Frequently Asked Questions

Find answers to common questions

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checkout

What it is
The order uses the same address rule as registration.

How to do it
1. Choose the saved address.
2. If the number is missing or the postal code is invalid, complete the fields.
3. Confirm the order.

What happens next
The correction is stored in the address book and the order continues.

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On the payment screen you choose between credit card, deposit at Yamaguchi Bank (山口銀行) and wallet balance. Only the methods available at that moment are shown. For a deposit, send the transfer proof and the store confirms it.

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delivery

What it is
Reading the photo is optional.

How to do it
1. Leave the sending consent unchecked.
2. Type the license and vehicle data, including the gearbox for a car, van or truck.
3. Submit the registration.

What happens next
A person checks the data. A residence card, when that is the document, stays stored during the relationship and for 3 years after.

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seller

The shop needs a prefecture, and that origin needs a published tariff. The Kansai table is not used for another region.

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Returns

What it is
Formal claim channel to request item returns and payment refunds.

How to do it, step by step
1. Navigate to 'Order History' in your user account.
2. Locate the order and click 'Request Refund'.
3. Select the reason and attach clear photos of the product and package.
4. Submit your request and await merchant response.

Conditions
Submission within the statutory return window with intact items.

What happens next
Upon claim approval, funds are refunded to original payment method.

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Support

What it is
Official help desk to resolve order, payment, or account inquiries.

How to do it, step by step
1. Open 'Support Tickets' from your customer dashboard.
2. Click 'Open New Ticket'.
3. Choose the inquiry topic, describe your issue, and attach files.
4. Submit and track replies in your ticket conversation thread.

Conditions
Active user account and clear description of the inquiry.

What happens next
Our support team investigates and responds with email notifications.

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Points

What it is
Loyalty rewards program giving points for completed marketplace orders.

How to do it, step by step
1. Purchase eligible items displaying the Club Points badge.
2. Await order delivery confirmation to unlock points.
3. Navigate to 'Club Points' in your user profile.
4. Convert points into store wallet currency.

Conditions
Delivered order status and reaching the minimum redemption threshold.

What happens next
Balance is instantly credited to your wallet for upcoming purchases.

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Referral

The Sales Promoters program lets you share a personal referral link. When someone registers with your link, a permanent binding is created between you and that user. You can earn two separate types of commission: (1) plan acquisition — when the referred user activates a valid paid seller package; and (2) product sale — when that user places eligible paid marketplace orders. Signup alone does not pay any commission. Rules, rates, and payout limits are configured by the platform and may change; past commissions keep the rates recorded when they were created.

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Log in, open Referral Program (or Account → Referrals). Your stable share code and link are shown there (also as a short link like /r/your-code). You can copy the link, download a QR code, or print promo cards if available. The first person who completes registration with your code becomes bound to you; later links from other promoters cannot replace that binding.

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No. Registration creates the referral binding and tracking only. Commission is created later: when the referred user activates a qualifying paid seller plan (plan acquisition commission), and/or when they complete eligible paid product orders (product sale commission), according to program settings.

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Plan acquisition commission is paid once per eligible seller-package activation by a user you referred. It is calculated as a percentage of the plan amount actually paid (for example, ¥10,000 × 3% = ¥300). The percentage may be set per package in admin or fall back to the program default. The commission is recorded as a separate financial transaction and starts in pending status for the hold period.

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After a referred user is bound to you, each eligible paid marketplace order they place can generate a separate product sale commission (for example, ¥20,000 × 1% = ¥200). Each order creates its own ledger entry. Depending on admin settings, the referred user may need an active seller plan for product commissions to apply. This is independent from plan acquisition commission. When the order uses a coupon, the commission is calculated on the amount paid, after the discount. The coupon amount is not added back to the base.

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New commissions start as pending for a hold period (default 90 days, configurable by admin). During this time they are not withdrawable. After the hold date, the system re-validates the event (plan still valid / order still paid and not refunded, binding not disqualified, etc.). If validation passes, status becomes available; if not, the commission may be cancelled. Pending amounts are shown separately from available balance on your dashboard. For a sale, release also waits until the order is completed and the complaint window has ended.

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You can request a withdrawal from Referral Program → Withdrawals when all of the following are met: (1) available balance is at least the minimum payout (default ¥10,000); (2) you have reached the minimum referral level (default level 2 — you must advance beyond the starting level); (3) you have not already submitted a non-rejected withdrawal in the current calendar month (Asia/Tokyo); (4) your account passes identity verification when required. Choose a manual bank method configured by the admin. Stripe is not offered for referral cash-out. The amount is reserved from available balance until approved and processed, or restored if rejected.

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Levels (for example Starter, Bronze, Silver…) reflect how many direct referrals you have and may unlock withdrawal eligibility and show progress on your dashboard. By default, withdrawing requires advancing at least one level beyond the starting level (minimum level 2). Commission percentages for plan and product sales are controlled by program settings and package rates, not by reusing old high “level bonus” rates from legacy documents.

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No. You cannot bind yourself as your own referral. Using the same email, phone, identity documents, or other strong matches between promoter and referred user may be flagged for review. Fake or abusive referrals can lead to commissions being cancelled, reversed, or accounts restricted. Shared IP alone (family/office networks) is not an automatic block.

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For product sale commissions: if the related order is refunded while the commission is still pending, it is typically cancelled and never becomes withdrawable. If it was already available, it may be reversed and deducted from your available balance (with a ledger adjustment). Plan acquisition commissions follow validation rules around the plan payment remaining valid. Contact support if you see an unexpected status. Cancellation and a chargeback follow the same rule. If the commission was already withdrawn, the amount is deducted from later balances.

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Open Referral Program in your account. You will see pending balance, available balance, reserved amount (if a withdrawal is in progress), total earned, referral count, and level. Use Commission history for each transaction, Tracking for clicks/signups, and Withdrawals for cash-out requests. Admin staff manage rates, hold days, and payouts from the Referral Program admin area. In tracking, history, and commissions, the referred person appears only as a masked code, and a sign-up or purchase only by month, without the name and without the day.

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No. Seller marketplace commission (what the shop pays the platform, or seller earnings) is a different system. Promoter commission is a separate program for referring users. Club points, cashback, and referral reward-point redemptions are also separate and are not used as the main cash commission for plan or product sales in this program.

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The referral panel lists only coupons the store marked as shareable by promoters. A coupon for a few people, such as a service credit, a partner, or staff, stays off that list until it is marked. Sharing is off by default.

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