Frequently Asked Questions for Temu Orders

1. How to find a Temu order in CS Backend?

In CS Backend, go to 'Customers and Orders', select 'Temu OrderID' as your 'Order Keyword:', paste the Temu Order ID (starting with PO-) as your reference and click 'Search'. Alternatively, you can use the tracking number to search under 'Item Keyword:' > 'Trackingnumber'

2. Do Temu orders have phone number and email address?

No, Temu orders only have Virtual phone number and Virtual email. It is recommended that you contact buyers online. Customers can only receive emails from couriers and will not receive emails from you if you try to contact them through the virtual email address. If you need to contact customer, follow this process: Sending Outbound Message in Temu

3. What should we do if the courier requires a recipient phone number for delivery?

You can contact the customer to request for contact number. Follow this process: Sending Outbound Message in Temu. However, please take note that exchange of phone numbers may be prohibited in Temu messaging. Hence, in case the buyer's message is being blocked by the system, you may advise the customer to write their contact number on a clean sheet of paper, take a picture of it and send the picture to us.

4. For Change-of-Mind return on Temu order, can we do a partial refund and is there a restocking fee?

You can contact the customer upon receiving the return request to offer a partial refund and encourage them to keep the item. If they accept your offer, customer must close the return request for us to be able to issue the partial refund. See Partial Refund for Return Case (Temu) for the process. On the other hand, if the buyer returns the item, they are entitled for a full refund after we receive the returned item. Restocking fee is not applicable in Temu.

5. Can we arrange collection for a return?

For return requests that were not auto-approved by Temu, if the item cost is $60 and above and the item is in a resalable condition, we can arrange collection and upload the return label in the return request if we are able to get the customer's phone number in a short period of time. This is because there is a limited period of time set for us to respond to the return request once it is requested. If the courier is unable to provide the return label within the time frame, we can issue the refund and continue with the collection afterwards. Temu will automatically issue a refund to the buyer if the return label is not uploaded within the allowed time frame.