Help Center

It is currently available only to sellers who have enabled "Credit card payments". The auction feature is turned on only after the credit card payment provider approves your application. Once approved, if you want to use auctions, you must also keep the credit card payment method enabled.

If you have already applied to a payment provider and still cannot use auctions, your application has not yet completed the full approval process.

If you are suspended because you did not place an order after winning an auction, you can request to re-place the order on the same order. Once the seller agrees and you complete checkout, the suspension is lifted automatically. Within 30 days after the suspension, you can still contact that seller and request to re-place the order; after 30 days, you can no longer request a re-order or message the seller, and the only option is to pay the unlock fee under Article 5 of the Terms of Service.

When the same buyer has multiple orders, the seller can merge them into one order. Once the buyer completes checkout for the new merged order, the original orders are canceled automatically.

(Auction listings can be merged with regular listings.)

Notes:

1. If the orders include a won auction listing, the buyer must first complete checkout for that auction order (that is, the order is created) within 24 hours after winning, and only then can the seller merge. The system does not merge orders automatically. If a buyer fails to check out in time while waiting for a merge, the order is still treated as abandoned and the buyer is automatically suspended.
2. Orders paid by bank transfer or convenience store payment code cannot be merged.

No. Free-shipping coupons are not carried over to the new order. The old orders are canceled only after the merged order is checked out, and the coupon is returned only after cancellation. By then the merged order has already been paid, so the returned coupon cannot be used on it.

This means the credit card 3D verification failed and the payment was unsuccessful. Wait a moment, then reopen the payment link and pay again.

Credit card refunds: the actual refund date depends on each card issuer.
ATM virtual account transfer and convenience store payment code refunds: usually about 5–7 business days.

If the seller has obtained a 7-ELEVEN MyShip tracking number but has not yet shipped, and the buyer requests cancellation and the seller agrees, your shipping rate is not affected. Once the seller presses "Arrange Shipment" and does not actually ship, the shipping rate is reduced.

If an order is canceled by the system because the seller did not respond to the cancellation request, it is not counted as an overdue unclaimed record, so your pickup rate is not affected.

Pre-orders are special. Once an order has been placed for 7 days, canceling it requires the buyer to submit a cancellation request, or the seller can press "Unable to fulfill pre-order" to cancel the order.

An order can be held for up to 90 days before you press Arrange Shipment. After 90 days, the system cancels the old order and automatically creates a new one. The buyer must check out again within 7 days; if they do not, the system automatically suspends the buyer's account.

If the buyer is suspended and the seller has concerns about shipping, the seller may explain to the buyer and then cancel the order directly. This also applies to pre-orders older than 7 days.

A seller can still process existing orders and ship them during a suspension, and messages can be sent and received normally throughout. If you need to cancel an order, submit a cancellation request, and it will be completed once the seller approves.

This usually happens because the buyer's old account has unclaimed-package records, which are linked to their 7-ELEVEN MyShip identity and caused them to be blacklisted. Please ask the buyer to contact customer support with the phone number used when placing the order; the platform will help confirm the status and explain how to unlock it.

Note: The platform prohibits alternate accounts. If a buyer opens a new account and places orders while the old account is still locked, the platform will suspend the new account even if the old account is later unlocked by paying the fee.

Yes. Sellers can print their own shipping labels (self-adhesive shipping labels) without going to a convenience store kiosk. Log in to the KOCA web dashboard, select multiple orders with the status "Waiting for seller to ship" on the "Orders" page, and click "Batch print shipping labels" to print several at once with your own printer or label printer. For a single order, open that order and click "Print shipping label" in the shipping information section. Self-printing is currently available only in the web dashboard; the app has no self-print button. Orders that you deliver yourself (seller drop-off) have no shipping label to print.

If printing yourself is inconvenient, you can still copy and paste multiple shipment numbers into the Openpoint app, then just scan the QR code at the convenience store to print all the shipping slips at once.

Tutorial → https://reurl.cc/532yjR

If you are an Android user, you may be using DNS or related apps that block ads. Please try the following:
Settings → Connections → More connection settings → Private DNS

Turn it off, and you should be able to jump directly to 7-ELEVEN MyShip in the app to place the order.

If you are an iOS user, it is usually because 7-ELEVEN MyShip is under maintenance, or you are abroad or have a VPN turned on. We recommend placing the order again after maintenance is finished, or after you return to Taiwan.

7-ELEVEN MyShip sends a text message and email; tap the link in either to choose a new store. You can also log in to 7-ELEVEN MyShip directly and re-select the store in your purchase history.

Sellers can turn on vacation mode at the very bottom of "My Base" -> "Shop Settings".

The platform strictly prohibits arranging in-person meetups privately beforehand; this is treated as an off-platform transaction. If you need an in-person meetup, first create an order paid by bank transfer or credit card, choose self-delivery as the shipping method, and then arrange a time to meet.

KOCA issues invoices to the "seller". You can set up invoice assignment under "My Base" -> "E-Invoice Settings".

How to look up an invoice:
Go to the Amego e-invoice value-added center, Invoice Lookup, and enter the following information
Platform: General Invoice
Seller tax ID: 60656527
Order number: KOCA-order number-seller

(Paste the whole string and only change the order number, for example: KOCA-12a45-seller)
Phone or email: the email you provided

Recently, some buyers who had not completed bank verification placed many orders and then abandoned them without picking up. To protect transaction order and sellers' rights, the platform has started limiting the number of concurrent orders for "buyers who have not completed bank verification".

(Buyers who have completed bank verification are not subject to this limit.)

Regular order limits are as follows:
0–4 completed orders: up to 3 pre-order and 3 in-stock orders in progress at the same time (6 total)

5–19 completed orders: up to 5 pre-order and 5 in-stock orders in progress at the same time (10 total)

20–49 completed orders: up to 10 pre-order and 10 in-stock orders in progress at the same time (20 total)

50 or more completed orders: up to 20 pre-order and 20 in-stock orders in progress at the same time (40 total)

Auction orders are counted separately from regular orders

An auction counts as an active participation only while "you are currently the highest bidder" and the auction has not yet ended. If another buyer outbids you, that auction no longer uses up your quota. The number of auctions you can join at the same time is:

0–4 completed orders: 3 auctions at the same time

5–19 completed orders: 5 auctions at the same time

20–49 completed orders: 10 auctions at the same time

50 or more completed orders: 20 auctions at the same time

You can only change your phone number once every 90 days.

Yes, but it depends on whether the account has transaction records. For accounts with no transaction records, once it is confirmed that there are no outstanding matters, disputes, legal obligations, or other necessary reasons to retain data, you can request deletion of the account and related personal data. For accounts with transaction records, you must first complete or properly handle outstanding transactions, account balances, and other unresolved matters, and then request to close the account, which stops login and public display. The platform retains the minimum necessary account identification, identity verification, transaction, payment/settlement, accounting voucher, and related records in accordance with applicable laws and necessary business restrictions. Under Article 38 of the Business Accounting Act, accounting vouchers must be kept for at least five years, and accounting books and financial statements for at least ten years. Retained data is used only for the original purpose of collection, legal compliance, dispute handling, and audits, and is deleted or anonymized once the retention period expires or it is no longer needed. The necessary identity information retained for such transaction accounts may not be used again to register on this platform or for identity verification. For retention periods of each type of data, see the Privacy Policy and the Seller Identity Verification Policy.

If the buyer does not pick up the package, it is first returned to the KOCA platform, which then helps send it to the return store you set. The platform bears the shipping fee for the first return.

Note: If the package is not picked up within 7 days after being returned to your store, it is returned to the platform again. If you need a second return, you must pay the shipping fee for the second delivery yourself.

The return process is handled by the buyer: after entering the return number at the kiosk, the sender on the return slip is shown as "王*方". This is a platform rule, and the system uniformly displays the name of the company's responsible person.

After downloading the KOCA app, sign up by linking your phone number and email, and you can start shopping on KOCA!
To start selling, you need to pass "identity verification".

Your phone number is only used to link your account when you first sign up. After that, you only need to receive a verification code by email to log in. So even if you change your phone number later, you can still log in by receiving the email.

Open KOCA and go to My Base. At the top you will see "Go to identity verification"; tap it to automatically fill in the email content and recipient for identity verification.

Under the KOCA Terms of Service, the Business Accounting Act, and the Personal Data Protection Act, to become a seller, you must complete KOCA identity verification before you can create listings.

1. Upload a valid government-issued ID or residence permit
2. Upload a selfie of yourself holding your ID to confirm your identity
3. Upload the cover page of your bank passbook (used for receiving order payouts)

Through multiple verification steps, we safeguard the authenticity of every shop from the start, preventing scammers from impersonating others to trade, and protecting every buyer's rights.

After you submit the verification request, review is usually completed within 3–5 business days. If the review fails because the information is incomplete or incorrect, just repeat the steps above and submit again.

If there are no transaction records, and no outstanding matters, disputes, legal obligations, or other necessary reasons to retain data, go to the app's "My Base" -> "Edit Profile" -> "••• at the top right" -> "Delete Account" to submit a deletion request.

If there are transaction records, first complete or properly handle outstanding transactions, account balances, and other unresolved matters. Once done, contact the KOCA official assistant to request closing the account, which stops login and public display. The minimum necessary data that must still be retained by law or for necessary business reasons will not be deleted immediately when the account is closed; it will be deleted or anonymized once the retention period expires or it is no longer needed. For retention periods of each type of data, see the Privacy Policy and the Seller Identity Verification Policy.

Please note that the necessary identity information retained for accounts with transaction records may not be used again to register on this platform or for identity verification.

Go to that user's chat -> tap "•••" at the top right, then tap "Block user" to block them!

If you block a user, that user will not be able to:
1. Send you messages
2. Place orders on your listings

To unblock a user, go to the app's "My Base" -> "Settings at the top left" -> "Block List" and remove the block yourself.

If you are blocked by another user, you can no longer send any messages to them.
If you were blocked while you have unfinished orders with them, please contact the KOCA official assistant for help.

Open KOCA and go to My Base. At the top you will see "Go to identity verification"; tap it to automatically fill in the email content and recipient for identity verification.

Under the KOCA Terms of Service, the Business Accounting Act, and the Personal Data Protection Act, to become a seller, you must complete KOCA identity verification before you can create listings.

1. Upload a valid government-issued ID or residence permit
2. Upload a selfie of yourself holding your ID to confirm your identity
3. Upload the cover page of your bank passbook (used for receiving order payouts)

Through multiple verification steps, we safeguard the authenticity of every shop from the start, preventing scammers from impersonating others to trade, and protecting every buyer's rights.

After you submit the verification request, review is usually completed within 3–5 business days. If the review fails because the information is incomplete or incorrect, just repeat the steps above and submit again.

Under the KOCA Terms of Service, the Business Accounting Act, and the Personal Data Protection Act, to become a seller, you must complete KOCA identity verification before you can create listings.

The system automatically adds a watermark to all personal information you upload. By the time we receive the data it is already covered by watermarks, so there is no possibility of your personal information being used anywhere else.

The selfie holding your ID is also meant to ensure that the application is made voluntarily by the ID holder, preventing underage fans from using a parent's or relative's information and avoiding further legal problems later!

Our role is to keep the transaction process safe and transparent, for example by providing payment protection, reducing the risk of defaults, and tracking order status. When you trade on KOCA, an order can be frozen if you receive a fake card, a seller can be found if you run into fraud, buyers who do not pick up their orders are suspended once reported (and cannot sign up again with a different email), and in more serious fraud cases we will help provide data to judicial authorities.

Through multiple verification steps, we safeguard the authenticity of every shop from the start, preventing scammers from impersonating others to trade, and protecting every buyer's rights.

If your account has no transaction records, and it is confirmed that there are no outstanding matters, disputes, legal obligations, or other necessary reasons to retain data, please contact the KOCA official assistant, and we will help delete the identity verification data and images that no longer need to be kept.

If your account has transaction records and all outstanding transactions, account balances, and other unresolved matters have been completed or properly handled, you can contact the KOCA official assistant to request closing the account, which stops login and public display. The minimum necessary identity verification, transaction, payment/settlement, accounting voucher, dispute handling, and audit records may be retained by law or due to necessary business restrictions; under Article 38 of the Business Accounting Act, accounting vouchers must be kept for at least five years, and accounting books and financial statements for at least ten years. The necessary identity information retained may not be used again to register on this platform or for identity verification. Once the retention period expires or it is no longer needed, the relevant data will be deleted or anonymized.

Yes. In the KOCA app, use [My Base → Update Bank Information] to enter your new bank account details and submit them to wait for identity verification review.

Please note that updating bank information requires you to upload your ID and a selfie again, to ensure the update is made voluntarily by you and to avoid later disputes.

After downloading the KOCA app, sign up by linking your phone number and email, and you can start shopping on KOCA!

Add the listings you like to your cart and check out following the in-app instructions. You must complete the order form on 7-ELEVEN MyShip within 15 minutes; once done, the order is successfully placed, and you just wait for the seller to ship.

If you do not fill in the form within 15 minutes, or the information entered is wrong, the order will be canceled.

Buyers can cancel an order themselves within 15 minutes after placing it. After 15 minutes, canceling requires the seller's agreement.

If the seller does not reply or arrange shipment for a long time, the order is automatically canceled by the system 7 days after the cancellation request is sent.

Before the merch is shipped, the seller may choose to cancel the buyer's order due to possible external factors (such as being out of stock). If you have questions, you can talk to the seller directly through "Chat". We do not recommend that sellers cancel buyers' orders arbitrarily, to avoid unnecessary disputes and damage to the seller's credibility.

However, if a seller is found to repeatedly default on orders, or to cancel low-priced sold orders and resell at a higher price, they may be warned or suspended after being reported, depending on the situation.

To maintain good transaction quality, if you find a listing page on the site that violates the published policies, please report it at any time through the "Report" feature in the app to that Planet's Captain (or contact the KOCA official assistant; when we receive a report, we will review it as soon as possible).

After checkout, the order number and total price will appear. When you open the 7-ELEVEN MyShip link, the system automatically fills in the listing name and price fields; please do not change them. Then follow the 7-ELEVEN MyShip ordering steps to enter your pickup store and personal information to complete the order.

KOCA currently supports cash on delivery, credit card payment, bank transfer (ATM virtual account transfer), and convenience store payment code. The payment methods actually available for an order depend on each seller's settings.

Delivery is handled by the third-party logistics company of 7-ELEVEN MyShip. If a package is delayed or cannot be delivered, please first contact the logistics company to check the delivery status. KOCA can help you contact the logistics company but cannot directly control the delivery process.

Invoices for your purchases are provided by the seller.

Under the rules of the Ministry of Finance of the Republic of China (Taiwan), a seller who sells goods or services entirely online and whose monthly sales do not exceed the threshold [from January 1, 2025: NT$100,000 for goods and NT$50,000 for services] may temporarily be exempt from tax registration with the tax bureau and from issuing invoices to buyers.

Under KOCA platform rules, if a buyer fails to pick up an order on time, the platform may block the user's account and restrict their ability to place orders and create listings. Orders created before the suspension can still be shipped and picked up normally. Within 30 days after the suspension, you can still contact that seller through "Chat"; after 30 days, you can no longer message the seller, and the only option is to pay the unlock fee under Article 5 of the Terms of Service. If you want to restore your account after an unclaimed order, please refer to the following:

1. Request re-delivery (the main method): If the order status is still "Unclaimed" and both the payment and shipping methods are 7-ELEVEN MyShip pay-on-pickup, use the "originally suspended account" to tap "Request re-delivery" on that order page. After the seller taps "Agree to re-ship", confirm (or change) the convenience store pickup location within 24 hours and complete the 7-ELEVEN MyShip order, and the KOCA logistics center will ship it again. The suspension is lifted automatically only after you actually pick up the re-shipped package (completing checkout alone does not lift it). Each order can use this only once, and you need to update the app to the latest version first. Please note that placing orders with another account (even by the same buyer) cannot lift the original account's suspension, and you do not need to, and must not, ask the seller to open a separate listing for you to order again.

2. If re-delivery is no longer possible (the order has entered "Returning" / "Returned", the package has been returned to the seller's store, or the re-delivery request has already been used), or the suspension has lasted more than 30 days and you can no longer message the seller, you need to pay the unlock fee as described in "Account Blocking and Unblocking Rules" in the Terms of Service to unlock, or tap "Contact customer support" on the order page for customer support to verify and handle it.

It means the phone number you entered belongs to an account that has been suspended by KOCA. To prevent a suspended account from continuing to receive packages through other people's orders, that number cannot be used as the recipient or pickup phone number on anyone else's order during the suspension; the restriction does not apply only when the number's own holder handles orders created before the suspension with their own account. Please enter another number that is not suspended, or ask the holder of that number to unlock the account first.

Yes. As long as that number currently belongs to a suspended KOCA account, it cannot be used on anyone's order, except by the holder using their own account. You can enter your own number or another number that is not suspended. If that number is the person's own active account, ask them to unlock the account first (see the next question for how), and then it can be used normally.

The holder of that number needs to unlock the account first, and the method depends on the reason for the suspension: for a suspension caused by an unclaimed order, use "Request re-delivery" on the original order and actually pick up the re-shipped package; for a suspension caused by not placing an order after winning an auction, use "Request re-order" on the original order, and once the seller agrees and you complete checkout, it is done without waiting for delivery. Each of these two methods has eligibility conditions (depending on the payment and shipping methods, the current order status, the number of requests, and the time limit). For details, see "I did not pick up my order on time and was suspended. What should I do?" and "I won an auction but forgot to place my order and got suspended. What should I do?". If you do not meet the conditions, pay the unlock fee under the "Account Blocking and Unblocking Rules" in the Terms of Service instead. For suspensions for other reasons (for example, manual action by the platform), paying a fee does not unlock automatically, and the holder must handle it personally through "Contact customer support" in the app. Once the account is unsuspended, the number can again be used as a recipient or pickup phone number.

Yes. This restriction applies only to "entering the number of another suspended account"; your own registered number is not affected, and orders created before the suspension can still be received and completed normally.

If the merch is returned because it was not picked up on time, the shipping fee and the payment processing fee on the amount actually charged for shipping will be deducted before the remainder is refunded to the buyer's credit card. (Any unclaimed fee set separately by the seller is calculated separately and is not included in the payment processing fee refunded to the card.)

Example: A buyer pays by credit card for a NT$200 listing with NT$65 shipping, for a total charge of NT$265. The buyer does not pick up the order, and is refunded 200 – 65 – (65*0.03 domestic credit card rate) = NT$133.

If the merch is returned because it was not picked up on time, the shipping fee, the payment processing fee on the actual transfer amount, and the fixed refund handling fee will be deducted before the remainder is refunded to the buyer. (Any unclaimed fee set separately by the seller is calculated separately and is not included in the payment processing fee on the refund.)

Example: A buyer pays by bank transfer for a NT$200 listing with NT$60 shipping, for a total transfer of NT$260. The buyer does not pick up the order, and is refunded 260 – 60 – (260*0.01 transfer payment processing fee) – 10 = NT$187.

If the merch is returned because it was not picked up on time, the shipping fee, the payment processing fee, and the refund handling fee will be deducted before the remainder is refunded to the buyer. (Any unclaimed fee set separately by the seller is calculated separately and is not included in the payment processing fee on the refund.)

Example: A buyer pays with a convenience store payment code for a NT$200 listing with NT$60 shipping, for a total payment of NT$260. The buyer does not pick up the order, and is refunded 260 – 60 – 25 – 10 = NT$165.

To become a KOCA seller, you first need to pass "identity verification". Verification requires sending the front and back of your ID by email, and after approval you can start selling!

Listings must comply with the KOCA Terms of Service. In addition, listed merch must be official genuine products; you may not sell unofficial homemade merch or pirated products. If a report is received about selling unofficial merch, the listing will be removed immediately.

Under the platform's mechanism, within 15 minutes after the buyer places an order, if the seller has not yet pressed "Arrange Shipment", the buyer can cancel the order directly. After 15 minutes, or once shipment has been arranged, the buyer cannot cancel directly and must submit a cancellation request to the seller with a reason, and the seller decides whether to agree.

Once the seller presses "Arrange Shipment" and obtains a tracking number, the order cannot be canceled directly.

If both parties have reached an agreement, you can ask the buyer to submit a cancellation request, and once the seller agrees the order can be canceled. This does not affect the seller's shipping rate. If the parties have not reached an agreement, the seller must still complete shipment at the store within three days after the tracking number is generated. If shipment cannot be completed within the deadline, the order is automatically canceled in line with 7-ELEVEN MyShip's mechanism, which affects the seller's shipping rate.

If a buyer wants to merge orders, re-place an order, or has other needs that require canceling an order after shipment has been arranged, they can contact the KOCA official assistant through the customer support icon at the top right of the order page.

For 7-ELEVEN MyShip pay-on-pickup orders, an order can be held for up to 90 days after it is placed, before the seller presses "Arrange Shipment". When the period expires, the system automatically cancels the order in line with 7-ELEVEN MyShip's mechanism; after cancellation, the system creates a new order, and the buyer only needs to check out again.

Under the platform's mechanism, once the seller presses "Arrange Shipment", a 7-ELEVEN MyShip tracking number is generated, and the seller must complete shipment within 72 hours after the number is generated. If the seller does not ship at the store by the deadline, the system automatically cancels the order, which affects the seller's shipping rate.

Tap the order from "System Messages" or "Sales History" and tap "Arrange Shipment" to start preparing the package. After a while the system generates a shipment number and sends an app push notification, and you can then take this number to a convenience store to ship.

(You can also paste the number into the Openpoint app:
Services >> Send/Pick up packages >> Send with code, then paste the KOCA shipment number. Printing several at once is even more convenient!)

If you want to print the shipping label with your own printer or label printer, log in to the KOCA web dashboard, open an order with the status "Waiting for seller to ship" on the "Orders" page, and click "Print shipping label" in the shipping information section. For multiple orders, select them in the order list and click "Batch print shipping labels" to print them all at once. Self-printing is currently available only in the web dashboard; the app has no self-print button. Orders that you deliver yourself (seller drop-off) have no shipping label to print.

If the buyer does not pick up the package, it is first returned to KOCA and then sent to the return store you set. Updates on the return shipment will appear on the order screen in the app, and when the returned package arrives at the store, a text message will also be sent to remind you to pick it up.

Please note that if the returned package is not picked up within 7 days after arriving at your store, it will be returned to KOCA again. You must pay the shipping fee yourself before we can ship the returned package again.

For orders created on or after January 1, 2026, KOCA charges a 2% platform service fee on each order. For detailed rules and how the fee is collected, see Platform Service Fee Explained.

When the buyer has picked up the order and there is no dispute, the platform will pay out to the bank account you provided on the announced settlement cycle. Payout details can be viewed in the KOCA app.

The National Taxation Bureau of the Ministry of Finance states that an individual who sells goods or services over the internet must register for tax with the tax bureau as soon as monthly sales of goods reach NT$100,000 or sales of services reach NT$50,000; if monthly sales of goods do not reach the business tax threshold (from 2025: NT$100,000 for goods and NT$50,000 for services), tax registration may be temporarily waived.

Please contact the buyer and explain the refund conditions and how it will be handled. If there is a dispute, the platform will help you understand the situation but will not process the refund payment on your behalf. Please state your return and exchange policy clearly in the listing description to reduce disputes.

"Shipping damage (transit damage)" means that, based on the evidence submitted by the buyer and seller about this shipment, KOCA determines that the merch was physically damaged during transit. The seller must first refund or compensate the buyer in accordance with KOCA's decision on the amount and method of the refund or compensation; whether the damaged merch is returned is also determined by KOCA. The seller may not refuse or delay on the grounds of waiting for the logistics claim result. KOCA will help file a claim with the logistics company; once the logistics company later approves and pays the claim and KOCA actually receives the payment, KOCA will return that amount to the seller. If the logistics company rejects the claim or pays less than the loss, the seller still bears the unpaid difference. This rule does not apply to mere delays or lost packages; please pack merch well and keep evidence of shipping and unboxing.

7-ELEVEN MyShip shipping orders are handled by "KOCA INC.". Therefore, for shipment numbers sent out through KOCA, the sender is always shown as "酷X股"!

Company information: KOCA INC.
Tax ID: 60656527

The contact phone number for a return store likewise cannot be the number of a suspended account. Please set it again using your own number or another number that is not suspended; the same rule applies when a store closes and you need to choose a new return store.

Go to My Base and tap "My Wallet" to check your current wallet balance. To withdraw, tap the withdraw button.

Withdrawals to CTBC Bank (822) have no fee. For banks other than CTBC, KOCA deducts a NT$15 fee and then transfers the withdrawal amount to the bank account you specified. The inter-bank fee is charged only when the withdrawal succeeds.

✅ Withdrawal requests submitted on Monday, Tuesday, or Wednesday are paid out on Thursday of the same week
✅ Withdrawal requests submitted on Thursday, Friday, Saturday, or Sunday are paid out on Monday of the following week

⚠️ The actual payout time depends on how transfers are processed during business hours that day; funds usually arrive in the afternoon of the payout day or later.
⚠️ Each request withdraws the entire wallet balance, and you cannot enter a withdrawal amount yourself. After submitting a withdrawal, you must wait for the funds to arrive before you can start another, and withdrawals cannot be combined.
⚠️ On national holidays, payouts are delayed according to bank business days.

If your bank account is frozen or cannot receive payments for any reason, please note:

1. Contact your bank first to confirm why the account was frozen and how to lift the restriction.
2. If it cannot be restored in the short term, use the KOCA app's [My Base → Update Bank Information] feature to apply with new bank account information, so that later payments can arrive normally.

⚠️ Please note: KOCA cannot unfreeze your bank account for you; only the bank can handle this. We recommend confirming with your bank early, or updating to another usable account to avoid affecting your payouts.

KOCA stays neutral on pricing, because each seller's cost of acquiring cards and circumstances differ, and prices are ultimately decided by the market and buyers. Not only us, but all free-trade platforms cannot and will not forcibly interfere with sellers' pricing, which would instead cause disputes and unfairness.

Our role is to keep the transaction process safe and transparent, for example by providing payment protection, reducing the risk of defaults, and tracking order status, rather than deciding what merch should be worth. Just like trading in a fan community, an admin may point out a high price but will not force a change or removal, because whether to buy still depends on the buyer's choice.

At the same time, we will keep improving features such as average price references and reminders to help buyers judge prices with more confidence.

If the package is lost during 7-ELEVEN MyShip delivery, under 7-ELEVEN MyShip's rules, once 7-ELEVEN MyShip confirms the compensation, the claim takes about 2-3 months to process. After the platform receives the compensation, it pays it into "My Wallet" in the seller's KOCA app.

The compensation is the order amount minus shipping and the KOCA platform service fee, and the actual amount is the final compensation payout amount.

For the buyer, since the order is cash on delivery, no separate compensation is needed; the seller just needs to notify the buyer that the merch has been lost.

We will mark the KOCA order as canceled only after confirming that the 7-ELEVEN MyShip refund has been received. Once the platform receives the refund, it will notify the seller as soon as possible.

To protect buyers' rights, all order payments are held on the KOCA platform after the buyer picks up the order and are not paid out to the seller immediately.

After picking up, the buyer has a 7-day inspection period, and you must record a video of the entire unboxing to keep as evidence. During this period, if you find a problem after receiving the merch (such as the wrong merch or damage), you can submit an "Issue with this order" request directly in that order in the app and contact the "KOCA Official Assistant" through Chat in the app, and our customer support team will step in to help right away.

If no objection is raised within 7 days, the system automatically completes the transaction and pays the funds into the seller's wallet.

To protect buyers' rights, all order payments are held on the KOCA platform after the buyer picks up the order and are not paid out to the seller immediately.

After picking up, the buyer has a 7-day inspection period, and you must record a video of the entire unboxing to keep as evidence. During this period, if you find a problem after receiving the merch (such as the wrong merch or damage), you can submit an "Issue with this order" request directly in that order in the app and contact the "KOCA Official Assistant" through Chat in the app, and our customer support team will step in to help right away.

If no objection is raised within 7 days, the system automatically completes the transaction and pays the funds into the seller's wallet.

If the seller ships the wrong merch, swaps merch, or the package goes to the wrong recipient's store, we recommend asking the buyer to pick it up as usual, reminding the buyer to record a video of the entire unboxing as evidence, and to submit an "Issue with this order" request on the order page in the app within 7 days after pickup:

1. The system will mark the order as disputed, and the funds for that order will be temporarily frozen on the KOCA platform and will not be paid out to the seller right away.
2. How do you send the wrongly shipped merch to the right person? There are two ways:

[Official return and refund]
Both buyers must be identity verified. After both buyers pick up their packages, press "Issue with this order" to freeze the order, then press "Request return and refund". Once the seller agrees, a shipment number is generated and the buyer ships the package to the seller. After the seller receives the wrong package, they refund the buyer, then open a new listing for the correct buyer to order again.

👉🏻 Pros: Refunds through the official channel are safer
👉🏻 Cons: The return process is long; the merch must first be returned to the seller and then shipped again

[Handle after-sales privately between the parties]
If a buyer cannot complete identity verification, please contact the buyer or seller to explain the package situation and agree on how to send the merch back. When handling after-sales issues such as wrongly shipped merch within the platform, providing a bank account for remittance and a 7-ELEVEN MyShip link is considered reasonable after-sales service and does not violate platform rules. The KOCA platform is not responsible for the later return and re-shipping of the package, so the seller should clearly explain to the buyer how returns and re-shipping will be handled.

👉🏻 Pros: Buyers who received the wrong merch can send it to each other directly, which is faster
👉🏻 Cons: The payment does not go through the official channel, private transfers carry security concerns, and the platform is not responsible if there is a problem with a package sent privately 3. After the buyer sends back the wrong merch, receives the correct merch, and confirms it is correct, press "Unfreeze order" on the buyer's order page, and the system automatically changes the order status back to paid out and releases the frozen funds to the seller's wallet.

If more than 7 days have passed since receiving the order:

1. The KOCA platform automatically pays out to the seller 7 days after the buyer picks up the order. Once more than 7 days have passed since pickup, returns cannot be made and you cannot ask the convenience store or KOCA to refund the collected amount; the seller must handle any return process themselves.
2. Please contact the seller directly to handle follow-up matters. Sellers are advised to clearly state the return process on their shop page or other channels for consumers' reference.

If you have any other questions, feel free to chat with the "KOCA Official Assistant" in the app, and customer support will help right away.

If an order has missing or damaged merch and you want a refund, the buyer must submit an "Issue with this order" request on the order page in the app within 7 days after pickup:

1. The system will mark the order as disputed, and the funds for that order will be temporarily frozen on the KOCA platform and will not be paid out to the seller right away.
2. Contact the buyer or seller to explain the package situation and agree on how the refund will be made. The KOCA platform is not responsible for the later refund process, so the seller should clearly explain to the buyer how refunds will be handled.
3. If the buyer and seller agree to a refund, once the buyer receives the funds and confirms they are correct, let the "KOCA Official Assistant" know through Chat, and we will change the order status back to completed and resume the payout of the frozen funds to the seller's wallet.

If more than 7 days have passed since receiving the order:

1. The KOCA platform automatically pays out to the seller 7 days after the buyer picks up the order. Once more than 7 days have passed since pickup, returns cannot be made and you cannot ask the convenience store or KOCA to refund the collected amount; the seller must handle any refund process themselves.
2. Please contact the seller directly to handle follow-up matters. Sellers are advised to clearly state the refund process on their shop page or other channels for consumers' reference.

If you have any other questions, feel free to chat with the "KOCA Official Assistant" in the app, and customer support will help right away.

If merch has defects or a dispute leads to a consumer complaint, please use the "Chat" feature as soon as possible to contact the seller to learn how it will be handled. If the buyer has an objection to the merch, please communicate with the seller directly to confirm.

After the merch shipped by the seller arrives at the pickup store, the buyer can go to the store to pay and pick up within the pickup period. Once more than 7 days have passed since pickup, returns cannot be made and you cannot ask the convenience store or KOCA to refund the collected amount; the seller must handle any return process themselves. Sellers are advised to clearly state the return process on their shop page or other channels for consumers' reference.

KOCA is only a transaction service platform and does not intervene in transactions. If you run into a transaction dispute, you can report it to the competent authorities:

Criminal Investigation Bureau, National Police Agency, Ministry of the Interior - online reporting mailbox: https://cib.npa.gov.tw/ch/app/folder/2065

Consumer Protection Committee, Executive Yuan - online complaint mailbox: https://appeal.cpc.ey.gov.tw/WWW/Default.aspx

If your issue is still not resolved, you are welcome to contact the official assistant through the KOCA app to report it.

Official customer support hours are Monday to Friday 11:00~19:00 (excluding national holidays). Messages cannot be answered in real time outside business hours; thank you for your understanding.