Question and Answer
Question and Answer
For the common questions raised by customers on a daily basis, we have compiled a list of common questions and answers, hoping that it will be helpful to you. This document will be continuously updated, so please pay attention.
I. Account category
Q: How can I improve the security of my account?
A: All Codow customer passwords are encrypted by the AES algorithm and will not be displayed in plain text anywhere. You can log in to your Codow account and go to "Member Center-Account Information-Account Security" to increase the account security factor by frequently changing your password, binding your account to your email and mobile phone, and setting a payment password to ensure account security.
Q: I have placed an order with your company through non-online methods (email, phone, fax). What is my account login name and password?
A: All Codow customers have a user name and password by default. You can contact our customer service staff to obtain them. When requesting an account and password, please provide:
1. Your name and company name.
2. Your contact information.
3. The name or number of the product you have purchased.
After verification, Codow customer service staff will send your account login name and password to your email and mobile phone. Please log in and modify them in time after receiving the account login name and password.
1. Your name and company name.
2. Your contact information.
3. The name or number of the product you have purchased.
After verification, Codow customer service staff will send your account login name and password to your email and mobile phone. Please log in and modify them in time after receiving the account login name and password.
Q: I forgot my password. How can I retrieve it?
A: If you remember your username and email address, you can retrieve your password online by clicking "Login - Forgot Password - Enter Username and Email Address - Receive New Password" in the upper right corner of the webpage.
If you forget your account login name or email address, please call +86-20-3805 6109 to retrieve it.
If you forget your account login name or email address, please call +86-20-3805 6109 to retrieve it.
II. Shopping Category
Q: When can the spot products be shipped?
A: Codow promises that all spot products will be shipped on the same day if the order is submitted and the payment is completed before 16:00 on the working day. Orders after 16:00 will be shipped on the second working day, and the shipping time is 16:00-17:30 on the working day.
Q: When can out-of-stock products be shipped?
A: Hello, you can check the estimated arrival time in the "Delivery Time" column on the product page. The estimated arrival time refers to the general time from when you submit the order and pay to when you receive the product. If you need special adjustments, please contact Codow customer service staff.
Q: Can I call the customer service hotline to order products?
A: Yes, but we do not recommend that you order by phone, because online orders are processed in real time, which helps you receive the goods in time.
Q: How to modify/cancel an order?
A: The order is in an unconfirmed state. You can directly click on the order to view the details. There will be a cancel order button in the upper right corner. Just click to cancel the order. If the order has been confirmed or the goods have been packed and waiting for shipment, the order cannot be cancelled. It is recommended that you contact Codow customer service staff in time;
Three. Financial category
Q: How to pay after the order is successfully submitted?
A: Hello, there are several payment methods. For advance payment orders, please pay within 24 hours after the order is successfully submitted:
1. Alipay, credit card, UnionPay online payment: Please enter "My Order", click "Online Payment", and follow the prompts;
2. Balance payment: If your account has a balance, you can choose to pay with the balance. The amount of the ordered products will be deducted from your balance account and a detailed financial statement will be generated.
3. Bank transfer (offline transfer): After submitting the order, you will see an order number. Please follow the prompts to transfer the money to the bank and fill in the order number in the remarks column of the remittance slip;
4. Check payment: Currently we only accept check transfers in the Pearl River Delta region. Please notify Codow customer service staff in advance and notify us to collect the bill at your door or express it to the customer service staff within 3 days of the invoice date.
5. Cash on delivery: Please sign for payment when the order is delivered.
See payment method for details
1. Alipay, credit card, UnionPay online payment: Please enter "My Order", click "Online Payment", and follow the prompts;
2. Balance payment: If your account has a balance, you can choose to pay with the balance. The amount of the ordered products will be deducted from your balance account and a detailed financial statement will be generated.
3. Bank transfer (offline transfer): After submitting the order, you will see an order number. Please follow the prompts to transfer the money to the bank and fill in the order number in the remarks column of the remittance slip;
4. Check payment: Currently we only accept check transfers in the Pearl River Delta region. Please notify Codow customer service staff in advance and notify us to collect the bill at your door or express it to the customer service staff within 3 days of the invoice date.
5. Cash on delivery: Please sign for payment when the order is delivered.
See payment method for details
Q: If you use a check to pay, what should you write on the title?
A: Please fill in the title of the check: Guangzhou Hewei Pharmaceutical Technology Co., Ltd. The title of the check must be filled in word for word.
Q: How to recharge the balance?
A: Online recharge: Please log in to the member center - click on the left menu: Balance Recharge - fill in the amount and discount you want to recharge - click Confirm - enter the Alipay online banking recharge channel - jump back to the Codow Krypton Finance Center - check the balance - recharge completed.
Bank transfer remittance (offline recharge): Please confirm your customer unique ID number - write the customer number in the remittance slip remarks column - after the remittance is successful, the Codow Krypton Finance staff will enter the account - recharge completed.
Bank transfer remittance (offline recharge): Please confirm your customer unique ID number - write the customer number in the remittance slip remarks column - after the remittance is successful, the Codow Krypton Finance staff will enter the account - recharge completed.
Q: How to check the financial list and balance?
A: Under the menu list on the left side of the member center, there is a financial details query link. You can click the financial details link to query historical data, including income and expenditure details, and you can query by time period and amount.
If you need to check the balance, please click the balance query button on the left menu of the member center, and the balance will be displayed in real time.
If you need to check the balance, please click the balance query button on the left menu of the member center, and the balance will be displayed in real time.
IV. Logistics
Q: How to query logistics information?
A: Hello, for all goods ordered on Codow, we will display the logistics distribution status in real time. For products that have been shipped, you can view the logistics distribution company and order number in my order details;
For futures products, the expected arrival date will be displayed in the order details.
For futures products, the expected arrival date will be displayed in the order details.
Q: For products with transportation risks, can we deliver them to your door?
A: Yes, after we confirm that the products are risky, we will send a dedicated driver to deliver them to your door. The driver will confirm the delivery time with you before departure.
Q: What should I do if the product packaging is damaged when signing for it?
A: If the outer packaging is damaged when signing for it, please refuse to accept it and contact Codow customer service staff. Do not touch chemicals directly with your hands.
Q: Does the invoice show the freight amount?
A: The invoice does not include transportation costs.
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