Stalls
Fix a stalled ACBuy order
People describe all of these the same way, as the order not working. They are four different failures with four different fixes, and telling them apart takes about a minute.
The order below is the order they happen in. A find that clears the first gate can still fail at the second, and an item that is bought and paid for can still refuse to leave the warehouse.
The four ways it stops
Each one names the official page it comes from, or says plainly when no official page covers it.
The system cannot read the link
You paste a valid product URL and nothing comes back. This is the friendliest failure, because ACBuy built a route for it. The DIY Order form takes the link, a name, the specification, the unit price, the quantity and the domestic shipping fee, and a human buyer takes it from there.
The cost is that you are now the one who typed the price, and the service fee is verified by an agent afterwards rather than shown to you up front.
The item may not be purchasable at all
ACBuy names three platforms in a single sentence on its own order form: Kongfuzi Used Books, Xiaohongshu and Youzan. The sentence says there is a chance the product cannot be purchased, that shipping risks may apply, and that an additional service fee might be charged.
That is a warning worth taking literally. If your find is on one of those, ask support before you pay rather than after.
The listing is gone
No official page covers this, because it is not ACBuy doing. Listings get delisted, sell out and close with the shop, and a catalogue card keeps rendering afterwards. There is nothing to submit, because ACBuy buys from a live listing.
The route that does exist: ACBuy lists commissioning it to look for a merchant as one of three official ways to find goods. A dead card, with its photograph and its description, is a reasonable thing to hand over when you do that.
It cannot leave the warehouse
Restrictions surface at the warehouse rather than at the order. When an item reaches warehouse status, ACBuy shows a reason for unavailability. The part that surprises people is that a restriction on one item restricts the combined waybill for everything else too.
ACBuy also recommends that small volume liquids and medicines stay under about a tenth of the goods in a parcel, and support can ask the carrier whether a restriction can be lifted, with the customs risk then sitting with you.
Only a photograph, and no link at all
This is the most common way a find arrives: somebody posts a picture in a chat and says this one. A picture identifies an item to a human. It does not tell an agent which shop to pay.
Image search on the ACBuy search box is the documented starting point, and it is one of the three ways the newcomer guide describes. What it returns is candidate listings, which puts you back at the first question on this site: which marketplace is it on, and does its link work.
What to send support, depending on where it stalled
Support answers faster when the message contains the thing they need. Each line below is one message, not a conversation.
| Where it stalled | What to include | What you are asking for |
|---|---|---|
| Will not parse | The product URL, and a note that the search box returns nothing | Confirmation that the platform is supported, before you use the DIY route |
| Named as possibly unpurchasable | The URL and the platform name | Whether they can buy from that seller at all, and what the service fee would be |
| Listing gone | The photograph, the original link even though it is dead, and any specification you know | Whether they will look for the merchant, which their About page offers |
| Blocked at the warehouse | The order number and the reason for unavailability that is displayed | Whether the carrier will lift it, and what shipping without it looks like |
| Anything with a number in it | A screenshot of the figure you are looking at | A written answer, because rates and lists change and a written answer is the one you can hold up later |
The one that is not a stall
A find can clear every gate and still be the wrong thing. The order goes through, the item ships, and what arrives is a different colourway or a size that matches a chart you never opened.
That failure belongs earlier, on the listing, and it is the reason the categories page names one thing to settle for each kind of item. ACBuy does operate a return and exchange window after goods reach the warehouse, with a service fee and a list of exclusions, but it depends on the seller agreeing, and it is a worse tool than reading the chart.