Ubox security camera website

Dear Users, About Ubox Camera After-sales Question,Please Kinly Note:

We are one of the UBOX CAMERA hardware assembly and OEM factories in China. Our role is solely focused on hardware assembly and branding, similar to the relationship between Foxconn and iPhone — Foxconn only manufactures and assembles iPhones without handling retail services.
We operate exclusively in the B2B sector, serving wholesale and OEM/ODM clients. We do not run any direct B2C stores and do not provide B2C support or services.

🔗 Our Full Ecosystem Chain:

1. UBOX Solution Company (UBIA UBOX Company) – Software developer and owner (dedicated to UBOX app and chipset development)

2. UBOX Hardware Assembly Factory (Shenzhen Ruibosi Electronics Co., Ltd)– Focused solely on security camera hardware assembly and OEM

3. Global Solar Camera Brand Owners / Distributors   (Our B2B clients)

4. Global Sales Channels – Offline retail stores or online e-commerce platforms (Our B2B clients)

5. Global B2C End Consumers  (Our B2B clients’s customers)

🌐 Purpose of This Website:

This website is built solely for public knowledge sharing, including:

• Frequently Asked Questions (FAQ) about UBOX cameras

• The latest solar security camera technologies and insights

• Industry news and trends

• New product announcements

• B2B business cooperation and OEM inquiries

How to effectively file complaints and protect rights？

• To be our B2B clients,If you are a B2B client looking for OEM/ODM manufacturing of solar cameras, please contact:[email protected]

• If you are a B2C customer, for any pre-sales or after-sales support, please contact your original seller or platform directly.
  This is the only and fastest way to resolve your issue, whether it’s:

  • UBOX camera hardware malfunction

  • UBOX cloud subscription issue

  • UBOX 4G data subscription issue

If your original seller don’t support after sales,here below are some file complaints and protect rights for your reference:

(Bought it online)If you purchased a UBOX Camera from an e-commerce platform like Amazon, eBay, or Walmart, you can refer to the following methods to resolve issues and protect your rights.

First, it’s important to understand that for electronics, the term “guarantee period” can have three different meanings. Your course of action will depend on which category your situation falls into.

1. Platform’s Return Period: This is typically the first 15-30 days after you receive the item. During this time, you can easily return the product for a full refund for almost any reason.
2. Manufacturer’s Warranty: This is the most critical period, usually lasting for one year or longer. During this time, if the product experiences a non-human-caused performance failure, the manufacturer is obligated to repair or replace it free of charge.
3. Product’s Natural Lifespan: This refers to the theoretical length of time a product should function. However, this is not legally binding.

Your issue of being “past the guarantee period” most likely means you are past the platform’s 30-day return window but still within the manufacturer’s 1-year warranty. This is the most common scenario and the primary focus for taking action.

Scenario One: The issue occurs within the Manufacturer’s Warranty period (The most common situation)

Your product, purchased a few months ago, suddenly fails to turn on or malfunctions, but it is still within the one-year warranty period. However, the seller is not responding to you.

In this case, the “seller” has an undeniable obligation to assist and bears primary responsibility for after-sales service.

Step 1: Secure Evidence and Confirm Warranty Status

• Gather Evidence:
  • Proof of Purchase: A screenshot of your order that clearly shows the product name, store name, order number, and date of purchase.
  • Proof of Malfunction: A clear video demonstrating how the product is not working correctly (e.g., fails to power on, screen flickering, features not functioning).
  • Proof of Warranty: If you have a digital or physical warranty card, have it ready. If not, your purchase record is the best proof.
• Confirm the Warranty Period: Check the product description on the listing page or contact the manufacturer’s official customer service to confirm the official warranty length (usually 1 year).

Step 2: Formally Contact the Seller Again and State Their Obligations

Even if the seller doesn’t reply, this step creates crucial evidence for platform intervention.

• Communication Channel: You must use the platform’s official messaging tools (e.g., Amazon’s Buyer-Seller Messaging, eBay Messages, Walmart’s Contact Seller feature).
• Message Template:
  

  “Hello, I purchased the [Product Name] in order [Order Number] on [Date of Purchase]. The product is still within the manufacturer’s specified [e.g., one-year] warranty period. It has developed a performance failure: [briefly describe the issue, e.g., ‘it will not power on’]. This is not due to accidental damage.

  According to consumer protection laws and platform policies, as the seller, you are obligated to provide me with warranty service or assist me in contacting the manufacturer for warranty support. I have attached a video of the malfunction and my proof of purchase.

  Please provide a solution within 48 hours (e.g., provide a repair address, assist with a replacement, or provide the manufacturer’s contact information and process). If I do not receive a response, I will immediately file a complaint with the platform for ‘refusing to fulfill warranty obligations’.”

Step 3: File a Complaint with the E-commerce Platform

This step is to penalize the irresponsible seller and seek help from the platform.

• How to File: Log in to the platform and find the order in your order history. Look for options like “Contact Customer Support,” “Problem with order,” or “Help.”
• Choose a Live Agent: Whenever possible, choose to speak with a customer service representative via Live Chat or phone.
• Reason for Complaint (Crucial): Do not just say “the product is broken.” State the issue accurately to the platform’s support agent:
  

  “The electronic product I purchased is still within the manufacturer’s official warranty period, but it has developed a quality issue. I contacted the seller, but they are refusing to fulfill their obligation to assist with the warranty and are completely unresponsive. This violates the platform’s policy that requires sellers to provide after-sales support.”

• Submit Evidence: Follow the agent’s instructions to submit all the evidence you have gathered, especially the screenshots of your conversation attempts with the unresponsive seller.
• Platform’s Action: The platform will investigate. Even though the return period has passed, the platform will typically issue a warning, demerit points, or even a fine to the seller for “failure to provide after-sales support.” They will also proactively help you contact the seller or the manufacturer.

Scenario Two: The issue occurs after both the Return Period and Warranty have expired

Resolving the issue in this situation is very difficult, as the legal and contractual obligations of the seller and manufacturer have been fulfilled. However, there are still a few paths you can try:

• Paid Repair: Contact the manufacturer or an authorized repair center for a paid repair service. This is the most realistic option.
• Claim Based on “Reasonable Lifespan” (Low Success Rate): In some regions (like the EU and Australia), consumer law dictates that a product’s durability should match the reasonable expectations set by its price and nature. If an expensive electronic device fails just after the warranty expires, you can try filing a claim with a consumer protection agency on these grounds, but this is often time-consuming and has a low chance of success.

Summary and Key Points

• Distinguish between the “Return Period” and the “Warranty Period.” This is the starting point for your strategy.
• Within the warranty period, the manufacturer is your primary contact. Contacting the brand directly is often the fastest way to solve the problem.
• The seller has an obligation to assist. The seller cannot dismiss all responsibility just because the return period is over. They must help you with the warranty process.
• The platform is your backup. When the seller is uncooperative, use the platform’s rules to apply pressure. Your complaint should focus on the “seller’s failure to provide after-sales support,” not just on the “broken product.”
• Your chain of evidence must be complete. Your purchase record, malfunction video, and communication screenshots are all essential.

For your situation, you should immediately follow the steps in [Scenario One]. Prioritize contacting the seller directly while simultaneously filing a complaint with the platform. This two-pronged approach greatly increases the probability of resolving the issue.

Here are the file complaints specific paths and steps for Amazon, eBay, and Walmart.

1. Amazon

Amazon’s buyer protection program is called the “A-to-z Guarantee.” It is very powerful and almost always sides with the buyer when a seller is unresponsive.

Prerequisite: You must first contact the seller through Amazon’s official messaging system and wait 48 hours for a response.

Step 1: Contact the Seller (The Official Way)

1. Log in to your Amazon account.
2. Go to “Your Orders.”
3. Find the order in question and click the “Get help with order” or “Problem with order” button.
4. Follow the prompts to select your issue (e.g., “Item is defective or doesn’t work,” “Received wrong item,” etc.). This will open a message window to the seller.
5. Clearly explain your issue and what you want (a refund, a replacement, etc.). Attach any photos or videos as evidence.
6. Click “Send” and wait for 48 hours.

Step 2: File an A-to-z Guarantee Claim (The Escalation)

If the seller does not respond within 48 hours, or if their response is not helpful, you can file a claim.

1. Path: Go back to “Your Orders.”
2. Action: Find the order again. The button “File/View Claim” should now be available. Click it.
3. Fill out the claim form:
   • Select the reason that best fits your situation (e.g., “Seller is unresponsive”).
   • In the comments box, briefly explain the situation. A simple statement is enough: “I contacted the seller on [Date] regarding a defective product. I have not received a response within the 48-hour window. I am requesting a full refund under the A-to-z Guarantee.”
   • Submit the claim.

What happens next: Amazon will review the case. Since they can see that you contacted the seller and received no reply, they will almost certainly rule in your favor and issue a refund directly to you.

2. eBay

eBay’s buyer protection program is the “eBay Money Back Guarantee.” The process is very structured.

Prerequisite: You must start by opening an official request in the system.

Step 1: Open a Request

1. Log in to your eBay account.
2. Go to your “Purchase history.”
3. Find the item. From the “More actions” dropdown menu, select “Return this item” (if you received it) or “I didn’t receive it” (if it never arrived).
4. Choose the reason that best describes your problem. This opens a formal “request” and notifies the seller.

The seller has 3 business days to respond to this request and resolve the issue (e.g., provide a return shipping label, issue a refund).

Step 2: Ask eBay to Step In (The Escalation)

If the seller has not resolved the problem within 3 business days, you can ask eBay to intervene.

1. Path: Go back to your request details in the Resolution Center or from your Purchase history.
2. Action: You will see a link or button that says “Ask eBay to step in.” Click it.
3. Confirmation: You may be asked to confirm some details. Submit the case to eBay.

What happens next: An eBay customer service agent will review all the communication and the case history. Since the seller did not respond, eBay will make a final decision in your favor and ensure you get your money back.

3. Walmart (for Marketplace Sellers)

When you buy from a third-party seller on Walmart’s website, they are called “Marketplace Sellers.”

Prerequisite: You must first try to contact the seller and wait 48 hours for a response.

Step 1: Contact the Marketplace Seller

1. Log in to your Walmart account.
2. Go to your “Purchase History.”
3. Find the order and click on it to see the details.
4. Click the “Contact Seller” link.
5. Send a message explaining the issue and wait 48 hours.

Step 2: Escalate to Walmart Customer Service (The Escalation)

If the seller is unresponsive, your most effective tool is to contact Walmart’s official customer support directly.

1. Path: Go to the Walmart “Help Center.”
2. Action: The best methods are “Chat with us” (live chat) or calling their customer service phone number.
3. What to say:
   • Have your Order Number ready.
   • Tell the agent: “I have an issue with an order from a Marketplace seller. I contacted the seller on [Date], but they have not responded in over 48 hours. I need Walmart to help me get a refund/replacement.”

What happens next: The Walmart customer service agent will verify your claim by checking the message history. Once they confirm the seller is unresponsive, they have the authority to process a refund for you directly to uphold Walmart’s customer satisfaction policy.

Summary & Key Takeaways

Universal Tip: Always use the platform’s official messaging system for all communication. This creates a digital paper trail that the platform can review, which is your most important piece of evidence.

(Bought it physical store)If you made a purchase from a local physical store, here are the methods to file a complaint and protect your rights:

Step 1: Prepare Your Evidence (This is the foundation for all subsequent steps)

Before taking any action, it is crucial to completely collect and organize all evidence.

• Proof of Purchase: Invoices, receipts. This is the most direct evidence of the sales relationship between you and the merchant.
• Payment Records: Screenshots of WeChat Pay, Alipay, or bank card transaction records. If you don’t have a paper receipt, this can also prove the transaction.
• The Defective Item Itself: Keep the original item that has the quality issue.
• Evidence of the Problem: Take clear photos and videos of the quality issue from multiple angles to show the defect or malfunction. If possible, record the process of the item failing to work correctly.
• Communication Records: If you have online communication records with the merchant via WeChat, SMS, etc., take screenshots. If you communicated in person, you can make an audio recording (while ensuring your own safety) as evidence of the merchant’s refusal to resolve the issue.
• Other Documents: The product’s packaging, user manual, warranty card (the “Three Guarantees” certificate), etc.

Step 2: Formally Renegotiate with the Merchant

After preparing your evidence, you can go to the store again for a formal, well-reasoned negotiation.

• Be firm in your stance but calm in your tone: Clearly explain the product’s problem and present the evidence you have prepared.
• State the legal basis: Inform the merchant that according to China’s “Consumer Rights Protection Law” and the “Three Guarantees” policy (for repair, replacement, and return), they are obligated to handle the defective product for you.
• Make a clear request: Based on the specific situation and your preference, clearly state whether you are requesting a refund, a replacement with a new item, or a repair.
• Set a deadline: Inform the merchant that if they do not resolve the issue within a certain period (e.g., within 3 days), you will file a complaint with the market regulation authorities.

Step 3: File a Complaint with Your Local Government Regulatory Authority (The most common and effective method)

Step 4: Seek Help from the Consumers’ Association

You can also file a complaint with the local Consumers’ Association.

• The Consumers’ Association is a social supervisory organization whose main function is mediation. Although they do not have enforcement power, their intervention can often lead to a resolution.
• You can complain by phone or by visiting the office of the local Consumers’ Association in person.

Step 5: Seek Legal Recourse (If all of the above fail)

If the amount in dispute is large, or if the issue cannot be resolved through the above channels, you can consider legal action.

• Apply for arbitration: If there is an arbitration agreement between you and the merchant (commonly found in contracts for high-value items), you can apply for arbitration at the designated institution.
• File a lawsuit in court: This is the final resort for protecting your rights.
  • Bring all evidence, your ID, and a statement of claim to the local People’s Court where the merchant is located or where the contract was performed.
  • For consumer disputes involving small amounts, the small claims procedure can be applied, which is relatively simple, fast, and the first-instance judgment is final.
  • You do not necessarily need to hire a lawyer; you can represent yourself in the lawsuit.

Summary of Key Points for Protecting Your Rights

• Evidence is key: Without evidence, it’s difficult to proceed.
• Seek help from the Consumers’ Association.
• Know your rights: According to the “Three Guarantees” policy, within 7 days from the date of sale, if a performance failure occurs, the consumer can choose a return, replacement, or repair. Within 15 days, the consumer can choose a replacement or repair. During the “Three Guarantees” validity period, if the product still cannot function properly after two repairs, you can exchange it for a product of the same model and specifications with the repair records and proof.
• Stay calm and rational: Protect your rights according to the law and avoid physical confrontations with the merchant.

Hopefully, this information will help you successfully resolve the issue!
Please remember, protecting your legal rights is the right of every consumer.

In the end, Please understand that we are a solar security camera assemble manufacturer in China, We only serve large-scale B2B wholesale/customize clients worldwide,we do not operate any direct B2C stores, nor do we have a B2C support team.
Thank you for your kind understanding and cooperation.

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