Top-up Guide: Balance Use, Validity, Refunds & Top-up Issues
Topping up adds funds to your OriginBuy account balance, which you can then use to pay for OriginBuy services such as purchasing and parcel forwarding. This guide explains how your balance can be used, how long it stays valid, how refunds and exchange rates work, and what to do if a top-up goes wrong.
Key facts at a glance
| Topic | Details |
|---|---|
| Where to top up | My Assets → Top Up |
| What the balance can pay for | Services provided directly by OriginBuy, such as purchasing and parcel forwarding |
| Transfers | Not possible: the balance belongs to your account only |
| Validity | 10 years from the date of the successful top-up |
| Refunds after cancelling an order | Returned to your OriginBuy balance |
| Top-up transaction fees | Non-refundable |
| Reporting a top-up problem | Free within 30 calendar days; US$2 verification fee from day 31 up to 5 years; not accepted after 5 years |
| Verification time | Within 10 business days of receiving all required materials |
How you can use your balance
- Your balance can only be used for services provided directly by OriginBuy, such as purchasing and parcel forwarding.
- It can only be used in your own account and cannot be transferred to another account.
- Your balance is a prepayment for platform services. It is not a bank deposit, does not earn interest, and cannot be used to pay third-party sellers directly.
Balance validity
Topped-up balances are valid for 10 years from the date of the successful transaction. If there is no activity on your account during those 10 years, OriginBuy will try to contact you through your registered contact details to arrange a refund. If we cannot reach you, the remaining balance will be handled in accordance with our Terms of Service.
Order cancellations, refunds and exchange rates
- When you cancel an order, the refund is returned to your OriginBuy balance.
- Where a refund to the original payment method applies, the amount is converted at the settlement exchange rate used for your original top-up.
- Transaction fees charged for a top-up are non-refundable.
- You bear the risk of any loss caused by exchange rate fluctuations.
Before you pay, the top-up page shows the amount that will be credited to your balance and the amount you will pay in your payment currency. The exchange rate is fixed when you pay.
Top-up problems
If a top-up failed, you were charged twice, or you were charged but your balance was not updated, follow the steps below.
How to report a problem
Contact our customer service or email support@originbuy.com with the following:
- The transaction reference number
- A screenshot of the charge
- Your bank statement or other proof of payment
- Your OriginBuy account details
Deadlines and fees
- Within 30 calendar days of the charge date: free.
- From day 31 up to 5 years after the charge date: a manual verification fee of US$2 applies.
- After 5 years: reports can no longer be accepted.
Processing time
We complete verification within 10 business days of receiving all the required materials. If we confirm that a system error caused a duplicate charge or a missing top-up, we will refund you in accordance with the relevant policies.
Frequently asked questions
Can I transfer my OriginBuy balance to another account?
No. An OriginBuy balance can only be used in the account that was topped up and cannot be transferred to another account.
How long is my OriginBuy balance valid?
Topped-up OriginBuy balances are valid for 10 years from the date of the successful top-up. If your account has no activity in that time, we will try to contact you to arrange a refund.
Where does my refund go when I cancel an order?
OriginBuy returns the refund to your account balance. Where a refund to the original payment method applies, it is converted at the exchange rate used for your original top-up.
Are top-up fees refundable?
No. Transaction fees charged when you top up your OriginBuy balance are non-refundable, and you bear the risk of exchange rate fluctuations.
What should I do if my top-up failed or I was charged twice?
Contact OriginBuy customer service or email support@originbuy.com within 30 calendar days of the charge, with the transaction reference, a screenshot of the charge, proof of payment and your account details. We verify it within 10 business days.
Can I still report a top-up problem after 30 days?
Yes, up to 5 years after the charge date, but OriginBuy charges a US$2 manual verification fee after the first 30 calendar days. Reports made more than 5 years after the charge cannot be accepted.
Contact us
If you have any questions about topping up, email us at support@originbuy.com.