Help for a Mulebuy Spreadsheet haul: questions, terms and where to ask
Start with the questions below. If yours is not there, the first section says who can answer it and what to include so the reply is useful.
Where to get help, and what to send
Need help with an order, a parcel or a missing item? The agent you bought through is the one who can act, because it holds the order, the warehouse record and the carrier contract. Use its ticket or message system rather than a public channel, and include:
- the order number for each line involved, and the parcel number if one exists;
- the docket numbers for those lines, for example "ordered 2, landed 1";
- the warehouse photos and, after delivery, the unboxing video and layout photo;
- one clear question, such as "was this item packed in parcel 2?".
No editorial mailbox is currently listed. Order, payment and parcel questions belong to the support channel of the agent holding the order.
Questions to check while a haul is moving
Use these answers to locate the next action while items are moving. The buying guide follows the sequence; the warehouse count and parcel count pages explain how to reconcile the items.
Can I still use old Mulebuy links?
Use the original marketplace URL where it is available, not an inaccessible Mulebuy account or cart URL. Confirm that the listing and selected option still exist and that your chosen agent accepts them.
Is the catalogue a shop?
No. It is a product catalogue of cards, each pointing to a marketplace listing. Nothing is bought on the catalogue; you take the listing to an agent, and the agent buys it for you.
How many items should a first haul have?
There is no rule. Four to six lines is enough to meet every stage without much to untangle if something goes wrong, which is why we suggest it for a first haul.
Why does an item show as received but not in my warehouse list?
Mulebuy’s historical workflow separates receipt from warehouse inspection and storage. In the illustrated guide, available items and QC thumbnails are opened from Warehouse. If an item is absent, send the order ID and domestic delivery record to the agent instead of assuming that a courier scan confirms completed intake.
The photos show fewer pieces than I ordered. What now?
Check the order status for a cancellation and refund first. If there is none, ask the agent whether the seller sent the full quantity. Do this before submitting the parcel, while the seller can still be asked.
Should I wait for every item before shipping?
Only if the free storage period allows it. Free storage runs per item from its stored date, so the oldest line sets the deadline. A small late item can follow in a second parcel.
Is a trial pack worth paying for?
A rehearsal can help with bulky or mixed parcels, but check its price and what the service supplies. Do not assume a soft-clothing estimate is accurate: packaging, dimensions and the line’s billing steps can still change the final charge.
Do you say what to write on the customs declaration?
No. Fill in the agent's form truthfully and follow your own country's rules. If the form is unclear, ask the agent what it needs.
Something is missing from the delivered parcel. Who do I contact?
The agent, the same day, with the parcel number, the line's order number, its warehouse photos, the unboxing video and your docket numbers. The agent holds the packing record and the contract with the carrier.
Does the docket tool send my data anywhere?
No. It runs in your browser and saves to local storage on your device only. Copy the plain-text version if you want to keep it elsewhere.
Are the agent links paid?
Some carry our referral codes, which pay for the site. The comparison on the agents page is based on each agent's published terms, and the codes do not change what we write.
Glossary of haul terms
Agents and haul communities use a compact vocabulary. These are the terms you will meet most often on agent screens and in posts, explained the way a haul uses them.
- QC
- Quality check: the warehouse photos and visual inspection when an item is stored. It shows what arrived; it is not a guarantee.
- GL and RL
- Green light and red light: haul shorthand for approving an item from its QC photos or asking for it to be returned or exchanged.
- Line
- Two meanings. On your docket, one item in one size and colour. At an agent, a shipping option with its own carrier, rules and price.
- DI
- Superbuy's word for a single item in your warehouse; storage and some services are charged per DI.
- Received and stored
- Received: the seller's parcel has reached the warehouse. Stored: the item has been inspected and is ready to ship; LoongBuy calls this warehoused and Kakobuy calls it in storage.
- Consolidation
- Putting several stored items into one outbound parcel.
- Rehearsal or trial pack
- Paying the warehouse to pack a parcel as a test, so you see its weight and size before paying freight.
- Chargeable weight
- The higher of the parcel's scale weight and its volume weight; freight is charged on this figure.
- Abnormal parcel
- A parcel the warehouse cannot match to an order or account, often because of a wrong or missing tracking number; it is stored under stricter rules.
- Waybill
- The shipping document for a parcel; some agents call submitting a parcel "submitting the waybill".
- Domestic shipping
- The seller's postage inside China, from the seller to the agent warehouse.
- Per-parcel fee
- A fixed charge applied to each outbound parcel regardless of its contents, such as a declaration or packaging fee.
Find the right record before asking for help
In the official Mulebuy example below, Warehouse opens the received-item records and QC Photos opens a picture. For a wrong option or missing view, send the order ID, the paid option and the relevant image together. For an order still waiting on purchase or domestic delivery, use Orders; for an outbound shipment, use Parcel and its parcel ID.
Request a review before international dispatch if a photo shows a mismatch. Confirm the seller’s eligibility rules, the item’s deadline and any fee. Do not post an item back without instructions, and do not treat free storage as extra time to request a return.