Account Blocked and Orders Withheld After Insurance Refund Approved by the Company
I made a purchase in August 2025 and paid both shipping and insurance to have it delivered to Brazil. After a delivery delay, I requested a refund in accordance with the insurance policy. The refund was issued by the company after they confirmed the delay. After receiving the refund, I made new purchases using the balance and paid the shipping costs. However, the company is now refusing to ship these new items, claiming that the previous package was eventually delivered late. The buyer of the previous order had already canceled due to the delay, so the delivered package was no longer useful. I demand that the items I have already paid for be shipped. If necessary, I am willing to return the previously delivered package, provided they issue a return order. Below is the message I received from the company: “Hello, friend, your parcel P250816793472 has delivered successfully, you need return the compensation 1444 yuan to us. If you didn’t recharge, you can’t buy or ship any order from our platform, please note.” The refund was granted by the company itself after confirming the delay, according to the insurance I paid for. Using this refund as a condition to block my account and retain goods I have already paid shipping for is unreasonable and improper.