Hey Ndatala, welcome to the Complaint Hub community!
Looking at the screenshots you just uploaded, you have a rock-solid case. Even if the initial math of the payments was confusing, it doesn’t matter anymore because you have the ultimate proof: their agents (“Dollar-Always cargo” and “Ouny-Allwayse Cargo”) explicitly admitted in writing that you have a 1559 RMB balance and flat-out refused to refund it. Forcing a customer to accept “store credit” for a company’s own billing mistake is completely illegal under Chinese consumer and commercial law, especially since you are relocating to Germany and cannot even use their service.
Here is exactly how you can force Allwayse Cargo to hand your money back using the evidence you just provided, complete with the official sources and links you need to file your reports:
1. Dispute the Transaction on Alipay/WeChat Pay
In your third screenshot, it shows you paid via a scanned QR code (which supports WeChat/Alipay/UnionPay). Because you didn’t do a direct bank wire, you have buyer protection.
- Action: Open your Alipay or WeChat Pay app, go to your transaction history, and find the exact payment of 7,810.14 (or the equivalent RMB amount) made to Allwayse Cargo.
- Report: Click on the transaction, select “Dispute” or “Report Merchant” (投诉).
- Evidence: Upload the exact screenshots you shared here. Payment apps in China take forced retention of funds very seriously and can freeze the merchant’s receiving account if they violate the rules.
- Official Sources: * Alipay Customer Protection & Dispute Center: https://www.alipay.com/ (Navigate to the Help Center → Merchant Disputes)
2. File a SAMR (12315) Complaint
The State Administration for Market Regulation (SAMR) is the government body that oversees business licenses in China. Logistics companies based in Guangzhou/Shenzhen are terrified of 12315 complaints because it damages their corporate social credit score.
- Action: Go to the National 12315 portal (you can use Google Translate on your browser to navigate it).
- Details: File a complaint for “Unfair Trade Practices” and “Refusal to Refund Overcharge.” Attach the screenshots of your VIP dashboard showing the ¥1559.40 balance and the agent’s refusal.
- Official Source: National 12315 Dispute Resolution Portal: https://www.12315.cn/
3. Send a Final Ultimatum on WeChat
Before you spend time filling out government forms, use those screenshots against them to scare management into compliance. The frontline agents on WeChat are just following a script, but management knows the law.
According to the Law of the People’s Republic of China on the Protection of Consumer Rights and Interests (specifically Article 10 regarding fair deals and Article 53 regarding unfulfilled services), withholding your funds for a mandatory future credit is illegal. You can reference the English translation via the National People’s Congress here: http://www.npc.gov.cn/zgrdw/englishnpc/Law/2007-12/12/content_1383925.htm.
Copy and paste this exact message to them on WeChat:
"FINAL NOTICE: You have admitted in writing that you owe me 1559 RMB due to your own pricing error. According to the Law of the PRC on the Protection of Consumer Rights and Interests, you cannot force a customer to accept ‘store credit’ for your billing mistake. I am relocating to Germany and will not use your services.
If the 1559 RMB is not refunded to my original payment method within 24 hours, I am submitting these chat logs to:
- Alipay/WeChat Merchant Dispute Center to freeze your payment gateway.
- The SAMR 12315 National Portal for fraudulent retention of funds.
Please process the refund immediately to avoid official escalation."
Stand your ground, Ndatala. Don’t let them keep your money. Let us know here on the Hub as soon as they reply to that ultimatum!
