How to Access Customer Information

When you receive an order, you may need to contact the customer if there are any changes to the order or if you need to provide a tax invoice. The platform provides customer details such as username, phone number, and shipping address. These are displayed in a masked format and can only be viewed if you meet the eligibility criteria.
Here's how to request access to customer information:

1. Go to Seller Center, select Orders > Manage Orders, and click the order ID of the order you want to request a phone number for. This will open the Order Detail page.

2. On the Order Detail Page, go to the Customer Information section, which displays the masked username, phone number, and shipping address. Click the eye icon next to the information to request access. You can only view this information if the order is in the fulfilment phase (orders under To Ship, Shipped, or Failed Delivery). Orders that are unpaid, cancelled, or completed for more than 30 days are not eligible.

This logic also applies to exported files from the Orders page and to buyer usernames on the Manage Orders and Manage Returns pages, where the customer username will also appear in a masked format.
Example of exported fileMasked username on Manage Orders page

3. To protect customer privacy, in some cases you may not be able to access this information. If that happens, a pop-up will appear giving you the option to submit an appeal. Click Create Ticket to open a request in the Help Center and provide evidence to support your appeal.

FAQ

1. When can I request to see customer information?

You can request access when the order is in the fulfilment phase (orders under To Ship, Shipped, or Failed Delivery). Orders that are unpaid, cancelled, or completed for more than 30 days are not eligible.

2. If I cannot see customer information, are there alternative ways to contact the customer?

Yes. You can use the IM Chat feature in Seller Center to reach out to customers directly.

3. Why can't I see the buyer's information on the Order Detail page?

Customer details such as username, phone number, and shipping address are displayed in a masked format. You can click the eye icon to request access if the order meets the eligibility criteria. If access is not granted, you can still contact the buyer through the IM Chat feature. You may also submit an appeal by clicking Create Ticket on the pop-up and providing supporting evidence.