WhatsMall strives for the highest safety and satisfaction level to our users by closing matching of millions kind of products from suppliers with consumer needs. After a buyer makes a payment successfully, a notification e-mail will be sent to both buyer and supplier. The supplier will confirm the payment and arrange shipping according to the agreed terms and condition. As a buyer, please read carefully to the specific terms and condition, delivery arrangement and any other specification stated by supplier. The supplier is then responsible to update the transaction status in supplier control panel. The transaction is completed when the consumer confirm the shipment to WhatsMall and gives feedback and ranking to the supplier after receiving the product.
Why my payment was rejected?
There are many possible reasons for a transaction be rejected. One of the more common reasons is that your account does not have the available limit to cover the amount that was purchased. Also, the card could have a history of rejected transactions with regards to your previous purchases. For more information, please do not hesitate to contact us so we can resolve the issue.
When will my order delivered?
For delivery, please refer to the delivery policy provided by the supplier.
How can I view my purchase history?
You can view your purchase history by logging in to your WhatsMall account, and clicking on "Member Management". Once you are at that page, click on "Transactions" to view your transactional history.
How can I update my information?
The information that you provided upon signing up for your member account can easily be updated. Simply log in to your member account, and click on 'Account Management'. After which, click on "Member Information", then the "Edit" button to start updating information. Do not forget to click on the "Edit" button again to apply the changes made.
What would I do if I do not receive my order?
If the items you purchased on WhatsMall do not arrive, kindly contact the Supplier regarding the delay. You may also coordinate with them on checking the status of the delivery of your purchase.
What would I do if you would like to request refund?
In the case that you are not satisfied with the product you purchased and would like to request for a refund, kindly refer to the refund policy provided by the supplier.
What can I do if I cannot receive purchase confirmation through email?
- Check if the registered email is correct
- Confirm if your payment is success
If some occasions which the internet experience instability and email confirmation of payment result is absent, you may log in to your buyer account and check if the transaction has been successfully processed. Also, you may double confirm the status with the supplier if the order is received.
How can I search for an item?
You can search for items using the search bar or you can click through the concise catalogue list to find what you want in matter of a few seconds.
How can I pay for the products?
WhatsMall supports a wide range of payment methods included Visa, MasterCard, China UnionPay and Alipay.
Can I pay offline?
WhatsMall does not offer offline payment method. All payments must be made online, via the WhatsMall platform.
What would I do if I cannot sign in to my account?
You may do the following:
- Double check the log in information
- With three attempted log in with incorrect password, your account may be locked. Please press 'forgot password' and fill in corresponding information. Once you confirm to acquire a new password, your account will be reactivated and a new password will be sent to your registered email address. Please log in again with the new password.
Why my account is being locked?
With three attempted log in with incorrect password, your account may be locked. Please press 'forgot password' and fill in corresponding information. Once you confirm to acquire a new password, your account will be reactivated and a new password will be sent to your registered email address. Please log in again with the new password.
What would I do if I forgot my password?
Please press 'forgot password' and fill in corresponding information. A new password will be sent to your registered email address.
Is it secure to shop at WhatsMall?
Yes, shopping in WhatsMall is definitely secure. To assure our buyers, each supplier has to undergo a screening process to ensure the legitimacy of their business. To assure our suppliers, WhatsMall executes many payment security measures such as using CVV, CVC and enable 3D secure payment authentication which greatly increase the safety level for online payment.
What is CVV or CVC code?
CVV or CVC code is a three- or four-digit value printed on the back-sided of a credit card next to your signature. It is sometimes referred to as CVV2 or CVC2 code and used to secure "Card Not Present" transactions occurring over the Internet. The code provides a protection layer by verifying the purchaser is physically holding the credit card. Even if someone attempts to purchase with your credit card account, without the code, the transaction will fail.
What is 3D secure payment authentication?
It is a function which authenticates a cardholder's identity at the time of purchase. It is also known as MasterCard SecureCode / Verified by Visa. Before you use this function, you may register with your card-issuing bank to get a set of unique code or password if the bank supports the function. After registration, when you shop online, a window requesting you to enter the password or code will appear after you provided your credit card information. The unique code or password protects both cardholder and supplier against unauthorized usage of credit card