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Frequently Asked Questions

FAQ Center

This section compiles the most frequently asked questions from customers, helping you find answers quickly.

Account & Registration

How do I upgrade to a B-end contracted customer?

After registering a regular account, please click "Upgrade to B-end Customer" on the system homepage. You will need to upload your company business license and fill in basic information. Once submitted, our sales manager will complete the review within 1-2 business days.

What should I do if I forget my password?

On the OMS login page, click "Forgot Password," enter the mobile number you registered with, and the system will send a verification code. After verification, you can reset your password.

Shipping & Finance

What is the "prepaid" model? What happens if the balance is insufficient?

To ensure shipping efficiency, KEC adopts a pre-recharge deduction system. When your account balance (including credit limit) falls below 0, the account will enter a "locked" status, preventing the creation of new orders, and stored packages will also be blocked from outbound shipment. Please recharge in a timely manner to avoid any impact on shipping.

How do I file a claim for lost goods?
If goods are lost within KEC's scope of responsibility, please submit a claim application within 30 days after shipment. Compensation standards vary by country, and specific details are shown in the price list.
What payment methods are supported?

The current OMS system supports WeChat Pay 和 Alipay for instant top-up. For corporate bank transfers, please contact your account manager to obtain the bank account details. After the transfer, you will need to upload the remittance receipt for manual verification.

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