Contact Support

Effective date: March 26, 2026

Support Email

For help with YueJi, contact YUEJI LIFE INC. at support@yueji.app.

Support hours are EDT 09:00-21:00.

Frequently asked questions

Tap a question to see the answer. Anything involving money, refund disputes, redemption issues, or reports is reviewed and answered by our team — not auto-decided here.

For customers

Paid successfully but can't find my order?

First check that your logged-in account email matches the email used at payment. If you still can't find it, email us the order number and a payment screenshot and we'll check and reply within support hours.

Where do I view my voucher?

How do I redeem in store?

Show your voucher code or QR code to the merchant, who redeems it in their console. If it can't be redeemed, see the next question.

Redemption failed — what should I do?

Email support with the order number, merchant name, and a screenshot of the failure. We handle these manually and don't auto-decide here.

When can I get a refund?

Refunds follow the platform Refund Policy: request within the refund window, returned to the original payment method. For disputes, contact support — we review and reply, and do not loosen the policy.

How long does a refund take?

Processing time and method follow the platform Refund Policy (returned to the original payment method). We do not promise a faster timeline beyond the policy.

A deal was taken down or the merchant can't honor it?

Purchased orders remain accessible under "My orders". For specific disputes, contact support with the order number and we'll review manually.

For merchants

How do I onboard?

Fill in your store profile and connect a payout account in the onboarding wizard to get started.

Why connect a payout account?

So the platform can send your payouts to your bank account after each settlement cycle.

How do I create a deal?

Go to the merchant console → "Deals" and follow the publish wizard.

How do I redeem a customer order?

Use the redemption entry in the merchant console. For anything unusual, contact support for manual handling.

How long after redemption do I get paid?

After in-store redemption, the platform settles weekly; payouts typically reach the bank about 2 business days after settlement. The exact arrival follows that payout / bank credit.

Why was a processing fee deducted from my settlement?

Net settlement = sale price − payment-processing fee. That's the payment channel's cost, not an extra platform charge.

How do I edit my store profile?

Go to the merchant console → "Store profile / Settings". If you can't change it, contact support with your business name.

Reports & disputes

How do I report false content?

Submit through the report entry with the listing link, screenshots, and a brief description.

Merchant information is inaccurate?

Gather evidence and contact support. We review manually and don't pre-judge the outcome.

How do I submit evidence for a customer/merchant dispute?

Email support with the order number, listing link, and chat or receipt screenshots. Disputes are handled manually and we don't give a leaning conclusion here.

Response Notes

This is the lightweight support entry point for our invite-only soft launch, not a full ticketing system. Please include your order number, account email, merchant name, listing link, or screenshots when available so we can route the request quickly.