A September 28 joint consumer alert for Hunan, Hubei and Jiangxi recommends retaining orders, payments, chats, invoices, contracts, photos and video. Fix the facts before negotiating or filing a complaint in Jingdezhen.

Turn spoken promises into an order before paying

For a ceramic purchase, record the item or category, quantity, material, artist or seller, dimensions, price, packing, collection and delivery. For a commission or class, add design approval, kiln timing, failure or warping risk, ownership of the result, cancellation and refund. A promotional poster alone does not identify the actual contracting party.

For a valuable work, check that the business and payee correspond and request an invoice or valid receipt. Establish identity and responsibility before paying a personal account; adding a chat contact is not a warranty.

Preserve evidence before handling the problem

At collection or parcel receipt, continuously record the outer package, seals, opening and object condition in good light. Do not discard the box before reporting. For a class dispute, keep the booking page, messages, payment, arrival time and on-site statements. Send the business a concise account, remedy requested and response deadline.

The tri-province alert specifically lists order screenshots, payment records, chats, invoices, contracts, and photos or video of the problem. Preserve time and context, and do not keep using an unsafe item merely to create more evidence.

Escalate through formal channels if negotiation fails

First negotiate with the business or platform and request a written answer in the same channel. If unresolved, call 12345 or 12315, use the National 12315 Platform, or approach the relevant consumer organization or authority. State business, place, date, amount, facts, prior negotiation and the exact remedy sought.

12315 is a consumer complaint and reporting channel; it does not guarantee a requested outcome or replace emergency help. Contact police for fraud, threats or immediate safety issues. Cross-border card chargebacks, courier damage and airline claims also follow the issuer's or carrier's separate rules.